CH-3-(Business) Process Management Assist Prof Banu OZKESER October, 2015

A quick look to agenda  3.1. Process and Process Management  3.2. Why Do We Need Process Management  3.3. Popular Tools for Process Improvement  3.4. P-D-C-A Cycle  3.5. Implementation Examples from Business Life

3.1. Process and Process Management Process: Sequence of interdependent and linked procedures which, at every stage, consume one or more resources (employee time, energy, machines, money) to convert inputs (data, material, parts, etc.) into outputs. Read more:

3.1. Process and Process Management Process management: Administrative activities aimed at (1) defining a process, (2) establishing responsibilities, (3) evaluating process performance, and (4) identifying opportunities for improvement. Read more: management.html#ixzz3pCp112QZhttp:// management.html#ixzz3pCp112QZ

3.1. Process and Process Management Let’s give examples… Process Inputs Outputs

3.2. Why Do We Need Process Management? Let’s watch our video…

3.2. Why Do We Need (Business) Process Management? To increase customers’ expectation And also, BPM increases operational efficiencies, speeding time to market and time to service. BPM leverages existing standards, permitting the reuse of legacy applications and the creation of new IT assets. BPM improves regulatory compliance, gained through improved process control, regulation and monitoring. BPM offers increased customer retention, achieved through better, faster and deeper integration of customer and sales management systems. BPM combined with SOA (Service Oriented Architecture) bridges the gap between the technically-minded creators of services and the business-minded users of them

3.3. Popular Tools for Process Improvement Flow chart: A flowchart is a type of diagram that represents an algorithm, workflow or process, showing the steps as boxes of various kinds, and their order by connecting them with arrows.

3.3. Popular Tools for Process Improvement Flow chart basic symbols

3.3. Popular Tools for Process Improvement Flow chart examples

3.3. Popular Tools for Process Improvement Kaizen: Kaizen is the practice of continuous improvement. It is a long-term approach to work that systematically seeks to achieve small, incremental changes in processes order to improve efficiency and quality. Six-sigma: « Six Sigma is a quality program that, when all is said and done, improves your customer’s experience, lowers your costs, and builds better leaders.» — Jack WelchJack Welch Six Sigma is a set of techniques and tools for process improvement. It was introduced by engineer Bill Smith while working at Motorola in 1986.

3.3. Popular Tools for Process Improvement 5S: It engages people through the use of 'Standards' and ‘Discipline'. It is the name of a workplace organization method that uses a list of five Japanese words: seiri, seiton, seiso, seiketsu, and shitsuke. The 5 Steps are as follows: Sort: Sort out & separate that which is needed & not needed in the area. Straighten: Arrange items that are needed so that they are ready & easy to use. Clearly identify locations for all items so that anyone can find them & return them once the task is completed. Shine: Clean the workplace & equipment on a regular basis in order to maintain standards & identify defects. Standardise: Revisit the first three of the 5S on a frequent basis and confirm the condition of the Gemba using standard procedures. Sustain: Keep to the rules to maintain the standard & continue to improve every day.

3.4. P-D-C-A Cycle PDCA (plan–do–check–act or plan–do–check–adjust) is an iterative four-step management method used in business for the control and continuous improvement of processes and products. It is also known as the Deming circle/cycle/wheel.

3.4. P-D-C-A Cycle

3.5. Implementation Examples from Business Life (Business) Process management in 3 minutes And An example of process management software

Questions?