Quality Management Proces by bfe25133

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									                                    Business Systems


                                         Interactions




2001 Cayman Business Systems                                       Elsmar.com -- The Cove!
Print date: Friday, July 22, 2011   Business Systems - Processes                   Slide 1
               A Quality Management System?




2001 Cayman Business Systems                                       Elsmar.com -- The Cove!
Print date: Friday, July 22, 2011   Business Systems - Processes                   Slide 2
                                    Trade Relationships




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2001 Cayman Business Systems                                               Elsmar.com -- The Cove!
Print date: Friday, July 22, 2011    Business Systems - Processes                          Slide 3
           Organization As An Extended System

                                                       Design and           Consumer
                                                        redesign            Research
              Suppliers of
                                                                                             C
              materials and              Receipt and
               equipment                                                                     o
                                           test of
                                                                 Distribution
                                                                                             n
                                          materials
                           A                                                                 s
                           B           Production, assembly, inspection                      u
                           C                                                                 m
                           D                                                                 e
                                                                                             r
                                    Test of processes, machines, methods                     s
                                                                     (Deming, 1986)




2001 Cayman Business Systems                                                          Elsmar.com -- The Cove!
Print date: Friday, July 22, 2011           Business Systems - Processes                              Slide 4
      Extending Outside the Organization
                                                                   Your Product(s)
                                           System
               S
                                                                                   E
               U
                                                                                   N
               P                                                                   D
               P
               L                                                                   U
               I                                                                   S
               E                                                                   E
                                                                                   R
               R
                                                                                   S
               S

                                                Sub-System      Process (or Sub-Sub-
                                                               System) Within a System

2001 Cayman Business Systems                                                Elsmar.com -- The Cove!
Print date: Friday, July 22, 2011   Business Systems - Processes                            Slide 5
             Measures In The Extended System


                                         Systems / Processes
                                        Machines       Methods
                 Inputs                                                   Outputs
                                                                                     Outcomes
                                                                           Product
               Supplier                                                       or      End-user
                                                                           Service

                                        People     Material Environment




                                    Convert to Measurables When None Exist


2001 Cayman Business Systems                                                           Elsmar.com -- The Cove!
Print date: Friday, July 22, 2011                Business Systems - Processes                          Slide 6
                                       An Extended System
                                           Process Within the System Sub-System System


            Environment                                                                   Environment
                                                                Yes

                                                              No




              Suppliers                                                                    End-user

                              Short-term                                           Short-term
                              Feedback                                             Feedback
                                                       No          Yes




                                                            Internal
                                    Long-term                                  Long-term

                                    feedback                                   feedback

2001 Cayman Business Systems                                                                 Elsmar.com -- The Cove!
Print date: Friday, July 22, 2011               Business Systems - Processes                                 Slide 7
                       The ISO 9001:2000 'Process' Model
                                                        Continual Improvement
                                                                 of the
                                                      Quality Management System


                                                             MANAGEMENT
 Customers                                                  RESPONSIBILITY                                     Customers
     and                                                      Quality Policy                                       and
    Other                                                   Quality Objectives                                    Other
 Interested                                                Management Review
                                                                                                               Interested
   Parties                                                                                                       Parties

                                                                                  MEASUREMENT,
                                                                                  ANALYSIS AND
                                      RESOURCE             INFRASTRUCTURE
                                                                                  IMPROVEMENT
                                     MANAGEMENT             Document Control
                                                                                    Internal Audit              Satisfaction
                                      Purchasing            Control of Records
                                                                                  Preventive Action
                                    Human Resources        Information Systems
                                                                                  Corrective Action
                                                                                      Customer
                                                                                     Satisfaction




  Requirements                                           PRODUCT REALIZATION
                                                             Process Planning             PRODUCT(s)
                                                          Process Documentation




2001 Cayman Business Systems                                                                           Elsmar.com -- The Cove!
Print date: Friday, July 22, 2011             Business Systems - Processes                                             Slide 8
                     Simple Top Level Operations Flowchart
                                                                                 Account
                                                                                Management




