PROCESS MANAGEMENT - MAPPING by eYhL5doH

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									TRAIN ADVENTURE ANALOGY
 DESTINATION: BUSINESS MISSION / VISION

    ENGINE: CUSTOMER’S SATISFACTION

     FUEL: CONTINUOUS IMPROVEMENT

TRACKS: PROCESS MANAGEMENT
          CREW: BUSINESS PERSONNEL

TICKET: DOCUMENTED MANAGEMENT SYSTEM


  April 12, 2002                          1
                 Process Management
                 It is the means whereby an
                 Integrated Management System
                 Achieves its Mission of Meeting
                 Customer Expectations

April 12, 2002                                2
                                ACHIEVED HOW?
                     • Identifying those Processes that are Core to the Business
Process Management

                     • Assigning Process Owners VIA The Responsibility Matrix
                     • Process Owners Map Their Process
                     • Owners Walk-Thru Their Process
                     • Owners Document and Issue Their Procedure




   April 12, 2002                                                              3
         WHAT IS ACHIEVED?
BUSINESS PROCESSES ANALYZED FOR ...                         Process Management




... Compliance to Company & Industry Standards (e.g. ISO-9000)
... Continuous Improvement
... Simplify, Combine, and/or Eliminate Steps
... Reduce Waste




April 12, 2002                                                           05 4
     THE
EXCESS & WASTE
   RAILROAD




April 12, 2002   5
                     HOW TO MEASURE ACHIEVEMENT
                     •   Customer Satisfaction & Complaints
                     •
Process Management
                         Business Plan & System Measures
                     •   Continuous Improvement
                     •   Internal Audits
                     •   Corrective & Preventive Action
                     •   Management Review

   April 12, 2002                                             6
  • TYPICAL BUSINESS MEASURES
  •   On-Time Delivery
  •   Cycle Time
  •   Product Quality (e.g. PPM Defects)
  •   Yields
  •   Utilization / Capacity Analysis
  •   Customer Rejects
  •   Safety




April 12, 2002                             087
                                 VITAL SIGNS
                       HEALTHY & COMPETITIVE PROCESS
                 •   FLEXIBLE     in allowing the process to adapt to customer
                                  changes
                 •   EFFECTIVE in meeting customer’s expectations
                 •   EFFICIENT    in producing the desired results while
                                  minimizing business resources
                 •   CONTROLLABLE by eliminating variations in the process



April 12, 2002                                                              8
                  HAZARDS
• Applying too many Bandaids
• No Future Planning
• Process Requirements NOT Routinely Reassessed
• Process Measures NOT Effectively Utilized
• Emphasis on Output Only, Ignoring the Whole Process



 April 12, 2002                                         9
                  BUSINESS
                   MISSION
 THE PROCESS
IMPROVEMENT
   SPIRAL




                              ESTABLISH
                             MANAGEMENT
                               SYSTEM

 April 12, 2002                      10
                 WHAT IS A PROCESS?
 • A Sequence of Tasks directed at accomplishing a desired outcome
 • An Activity that “adds value” to a given input to produce the
      designated output
 • A Series of Activities designed to deliver customer satisfaction


          Input            ACTIVITY              Output
                          “Value Added”

April 12, 2002                                                        11
                 ALL WORK
                    IS A
                 PROCESS!




April 12, 2002              12
                 Core Process
                 Those conceptually and/or
                 logistically related activities,
                 which achieve the business
                 mission by adding value to
                 inputs provided by external
                 suppliers and produces output
                 for external customers.
April 12, 2002                                 13
               IS THIS A CORE PROCESS?
                                           ACTIVITY
               Input                      “Value Added”
                                                                                      Output

                                    CUSTOMER                   SUPPLIED OUTPUT
KEY INPUT SUPPLIER                 ESTIMATING COMMITTEE
                                                                 RFQ FOLDER           KEY OUTPUT CUSTOMER
                                    ACTIVITY                    With Eng Drwg &
                                  REVIEWS & COORDINATES          Specifications
 RFQ -             SALES DEPT.    RESPONSE                                             RFQ -            SALES DEPT.
NEW PRODUCT                         CUSTOMER                   SUPPLIED OUTPUT         COMPLETED
                                        ENGINEERING
                                                                  Complete RFQ
                                    ACTIVITY                       Eng Drwg &
 ENG. DRAWING                         DESIGN ANALYSIS         Back-Up Documentation    ENG. DRAWING,
       &                              Can We Produce It?                              SPECIFICATIONS,
SPECIFICATIONS                      CUSTOMER                   SUPPLIED OUTPUT
                                                                                        PRICING , &
                                    ESTIMATING COMMITTEE        QUOTE DECISION          SCHEDULING
                                    ACTIVITY                     & FEASIBILITY
                                                                  CONCERNS
                                  DETERMINES IF TO QUOTE,        SUBMITTED TO
                                 & IDENTIFIES ANY MFG / ENG         SALES
                                         CONCERNS

