Professional Documents
Culture Documents
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Lesson 1
INTRODUCTION
Aim
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This unit focuses on the effective and efficient planning and
management of business work activities. It gives learners with
understanding and skills needed to design and implement
operational systems to improve their effectiveness and efficiency
and achieve the desired results for the business.
Functions
Processes
Processes
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WHAT IS MANAGEMENT?
Management means utilising available resources in
the best possible manner and also for achieving well
defined objectives.
Communicating.
MANAGEMENT PROCESS
The elements in the management process are
actually the basic functions of management.
These functions constitute the management
process in practice.
Management process is in fact, management in
practice.
This process suggests what a manager is
supposed to, do or the basic functions that he has
to perform while managing the job assigned to
him.
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WISDOM FROM TEXAS INSTRUMENTS
Unless you change the process, why would you
expect the results to change
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FUNCTIONS
interrelationships of functions
mission
aims
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INTERRELATIONSHIPS OF FUNCTIONS
See diagrams
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PROCESSES
quality gateways
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SCOPE OF PROCESS MANAGEMENT
Process Management: planning and
administering the activities design,
control, and improvement necessary
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to achieve a high level of performance
Four types of key processes
Design processes
Production/delivery processes
Support processes
Supplier processes
PROCESS MANAGEMENT
Principles of managing, controlling and improving
processes
Workflow oriented how jobs flow through an
organization
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Important elements in managing processes
Process design
Continuous (incremental) improvement
Control systems
People management
Change management
Origins in the field of quality management
Process control is a fundamental component
Historically strong manufacturing focus
Equally valuable in services
PRINCIPLES AND MODELS OF EFFECTIVE
PROCESS MANAGEMENT
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LEADING PRACTICES (1 OF 2)
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services and use appropriate tools during
development
Manage product development process to
enhance communication, reduce time, and
ensure quality
Define, document, and manage important
production/delivery and support processes
LEADING PRACTICES (2 OF 2)
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Control the quality and operational
performance of key processes and use
systematic methods to identify variations,
determine root causes, and make corrections
Continuously improve processes to achieve
better quality, cycle time, and overall
operational performance
Innovate to achieve breakthrough performance
using benchmarking and reengineering
THE POWER OF ADOPTING A PROCESS VIEW
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Group behavior and cultures fostering an us versus them
mentality
Decentralization firms within the firm with their own agenda
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Phase I: Phase II: Phase III:
Initialization Definition Control
Process ownership
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Need someone in charge to make things happen
Responsibilities of a process owner
Accountability and authority for process operations and
improvements
Facilitate problem solving and make sure corrective action is taken
Mediate between line managers with overlapping authorities
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points where inputs flow in and outputs flow out
Provides a clear picture of the process scope
Defines the external interfaces
Internal interfaces
Hand-off points within the process boundaries
Most critical where the process crosses functional or
organizational borders
Most process inefficiencies are related to insufficient
interface communication (= lack of coordination)
Important to identify critical interfaces early on
THE CUSTOMER-PRODUCER-SUPPLIER (CPS) MODEL
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customers
Involves negotiation and agreement between all parts
Producer Requirements
Output Interface
Produce
Supplier Input r Output Customer
PROCESS
Input Interface
Customer Requirements
PHASE II: DEFINITION
Objective:
Understand and document the process workflow
Facilitate communication and understanding of process
operations
Define the process
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Documentation of work content in individual activities
Usually in terms of verbal descriptions
Operating procedures or Standard Operating Procedures (SOP)
Documentation of process flows
Usually a flowchart based method
Combination of verbal and graphical description
Common information gathering techniques
Interviews with people working in the process (group or
individual)
Analytical observation
Review of relevant documentation
PHASE III: CONTROL (I)
Objective:
Establish a system for controlling the process and providing
feedback to the people involved
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Control points are activities such as
Inspection, verification, auditing, measuring, counting
Usually considered business value adding
Without control points and a control system the only
way of assessing process performance is customer
feedback
The process ends up in a reactive mode
Poor quality is discovered too late
Location of control points is determined by
Criticality impact on customer satisfaction
Feasibility physically and economically possible
PHASE III: CONTROL (II)
Develop and Implement Measurements
Involves answering the questions
1. What is to be measured and controlled (Ex. FedEx)?
2. What is currently measured (available data)?
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3. Can a business case be made for a new measurement system?
4. What is the appropriate sampling method, sampling size and
frequency?
Measurements should be meaningful, accurate and timely
Statistical and graphical tools needed to turn data into information.