    Sales /               Order                 Order to                 Procure                 Build                 Ship                    Bill              Collect
   Marketing              Receipt                MFG.                    Material               Product               Product                Customer            Money

 Mrkting Process      Order Review           Verify Inputs             Review Reqmts          Review Doc. Pack.      Confirm Date            Mail Invoice   Receive Payments
 Sales Process        Gen. Doc.              Plan the Job              Make vs. Buy           Kit Materials          Create Pack. Docs.                     Resolve Disputes
 Quote Process        Acknowl. Order         Release for Purch 7       Select Supplier        Set up Equip.          Create / Dist Invoice
 Credit Approval      Notify Mfg.            Mfg.                      Issue RFQ              Mfg. per Route Card    Sched. Carrier
                                                                       Place Orders           Package                Generate Ship. Docs.
                                                                       Eval. Incoming Matls   Send to Finish goods   Pass to shipper
                                                                       Material Dispo.                               File Paperwork
                                                                       Autorize Supp. pay

       Support Processes

                                          Quality                    Document                                            Facilities                   Material
         Management                      Systems                                               Training
                                                                      Control                                           Processes                     Stocking
          Processes                    Internal Audits
        Results / Forecasts             Procedures &
          Business Plan                   Standards
           Mgmnt Mtgs.                                             Control of Test            Personnel                 Corrective                   Financial
                                                                    Equipment                 Processes                  Action                      Processes


            Design                      Supplier                                              Customer                   Customer                   Preventative
                                                                   Data Security
          Engineering                   Approval                                              Complaints                 Services                   Maintenance




2001 Cayman Business Systems                                                                                                                        Elsmar.com -- The Cove!
Print date: Friday, July 22, 2011                        Business Systems - Processes                                                                               Slide 9
          Quality Through Process Improvement
                                         Process Feedback

                      Machines          Methods


                                                               Product or
                                                                 Service    Customer


                    People          Material Environment


                                                       Customer Feedback




              Feedback is a cornerstone, so to speak, of ISO 9001. The implication
                  throughout the standard is that you will manage with data.

2001 Cayman Business Systems                                                   Elsmar.com -- The Cove!
Print date: Friday, July 22, 2011            Business Systems - Processes                     Slide 10
                                    Business As A System (Process)
        Design Product




         Receive Order              Sales / Marketing



             Purchase                               Sub-Processes
             Materials                              (Sub-Systems)




             Receive
                                      Fabrication                    Assembly      Ship
             Materials



                                    Component Test                  Device Test




                                               Process Validations
2001 Cayman Business Systems                                                      Elsmar.com -- The Cove!
Print date: Friday, July 22, 2011      Business Systems - Processes                              Slide 11
                  Define Product and Base Processes
                          External Customers                              Process 3

             Retail Clients                     Wholesale                Sub-Process
                     Process 1                    Process 2
                                                                         Sub-Process
               High level Process              High level Process
                                                                              A
                  Description                     Description
                                                                         Sub-Process
                     1. Product 1                 1. Product 1                B
                     2. Product 2
                                                                         Information
                                    Products                               Services


                                                                          Process 4
                                                                        Sub-Process
          This is not meant to represent YOUR process
       structure. It is only meant to serve to give you food            Sub-Process A
            for thought on looking at your processes.
                                                                        Sub-Process B

                                                                        Sub-Process C


2001 Cayman Business Systems                                                   Elsmar.com -- The Cove!
Print date: Friday, July 22, 2011        Business Systems - Processes                         Slide 12
                                       Main Processes / Systems
                                                                                                 Process 3
                                                               Process 1
                                                                                                Add New
     Sales                          Proposal                Contract        Implement
                                                                                                Contracts
    Outside                         Proposal to         For Retailer
    Retailer                         Retailer           Relationship
     Selling
    Covered
    Products
                                                               Process 2
                                  Tele-Market                  Contact
                                                                              Successful
                                Retailer Provides            Prospective
                                                                                Sale
                                Sales Information            Customers