         April 12, 2002                                                                                      14
              IS THIS A CORE PROCESS?
 INPUT             FUNCTION A              FUNCTION B                FUNCTION C                 FUNCTION D                 OUTPUT
                   RECEPTION               REGISTRATION              ACCOUNTING                 MEDICAL CARE

PATIENT              ACTIVITY A1                ACTIVITY B1                                                                PATIENT
        -                                 TASK 1a: Enter Patient's
                                            Name into Computer          ACTIVITY C3
 Proper          TASK 1a: Greet Patient                              TASK 3a: Generates &
                                                                                                                            Cared
                                                                     Mails Patient’s Billing
  Care           TASK 1b: Have Patient                               to both the Insurance
                          Sign In                                    and the Patient                                          for
                 TASK 1c: Refer Patient   NO      Is Name in
  and                 to Registration             Computer?
                                                                                                                             and
                                                                        ACTIVITY C2
                                                                     TASK 2a: Obtains                                       Billed
                                                        YES          Correct Information
                                                ACTIVITY B2
                                                                     form Insurance or
                                                                                                    ACTIVITY D2
                                                                                                                           Properly
Accurate                                   TASK 2a: Verify
                                                                     Patient
                                                                     TASK 2b: Updates            TASK 2a: Releases
 Billing                                   Patient's Name In
                                           Computer
                                                                     Hard & Soft Copies              Patient
                                                                     TASK 2c: Ensures
                                                ACTIVITY B3          Accuracy of Patient’s
                                                                     Account
                                               TASK 3a: Complete
                                               an Account Face
                                               Sheet on Patient          NO
                                               TASK 3b: Copy
                                               Patient's Insurance                        YES       ACTIVITY D1
                                               Card                       Information           TASK 1a: Accounts
                                               TASK 3c: Obtain              Correct?            for Services & Materials
                                               Patient’s Signature                              Provided the Patient
                                               on Form

                                                ACTIVITY B4             ACTIVITY C1
                                           TASK 4a: Admits           TASK 1a: Verifies Hard
                                           Patient & Submits         & Soft Copy of Patient
        April 12, 2002                     Forms to Acct.            Information                                             15
                   Process Mapping
                 That activity performed by the
                 Process Management Team
                 assigned to Analyze where the
                 process is and then determine
                 where the process needs to
                 improve in meeting Customer
                 Requirements & Expectations.

April 12, 2002                               16
                 TOOLS FOR MAPPING
• Input - Output Modeling
       · Identifies Beginning & Ending of Process
             - Inputs & Outputs
             - Control Measures for KEY Inputs & Outputs
       · Identifies the Supplier & Customer Relationships
           Both Internally & Externally
       · Identifies the “Value Added” Activities
April 12, 2002                                              17
   PERFORMANCE
                                 Who Defines?           Requirements                       PROCEDURES     Who Defines?     Requirements
     STANDARD
                                                                         NAME of
                                                                        PROCESS
                Quality



                  Cost


               Schedule



                INPUTS       Suppliers   Requirements                                                    OUTPUTS    Customers   Requirements
Materials




                                                                             SCOPE
                                                                          Initial Activ ity :
                                                                       ________________

                                                                          Final Activ ity
Information




                                                                       ________________




              FACILITIES &                                                                  TRAINING &
                                Who Provides?           Requirements                                     Who Provides?     Requirements
              EQUIPMENT                                                                    KNOWLEDGE




                                                                       IOMODEL.vsd
                                   AN INPUT - OUTPUT FLOW

               INPUT                        ACTIVITY -   "VALUE ADDED"
                                                                                          OUTPUT

                                        CUSTOMER            SUPPLIED OUTPUT
 KEY INPUT           SUPPLIER                                                 KEY OUTPUT           CUSTOM ER
  KEY INPUT           SUPPLIER                                                 KEY OUTPUT           CUSTOM ER

