2. Mirko Kloppenburg Janina Kettenbohrer Daniel Beimborn Michael Bögle
Leading 20,000+ employees with a process-oriented management system – Insights into process management at Lufthansa Technik Group
Mirko Kloppenburg
Janina Kettenbohrer
Daniel Beimborn
Michael Bögle

3. INTRODUCTION

4. SITUATION FACED

5. ACTION TAKEN

6. Fig. 1. Processes and requirements are connected by tasks in IQ MOVE.
Requirement Management
1. Document requirements
2. Interpret requirements
laws, standards &
external regulations
Corporate policies & principles
Requirement
Database
Contracts,
specifications
Process Management
3. Assign tasks
4. Integrate tasks
Process
and
Document Database

7. Fig. 2. Four levels of detail are used to describe processes in IQ MOVE
low
Process Map
Process Display
Info Box of Activity
Level of Detail
Activity-related Document
high

8. Operational structure
Fig. 5. Differentiation between management system and operational documentation
Requirement documentation
Operational structure
Organizational structure
generalized
standard processes
Technical documentation
specific information
job cards,
manufacturer manuals,
engineering orders,
service bulletins…

9. Process Responsibility Disciplinary Responsibility
Fig. 7. Roles of the Framework for Assignment of Responsibilities (FAR+) (Kettenbohrer et al., 2013, 2014)
Accountable for process domain strategy
Nominates Process Owner of end-to-end processes
Process Responsibility
Disciplinary Responsibility
Accountable for org-unit specific process accomplishment
Budget fulfillment
Role assignment to employees
Target agreement
Personnel development incl. training
Administrative management of employee (contract)
Process
Domain Owner
Line Manager
Management
Senior
Process Owner
Line Manager
Accountable for process definition, improvement and coordination
Direct Management
Process Architect
Process Manager
Responsible for process definition and improvement
Responsible for inter-org unit coordination of assigned process instance
Represents assigned process instance

10. RESULTS ACHIEVED

11. LESSONS LEARNED