Business Processes
INTRODUCTORY PRESENTATION October 23, 2010; Saturday
Behaviour
The anatomy of a company
Blood supply: management is the life blood of any business ,carrying essential oxygen (innovation/ideas) to the various functions of the organisation
Skeleton: Businesses are vertebrates. Their structure is defined by organization and processes. As the business grows, its skeleton should grow in size and shape
Brain & nervous system: Communication, control, instructions, plans, schedules, reporting & feedback systems , work flows. Breakdown in nervous system cripples the organization
Behaviour
The heart of the business: buying, manufacturing, marketing, selling. Heart failure is a result of a lack of management blood, & collapse of individual functions resulting in death
The business organism
Legal Environment
Management
Technology
Customers
Suppliers
Owners
Buy Make/ Distribute Sell Staff Labour Market The Economy
The skeletal structure of an organization
The Business Process Model
Business Processes
THE RATIONALE (WHY?)
The changing customer paradigm: emphasis on value
Seller
Buyers Sellers
Buyers
Customer Perception of Service Quality (Value)
Tangibles Reliability Responsiveness Assurance Empathy
Service Quality Dimensions
Tangibles Reliability
Responsiveness
Competence Courtesy Credibility Security Access Communication Understanding the customer
PCV > CC + CP = Customer Satisfaction*
*Copyright., Ramesh Venkatrman
Quality Management System (QMS)
Requirements General Notes An organization needs to demonstrate its ability to consistently provide a product that meets customer and regulatory requirements Aims to enhance customer satisfaction through the effective application of systems and processes for continual improvement and the assurance of conformity to delivery standards Documentation Management Commitment Quality manual, documented procedures/processes, control of documents and records To the pillars of Quality and Customer Focus
Customer Focus
Quality Policy Human Resource Management Policy Product Realization Measurement, analysis, & improvement Continual improvement
Processes to determine, service, measure, and enhance customer satisfaction, customer communication, customer-related processes
Recruitment processes, competence and awareness training, enabling work environment, compensation & career planning Customer satisfaction, Internal audit, Monitoring & measurement of product/processes, control of nonconforming product/service Corrective/preventive action; Plan > Do > Check > Act
Business Processes
THE RATIONALE (WHAT?)
Business Processes (1)
Business Process
any system or procedure that an organization uses to achieve a larger business goal broken down, business processes are actually a series of individual tasks, executed in a specific order (Workflow) focused on aligning all aspects of an organization with the wants and needs of customers promotes business effectiveness and efficiency through a QMS
PLAN
ACT
PDCA
DO
CHECK
Business Processes (2)
The Business Process Model
Business Process Map
The iceberg syndrome
Perception (Bells & Whistles)
Reality (Fundamentals)
Thank You