                                                               Process 4
                                              Contact            Service      Service
                      Individual                                                           Company
                                             Servicer &          Supplier    Supplier
                       Calls for                                                             Pays
                                               Issue             Provides    Invoices
                       Service                                                              Invoice
                                            Authorization        Service     Company


2001 Cayman Business Systems                                                                    Elsmar.com -- The Cove!
Print date: Friday, July 22, 2011                 Business Systems - Processes                                 Slide 13
                              Miscellaneous Sub-Processes

         Contracting &                                          Warranty                        Direct
          Compliance                Client Services           Administration                   Marketing
     • Contract Negotiation         • Load client data                • Claims              • Campaign Planning
     • Compliance to State            electronically      • Review & Approve Payments       • Execute Direct Mail
                                    • Dealer Set Up       • OTL authorizations for retail     & Telemarketing
       Regulations                                          contracts
                                    • Table maintenance                                       campaigns
     • Maintenance of               • New client                                            • Reporting for Client
       Fulfillment Process            installations          • Customer Service               and management
                                                          • Entitle & issue all initial
                                      (implementations)     authorizations
                                                          • Inbound Sales Calls
                                                          • Calculations for cash out
                                                                                            Sales & Marketing
                                      Data Entry                                                 Support
                                                           • Service Recruitment
                                    • Load client data    • Maintain Servicer Database      • Develop proposals
                                                          • Satellite Customer Service
                                      manually                                              • Control collateral
                                    • Process                                                 materials
                                      Cancellations
                                                                • Compliance &
                                                                    Training
                                                          • New Employee Training
                                                          • Quality audits of staff
                                                          • QA Card review & reporting

                                                                 • PC Help Desk
                                                          • Entitle & issue all initial
                                                            authorizations



2001 Cayman Business Systems                                                                    Elsmar.com -- The Cove!
Print date: Friday, July 22, 2011       Business Systems - Processes                                           Slide 14
                   Integrated Process Overview Example




2001 Cayman Business Systems                                       Elsmar.com -- The Cove!
Print date: Friday, July 22, 2011   Business Systems - Processes                  Slide 15
                                    Process Interaction Example




2001 Cayman Business Systems                                            Elsmar.com -- The Cove!
Print date: Friday, July 22, 2011        Business Systems - Processes                  Slide 16
  The Organization as a System, Subsystems, and Processes


                                              Yes


                                            No




                                       No        Yes




         Every company is made up of systems / processes. These interact. And
                      they extend beyond the company ‘walls’.

2001 Cayman Business Systems                                        Elsmar.com -- The Cove!
Print date: Friday, July 22, 2011   Business Systems - Processes                   Slide 17
             Systems and Subsystems
                                    Army
                                                                          System
                              Marines
                                                                            for
                            Air Force
                                                                          Defense
                                    Navy




                                                         y

                                                   n




        There are high level systems and low level systems. High level systems
                          are composed various sub-systems.
2001 Cayman Business Systems                                                        Elsmar.com -- The Cove!
Print date: Friday, July 22, 2011          Business Systems - Processes                            Slide 18
               Document Types / Classification & Controls


                                      Master Systems
                                                                      Department
                                       Systems                         Specific      Control by:
                   Control by:                                                       Department
              Quality Systems
                                      Manual and                       Training      Manager
                      Manager          Level IIs                       Materials




                                     Departmental          Quality     Training     Control by:
                                                                                    Department
                                    Master Systems         Records     Records      Manager
             Control by:
     Department Manager


                                     Departmental                     Orientation    Control by:
                                                                       Training      HR
                                    Work Instructions
                                                                       Materials




2001 Cayman Business Systems                                                   Elsmar.com -- The Cove!
Print date: Friday, July 22, 2011      Business Systems - Processes                           Slide 19

								
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