Process Thinking
Is it Luck that You are Good?
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Quality › Philosophical
› Perceived
› Operational
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Operational Quality › Specifications
› Measurable
› Consistency
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You cannot inspect quality into the product
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Quality
› If you want quality, you design a system
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Input output model
Process
› A set of activities, which transforms an input into an output
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Flow charting
› Technique to make processes visible
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Charting symbols
Flow charting
› Descriptive
› Prescriptive
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Flow charting: advantages Understanding of the work for everyone involved
Creating standardization, thus giving a higher consistency of products and services with less errors Possibility to locate problems and their causes. Creating opportunities for improvement
Possibility to define where value is created 12 |
Flow charting: alternatives
Check lists
Service scripts
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Nested processes
› Larger processes are often made up of sub processes
› This is called Nesting
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Nested processes
Departments
› Some processes are executed by more departments
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Swimming lane model
Process Management
› Adequate Resourcing › Adequate Capacity › Adequately skilled staffing › (Process improvement) 18 |
Execution
› Monitoring
› Analyzing
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Process Leadership
› Process is the responsibility of management
› Put a good employee against a bad process, and the process will win
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