                                        ACTIVITY




                                        CUSTOMER            SUPPLIED OUTPUT




                                        ACTIVITY




PROCESS / PRODUCT   PROCESS / PRODUCT   CUSTOMER            SUPPLIED OUTPUT   PROCESS / PRODUCT   PROCESS / PRODUCT
  REQUIREMENTS      CONTROL MEASURES                                            REQUIREMENTS      CONTROL MEASURES



                                        ACTIVITY




                                        CUSTOMER            SUPPLIED OUTPUT




                                        ACTIVITY
                 TOOLS FOR MAPPING
• Flow Charting
      · Identifies the Detailed Activities
      · Categorizes the Process Elements
         (e.g. Operations, Ques, Inspections, Reporting, etc.)
      · Quantifies the Process Parameters
         (e.g. Cycle Time, Transportation, & Waste)
      · Comparative Analysis of what is and what could be

April 12, 2002                                              20
                                TRADITIONAL
                             FLOWCHART SYMBOLS


                                                 TRANSMIT
                    CARD      DISPLAY
                                                   TAPE
                                                               DRUM




                 CARD DECK    TERMINAL
                                                    INPUT
                                                   OUTPUT

                              MANUAL                           DISK

                 DOCUMENT    OPERATION
                                                PREPARATION

                                                              OFF PAGE
                             COLLATE
                                                     MERGE
                                         SORT
                   MANUAL



                                                              DECISION
                   ONLINE
                                                EXTRACT




April 12, 2002                                                           21
                                       BEGIN
                                 CHANGE CONTROL OF
                                                                Sub-Process to PDE003
                                  INSPECTION & TEST
                                    REQUIREMENTS                & PQC003
                                      PROCESS

                  VP Quality
                                 Rev iews Rev ision to         Revision to Part
                                Part Master & Forwards             Master
                                Applicable Inf ormation
                                      As Follows:


                                                           VP Quality

                                      Does the                              Takes appropriate
                                    Change Af f ect                            actions with
                                                          No               applicable Functions
                                  Inspection & Test                                                              STOP
                                 Requirements (Even if                      to Maintain WTS's
                                   Part Number Revision                    Quality Management
                                     Change Only)?                                Sy stem


                                              Y es
                                                                                                   Quality                                               MSA
                                                                                                   Engineering                                     Calibration
                                                                                                                                                  FMEA
                                                                                                                  Rev iews Changes with


FLOWCHART                             Does the
                                 APQP inv olv e only
                                WTS's Process Quality
                                  History Sheets ?
                                                          No
                                                                                                                 respect to Control Plans,
                                                                                                                   FMEAs, Inspection &
                                                                                                                   Test Equipment, AND
                                                                                                                   Measurement Sy stem
                                                                                                                         Analy sis
                                                                                                                                             Control Plan




FROM                                          Y es
                                                                                                                    Makes applicable
                                                                                                                  changes to Electronic
                                                                                                                   APQP Documents



I/O MODELING          Quality Control
                      Superv isor

                                  Makes applicable
                                  changes to Master
                                                                            Quality
                                                                            Engineering
                                                                                   Forwards the PPAP
                                                                                   Copy of the Rev ised Y es
                                                                                                                       Does the
                                                                                                                     APQP inv olv e
                                                                                                                    Changing WTS's
                                   Process Quality                                 Control Plan to the              Process Quality
                                   History Sheet(s)              PQHS                QC Superv isor                     History
                                                                                                                       Sheets?

                                                                                                                               No

                                                                A Mark-Up of the Current                            When Applicable          QC Part File
                                                                PQHS is acceptable until the                       Places the Current
                                 Replaces the Master            Electronic Master is                             APQP Documents in the
                                Process Quality History         Generated in the PQHS                               PPAP Folder kept
                                 Sheet(s) in Applicable         Directory . A Hard Copy shall                      in the QC Part File
                                     QC Part File               be placed in a tickler f ile to
                                                                ensure that an electronic
                                                                Master is generated
                                                                                                                Perf orms the Required
                                                                                                               Sy stem Analy sis (Process
                                  When Applicable                                                              Capabilities and/or MSA)
                                                                 QC Part File
                                 Places the Rev ised
                               Control Plan in the PPAP
                                  Folder kept in the
                                     QC Part File

                                                                                                                Retains Quality Records
                                                                                                               per Applicable Procedures


                                                                                                                          ENDS
                                                                                                                   CHANGE CONTROL OF
 April 12, 2002                                                                   Quality Change Flow1
                                                                                       050500.v sd
                                                                                                                    INSPECTION & TEST
                                                                                                                      REQUIREMENTS                22
                                                                                                                        PROCESS
                                                                                         05/05/00

								
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