PROCESS
MANAGEMENTDr. Małgorzata Wiśniewska
Faculty of Engineering Management
11 Strzelecka Str., room 303A
email: [email protected]
How to pass?
Attendance and preparation.
Set of excercises (written form) sent by email
as PDF file till 30.01.2017.
Resources
1.Skrzypek E., Hofman M., Zarządzanie procesami
w przedsiębiorstwie. Oficyna Wolters Kluwer Business, Warszawa,
2010.
2.Adamczyk M., Trzcieliński S., Procesowe kształtowanie struktury
organizacyjnej przedsiębiorstwa - niektóre wyniki badań literaturowych,
Zeszyty Naukowe Politechniki Poznańskiej, Organizacja i Zarządzanie,
nr 40, Poznań, 2005.
3.Hammer M., Champy J., Reengineering w przedsiębiorstwie,
Neumann Management Institute, Warszawa, 1996.
4.Burlton R.T., Business Process Management: Profiting From Process,
Sams Publishing, USA, 2001.
Program
1. Company’s characteristic (real case)
• Organizational type and profile
• History
• Human resources and organizational chart
• Offer
• Key customers
2. Strategic goals
• Mission
• Vision
• Strategic goals
3. Identification and modelling of processes in the organization
• Customer’s model
• Measurement of standards of customer service
• Process modelling
• Process mapping
4. Process management (abilities of process leaders and owners, process
planning and changing)
1. Business characteristic
• Organizational type and profile
• History
• Human resources and organizational chart
• Offer
• Key customers
2. Strategic goals
• Mission
• Vision
• Strategic goals
SMART Rule
Specific
Measurable
Achievable
Realistic
Timed
3. Identification and modelling of
processes in the organization
• Customer’s model
• Measurement of standards of customer service
• Process modelling
• Process mapping
Model of Customers
Task: Draw a customer model
In this task, we identify external customers, their
needs and expectations, and an interaction
between the organization and its customers.
1. Who are your customers? Divide them into
the groups.
2. What are their needs and wants?
3. What are the relations between your
company and your customers?
Present above information in the form of an
appropriate model.
Measurement of standards
of customer service
Task: Define and measure the effects.
In this task, there are introduced measure
outcomes as a reference point of customer
expectations.
1. Determine the types of performance measures
that best measure the effects of activities in the
areas most important to customers.
2. Specify the norms and standards and identify
problems in achieving these results, if
necessary.
Examples
a. The delivery time - from receipt to shipment
of goods.
b. The percentage of contracts implemented
due to the order - accurately and completely.
c. The percentage of defective products.
d. The time required for meeting liabilities
(eg. complaints).
e. ???
Analysis of the delivery time process - from receipt to
shipment of goods on the example
of ABC Toy Company
Two standards:
1. Orders placed for the first time (new customer)
Standard: 4 weeks
• Met at 90%
Problem: the order adopted at the end of the season for
toys and thus realized too late.
2. Orders retried (loyal customer)
Standard: 2 weeks
• Met at 80%
Problem: quickly ending stocks.
Process modelling
Task: Model the Key Process
1. Make the list of key processes (main,
performed daily, having the greatest impact on
the ultimate success or failure of the company).
2. Select one key process and organize state
changes (actions) for this one only.
3. Define the objectives of the process and the
critical success factors.
4. Set Inputs of the resources to the process and
its Outputs.
Example of key processes
1. Develop product
2. Produce
3. Check order
4. Handle customer inquiries
5. Lead customer accounts
6. Develop human resources
7. Reward
8. Provide funds
9. Adapt to the needs
10. Acquire orders
Changing the stateList the activities carried out in the company of ABC Toy Company
during the Check order process
Posted
Posted TO Pre-
processed
Pre-processed TO
Processed and
Complete
Identify customer
Add if the new
Identify a reseller
Locate% commission
Give the order number
If it is a change order - make adjustments
Check credit
If necessary, specify additional conditions (prepayment, cash)
Check inventory
Make the allocation, if necessary
Create a list of goods to be taken
Determine the date of dispatch
Set a work schedule
Receive relevant goods – complete
Mark, what has been downloaded
Update inventory
Review your order - prepare an order for products 1/2
Changing the state List the activities carried out in the company of ABC Toy Company
during the Check order process
Complete TO Packed
Packed TO Sent
Sent TO Charged
receivable
Verify your order
Prepare mailings
Pack
Determine the shipping method
Determine the size of the fee
Consolidate
Send
Prepare invoice
Send Invoice
2/2
The model of the process
„Check order”
Process mapping
Task: Make a map of the process based on the
company organizational chart.
1. Adjust (if necessary simplify) the organization
chart.
2. Identify the organization of workplaces involved
in the action, and the nature of their involvement
(the responsibility, what provides, what accepts).
Map of „Check the order” process - example
Activities
Identify
custo
mer
Add
ifth
e n
ew
Identify
a r
eselle
r
Locate
% c
om
mis
sio
n
Giv
eth
e o
rder
num
ber
If it is
a c
hange o
rder
-m
ake a
dju
stm
ents
Check c
redit
If n
ecessary
, specify a
dditio
nal conditio
ns
Check
invento
ry
Make the a
llocation, if n
ecessary
Cre
ate
a lis
t of goods to b
e taken
Dete
rmin
e the d
ate
of dis
patc
h
Set a w
ork
schedule
Receiv
ere
levant
goods
–com
ple
te
Mark
, w
hat
has b
een d
ow
nlo
aded
Update
invento
ryR
evie
w y
our
ord
er
-pre
pare
an o
rder
for
pro
ducts
Verify
your
ord
er
Pre
pare
maili
ngs
Pack
Dete
rmin
eth
e s
hip
pin
gm
eth
od
Dete
rmin
e the s
ize o
f th
e f
ee
Consolid
ate
Send
Pre
pare
invoic
e
Send
invoic
e
Marketing SalesI I N
Realization of orders R R R R R N N R R N
Logistics
Inventory controlN R R N
ShipmentR R R R R R N N N N
WarehousingN R R R R I
Manufacturing Production planningN N
Accounting
ChargesI I
LoansR R R
InvoicingN N R R R R R
R - RESPONSIBLE I - IN N - NOTICED
4. Process management
Tasks:
1. Identify the owner of the process, determine
his/her responsibilities for: work management and
development of employees.
2. Perform process analysis and process
management in the context of the mission, vision
and strategic objectives of the organization.
3. Decide on the need for organizational changes.
Make a program of change.