史文月-STU业务流程管理与优化

1BusinessProcessManagement(BPM)withProcessImprovementPractice2005913(Copyright)2ØØØØØØØ21IntroductiontoBusinessProcessManagement2005913(Copyright)432005913(Copyright)52005913(Copyright)6/42005913(Copyright)72005913(Copyright)8ABusinessProcessdescribeshowsomethingisdoneinanorganization.…Business--Process()(i)(ii)(iii)52005913(Copyright)9Aprocessspecifiesthetransformationofinputstooutputs.•(Þ)•()•()•(Þ)TheProcessViewv2005913(Copyright)10Abusinessprocessisanetworkofconnectedactivitiesandbufferswithwelldefinedboundariesandprecedencerelationships,whichutilizeresourcestotransforminputsintooutputswiththepurposeofsatisfyingcustomerrequirements62005913(Copyright)111.Individualprocesses–Carriedoutbyonesingleindividual–2.VerticalorFunctionalprocesses–Containedwithinonefunctionalunitordepartment–3.HorizontalorCrossFunctionalprocesses–Spansseveralfunctionalunits,departmentsorcompanies–MakeupMakeup2005913(Copyright)12StrategicProcessesOperationalProcessesEnablingProcesses72005913(Copyright)13///...2005913(Copyright)14MarketingOperationsAccountingCEOOrderRequestOrderFulfilledProductionplanningVerticalprocessHorizontalprocessIndividualprocessBuyingaTVcommercial82005913(Copyright)15•“”––•⇒Process=WorkflowWorkflowManagementSystem9(Copyright)filename\locationPage1720059132005913(Copyright)18102005913(Copyright)19•••––––5%–2005913(Copyright)20112005913(Copyright)21“”Awelldesignedprocessdoestherightthings,right!…•BPD–•BPD2005913(Copyright)22ImprovementTimeIncrementalImprovementRadicalImprovementTheoreticalCapabilityStatisticalProcessControl122005913(Copyright)23•?––MaximizerevenuesandminimizecostsMustuseresourcesefficientlywhileunderstandingcustomerneedsSatisfyingcustomerneedsinanefficientwayProfitmaximizingfirmsNon-profitorganizationsOverarchingobjectiveisusuallytomaximizelongtermshareholdervalueAcommonobjectiveissurvivalandgrowthwhilesatisfyingcustomerneedsWelldesignedbusinessprocesses2005913(Copyright)24vØØ•1.–2.–?•Intensifiedcompetitioninallindustries⇒aprerequisiteforsuccessistobehighlycompetitive,i.e.tohaveaneffectivebusinessstrategy–Truealsoformanynon-profitorganizationsthatcompeteforfunds•Aneffectivebusinessstrategyisbasedonunderstandingtheorganization’sØInternalenvironment–itsstrengthsandweaknessesØExternalenvironment–theopportunitiesandthreats132005913(Copyright)25v:Value-AddingNon-ValueAddingHandoffDelayReworkBusinessValueAddingControlPolicycompliance2BusinessProcessManagement(BPM)andReengineeringApproaches142005913(Copyright)27•BPM-⇔•-Processdesign-Continuous(incremental)improvement-Controlsystems-Peoplemanagement-Changemanagement•BPM-•-2005913(Copyright)28•---“”-⇒“”“”•ProcessView-⇒“”-⇒--152005913(Copyright)29AssignprocessownershipPerformfeedback&controlDevelop&implementmeasuresEstablishcontrolpointsDefinetheprocessIIIIIIvProcessauthority,scope,interfacesandhandoffsaredeterminedvWorkflowdocumentationvBaselineforprocessevaluationisdefinedvMeansandproceduresforprocessmonitoring,feedbackandcontrolareestablishedAnalyzeboundaries&interfaces2005913(Copyright)30ØObjective:üClarifytheprocessscopeüDeterminewhowilltakeresponsibilityfortheprocessProcessownership•“”Needsomeoneinchargetomakethingshappen•Responsibilitiesofaprocessowner-Accountabilityandauthorityforprocessoperationsandimprovements-Facilitateproblemsolvingandmakesurecorrectiveactionistaken-Mediatebetweenlinemanagerswithoverlappingauthorities•Guidelinesforassigningprocessownership-Managerwithmostresourcesormostworkinvestedintheprocess-Managerthatismostaffectediftheprocessfails-Processownermusthavehighenoughpositiontoseehowtheprocessfitsintothe“bigpicture”,needsclouttosolvefunctionalbickering162005913(Copyright)31AnalyzingProcessBoundaries&Interfaces•-Providesaclearpictureoftheprocessscope-Definestheexternalinterfaces•Internalinterfaces-Handoffpointswithintheprocessboundaries-Mostcriticalwheretheprocesscrossesfunctionalororganizationalborders•Mostprocessinefficienciesarerelatedtoinsufficientinterfacecommunication(=lackofcoordination)-Importanttoidentifycriticalinterfacesearlyon2005913(Copyright)32••CPS⇔--ProducerPROCESSCustomerSupplierInputOutputCustomerRequirementsProducerRequirementsOutputInterfaceInputInterface172005913(Copyright)33ØObjective:üUnderstandanddocumenttheprocessworkflowüFacilitatecommunicationandunderstandingofprocessoperationsDefinetheprocess•Documentationofworkcontentinindividualactivities-UsuallyintermsofverbaldescriptionsüOperatingproceduresorStandardOperatingProcedures(SOP)•Documentationofprocessflows-UsuallyaflowchartbasedmethodüCombinationofverbalandgraphicaldescription•Commoninformationgatheringtechniques-Interviewswithpeopleworkingintheprocess(grouporindividual)-Analyticalobservation-Reviewofrelevantdocumentation2005913(Copyright)34ØObjective:üEstablishasystemforcontrollingtheprocessandprovidingfeedbacktothepeopleinvolvedEstablishControlPoints•Controlpointsareactivitiessuchas-Inspection,verification,auditing,measuring,counting…-Usuallyconsideredbusinessvalueadding•Withoutcontrolpointsandacontrolsystemtheonlywayofassessingprocessperformanceiscu