Services Management Proces

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					                                      Business Systems


                                           Interactions




2001 Cayman Business Systems                                         Elsmar.com -- The Cove!
Print date: Friday, August 12, 2011   Business Systems - Processes                   Slide 1
               A Quality Management System?




2001 Cayman Business Systems                                         Elsmar.com -- The Cove!
Print date: Friday, August 12, 2011   Business Systems - Processes                   Slide 2
                                      Trade Relationships




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2001 Cayman Business Systems                                                 Elsmar.com -- The Cove!
Print date: Friday, August 12, 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, August 12, 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, August 12, 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, August 12, 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, August 12, 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, August 12, 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, August 12, 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, August 12, 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, August 12, 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, August 12, 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, August 12, 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, August 12, 2011       Business Systems - Processes                                           Slide 14
                   Integrated Process Overview Example




2001 Cayman Business Systems                                         Elsmar.com -- The Cove!
Print date: Friday, August 12, 2011   Business Systems - Processes                  Slide 15
                                      Process Interaction Example




2001 Cayman Business Systems                                              Elsmar.com -- The Cove!
Print date: Friday, August 12, 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, August 12, 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, August 12, 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, August 12, 2011      Business Systems - Processes                           Slide 19

				
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