Five measurement categories: Measures of
Conformance (to given specifications)
Response time (lead-time, cycle time)
Service levels (degree of availability)
Repetition (frequency of recurring events such as rework)
Cost (Quality, PAF, internal and external failure costs)
PHASE III: CONTROL (III)
Performing Feedback and Control
Of critical importance for stabilizing and improving the
process
Objectives of control/corrective action are
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Regulation to maintain a certain performance level
Improvement aiming at reducing variability or raising the average
performance level
Feedback is an important enabler for corrective action
People in the process need to understand how their actions affect
the overall process and its performance
Feedback should be performed in a constructive not punitive
manner
Constructive feedback
Makes people feel that they matter
Encourages involvement and commitment
PRODUCT DEVELOPMENT
PARADIGMS
Traditional Approach Demings Approach
Design the product Design the product
Conduct consumer
research
Redesign with
improvements
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PRODUCT DEVELOPMENT PROCESS
Idea
generation
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Concept
development
Product &
process design
Full-scale
production
Product
introduction
Market
evaluation
MANAGEMENT
PROCESS
ACTIVITIES
Management process:
planning, organizing,
leading, and controlling 129
MANAGEMENT PROCESS
Planning
Includes defining goals, establishing strategy, and
developing plans to coordinate activities
Organizing
Includes determining what tasks
to be done, who is to do them,
how the tasks are to be
grouped, who reports to
whom, and where
decisions are to be made
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MANAGEMENT PROCESS
Leading
Includes motivating employees, directing the
activities of others, selecting the most effective
communication channel, and resolving conflicts
Controlling
The process of monitoring performance,
comparing it with goals, and
correcting any significant
deviations
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BUSINESS PROCESS MEASURE OUTPUT
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SIX SIGMA QUALITY PROGRAMS
Six Sigma is originally a company wide initiative at
Motorola for breakthrough improvement in quality and
productivity
Launched in 1987
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Rendered Motorola the Malcom Baldridge National Quality Award
1988
The ongoing success of Six Sigma programs has attracted a
growing number of prestigious firms to adopt the approach
Ex. Ford, GE, AMEX, Honeywell, Nokia, Phillips, Samsung, J.P.
Morgan, Maytag, Dupont
Broad definition of Six Sigma programs
A company wide strategic initiative for process improvement
in both manufacturing and service organizations with the
clear objective of reducing costs and increasing revenues
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The Six Sigma Variation
Efficiency loop
Improvement projects
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Top Management Commitment
Training
Improvement Methodology
Define Measure Analyze Improve Control
Measurement System
Stakeholder Involvement
SIX SIGMA SUCCESS FACTORS
The bottom line focus and big dollar impact
Encourages and maintains top management commitment
The emphasis on - and consistent use of - a unified and
quantitative approach to process improvement
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The DMAIC methodology provides a common language so that
experiences and successes can be shared through the organization
Creates awareness that decisions should be based on factual data
The emphasis on understanding & satisfying customer needs
Creates focus on doing the right things right
Anecdotal information is replaced by factual data
The combination of the right projects, the right people and
the right tools
Careful selection of projects and people combined with hands on
training in using statistical tools in real projects
Introduction to Reengineering
Business Process Reengineering (BPR)
One of the buzzwords of the late 80s and early 90s
achieves drastic improvements by completely redesigning
core business processes
BPR has been the subject of numerous articles and books; classical
examples are:
Reengineering Work: Dont Automate, Obliterate, Michael
Hammer, Harvard Business Review, 1990
The New Industrial Engineering, Davenport and Short,
Sloan Management Review, 1990
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BPR Success Stories and Failures
Success Stories
Ford cuts payable headcount by 75%
Mutual Benefit Life improves underwriting efficiency by 40%
Xerox redesigns its order fulfillment process and improves service levels by
75-97% and cycle times by 70% with inventory savings of $500 million
Detroit Edison reduces payment cycles for work orders by 80%
Failures
An estimated 50-70% of all reengineering projects have failed
Those that succeed take a long time to implement and realize
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Reasons for BPR Failures
Lack of support from senior management
Poor understanding of the organization and the infrastructure
Inability to deliver necessary technology
Lack of guidance, motivation and focus
Fixing a process instead of changing it
Neglecting peoples values and beliefs
Willingness to settle for marginal results
Quitting too early
Allowing existing corporate cultures and mgmt attitudes to prevent
redesign
Not assigning enough resources
Working on too many projects at the same time
Trying to change processes without making anyone unhappy
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Pulling back when people resist change
Etc
Reengineering and its Relationships to Other
Improvement Programs (I)
Reengineering characteristics
Focus on core competencies or value adding business
processes
The goal is to achieve dramatic improvement through rapid
and radical redesign and implementation
Projects that yield only marginal improvement and drag
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out over time are failures from a reengineering
perspective
Reengineering and its Relationships to Other
Improvement Programs (II)
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POSSIBLE ANSWERS
HR department, director, sales, marketing, IT,
administration, procurement, quality control
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SUMMARY
Functions
Processes
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SHORT BREAK
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TUTORIAL
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POSSIBLE ANSWERS
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