Process Analysis is an approach to collect and document an organization's work activities or processes, and to analyze them with the goal of improving the efficiency and effectiveness of the organization.

A process is a set of activities that must be performed to achieve one or more objectives of an organization. Each activity is a process step, and when all the process steps are strung together, they constitute a process.

There are different types of processes. We can have manufacturing processes, which are the steps that are needed to take raw material and transform it into a finished product. Or, we can have service processes, which are the activities that are needed to deliver a service to an end user or customer.

Since CARE's work involves the provision of services, information or support to our customers, the focus of this module will be on learning more about how thinking in terms of processes can help to improve CARE's services.