PROCESS MANAGEMENT. Dr. Małgorzata Wiśniewska. Faculty of Engineering Management 11 Strzelecka Str., room 303A

Transcription

1 PROCESS MANAGEMENT Dr. Małgorzata Wiśniewska Faculty of Engineering Management 11 Strzelecka Str., room 303A

2 How to pass? Attendance and preparation. Set of excercises (written form) sent by as PDF file till

3 Resources 1.Skrzypek E., Hofman M., Zarządzanie procesami w przedsiębiorstwie. Oficyna Wolters Kluwer Business, Warszawa, Adamczyk M., Trzcieliński S., Procesowe kształtowanie struktury organizacyjnej przedsiębiorstwa - niektóre wyniki badań literaturowych, Zeszyty Naukowe Politechniki Poznańskiej, Organizacja i Zarządzanie, nr 40, Poznań, Hammer M., Champy J., Reengineering w przedsiębiorstwie, Neumann Management Institute, Warszawa, Burlton R.T., Business Process Management: Profiting From Process, Sams Publishing, USA, 2001.

4 Program 1. Company s characteristic (real case) Organizational type and profile History Human resources and organizational chart Offer Key customers 2. Strategic goals Mission Vision Strategic goals 3. Identification and modelling of processes in the organization Customer s model Measurement of standards of customer service Process modelling Process mapping 4. Process management (abilities of process leaders and owners, process planning and changing)

5 1. Business characteristic Organizational type and profile History Human resources and organizational chart Offer Key customers

6 2. Strategic goals Mission Vision Strategic goals

7 SMART Rule Specific Measurable Achievable Realistic Timed

8 3. Identification and modelling of processes in the organization Customer s model Measurement of standards of customer service Process modelling Process mapping

9 Model of Customers Task: Draw a customer model In this task, we identify external customers, their needs and expectations, and an interaction between the organization and its customers. 1. Who are your customers? Divide them into the groups. 2. What are their needs and wants? 3. What are the relations between your company and your customers? Present above information in the form of an appropriate model.

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11 Measurement of standards of customer service Task: Define and measure the effects. In this task, there are introduced measure outcomes as a reference point of customer expectations. 1. Determine the types of performance measures that best measure the effects of activities in the areas most important to customers. 2. Specify the norms and standards and identify problems in achieving these results, if necessary.

12 Examples a. The delivery time - from receipt to shipment of goods. b. The percentage of contracts implemented due to the order - accurately and completely. c. The percentage of defective products. d. The time required for meeting liabilities (eg. complaints). e.???

13 Analysis of the delivery time process - from receipt to shipment of goods on the example of ABC Toy Company Two standards: 1. Orders placed for the first time (new customer) Standard: 4 weeks Met at 90% Problem: the order adopted at the end of the season for toys and thus realized too late. 2. Orders retried (loyal customer) Standard: 2 weeks Met at 80% Problem: quickly ending stocks.

14 Process modelling Task: Model the Key Process 1. Make the list of key processes (main, performed daily, having the greatest impact on the ultimate success or failure of the company). 2. Select one key process and organize state changes (actions) for this one only. 3. Define the objectives of the process and the critical success factors. 4. Set Inputs of the resources to the process and its Outputs.

15 Example of key processes 1. Develop product 2. Produce 3. Check order 4. Handle customer inquiries 5. Lead customer accounts 6. Develop human resources 7. Reward 8. Provide funds 9. Adapt to the needs 10. Acquire orders

16 Changing the state Posted Posted TO Preprocessed Pre-processed TO Processed and Complete List the activities carried out in the company of ABC Toy Company during the Check order process Identify customer Add if the new Identify a reseller Locate% commission Give the order number If it is a change order - make adjustments Check credit If necessary, specify additional conditions (prepayment, cash) Check inventory Make the allocation, if necessary Create a list of goods to be taken Determine the date of dispatch Set a work schedule Receive relevant goods complete Mark, what has been downloaded Update inventory Review your order - prepare an order for products 1/2

17 Changing the state List the activities carried out in the company of ABC Toy Company during the Check order process Complete TO Packed Packed TO Sent Sent TO Charged receivable Verify your order Prepare mailings Pack Determine the shipping method Determine the size of the fee Consolidate Send Prepare invoice Send Invoice 2/2

18 The model of the process Check order

19 Process mapping Task: Make a map of the process based on the company organizational chart. 1. Adjust (if necessary simplify) the organization chart. 2. Identify the organization of workplaces involved in the action, and the nature of their involvement (the responsibility, what provides, what accepts).

20 Identify customer Add if the new Identify a reseller Locate% commission Give the order number If it is a change order - make adjustments Check credit If necessary, specify additional conditions R - RESPONSIBLE I - IN N - NOTICED Check inventory Make the allocation, if necessary Create a list of goods to be taken Determine the date of dispatch Set a work schedule Receive relevant goods complete Mark, what has been downloaded Update inventory Review your order - prepare an order for products Verify your order Prepare mailings Pack Determine the shipping method Determine the size of the fee Consolidate Send Prepare invoice Send invoice Map of Check the order process - example Activities Marketing Sales I I N Realization of orders R R R R R N N R R N Inventory control N R R N Logistics Shipment R R R R R R N N N N Warehousing N R R R R I Manufacturing Production planning N N Charges I I Accounting Loans R R R Invoicing N N R R R R R

21 4. Process management Tasks: 1. Identify the owner of the process, determine his/her responsibilities for: work management and development of employees. 2. Perform process analysis and process management in the context of the mission, vision and strategic objectives of the organization. 3. Decide on the need for organizational changes. Make a program of change.