1.1 BUSINESS PROCESS ANALYSIS FUNDAMENTALS.ppt

1.1 BUSINESS PROCESS ANALYSIS FUNDAMENTALS.ppt - Click to...

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Unformatted text preview: Click to edit Master subtitle style Business Process Analysis MGSC 485 Business Process Management Moore School of Business University of South Carolina Outline Why Study Processes What is a Business Process The Buzz of Lean and Six-Sigma The Core of Lean Six-Sigma and the DMAIC Framework The Journey to Process Analysis Competencies 22 Why Study Processes? 33 Why Study Processes? Firms compete using specific competitive capabilities based on their products and processes that create and supply these products Processes form the backbone of capabilities: e.g., how can a fast-food restaurant serve inexpensive food in five minutes, and still make money? 44 Why Study Processes? (cont) Examples of competitive capabilities Low Cost: WalMart, Southwest Airlines, TacoBell Differentiation: Safeskin, Shouldice Hospital, RubberMaid Speed: FedEx, Jiffy Lube Processes must be aligned to these operations capabilities 55 Examples of Processes Product creation process Order Fulfillment Process at a Distribution Center New Product Development Process Sourcing Process Product Delivery Process (Logistics and Distribution) Facility Construction Process Inventory Replenishment Process 66 Examples of Processes Patient Treatment Process New Members/Subscribers Enrollment Process Patrons Serving Process (hotels, restaurants) HelpDesk/Call Center Process Event Planning Process New Employee Orientation Process Loan Approval Process 77 Personal Examples Shopping Process Studying Process Career/Professional Development Process Job Search Process Wedding Planning 88 Whether Professional or Personal, Goals are the Effective Process: Must Give Customers What They Want (must have the correct outcomes) Efficient Process: Must produce the correct outcomes using resources most efficiently (How) It is all about What and How 99 Deconstructing Business Processes 1010 So, What is a Process? 1111 Transformatio n Custom er Flow In Custom er Flow Out Resourc es Performance Measures Metrics Targets Ys Xs Basic Process Elements Inputs Transformation Resources Outputs 1212 Process Element 1 and 4: Customers In - Sick Patients V Out - Cured Patients In Customer Complaints e Out - Resolved Complaints In Customer Orders & Out - Completed Orders In Students & Out - Graduates with good careers 1313 Process Element 1 and 4: Customers Complexity Types of Customers Demand Pattern (Arrival pattern; batch sizes, etc.) Behavior in Process (predictability; priority) Processing Requirements (regular versus trauma) 1414 Process Element 2: Transformation Hospital Patient Treatment Call Center Call Answering Manufacturing Production College Education and Placement 1515 Process Element 2: Transformation Number of Steps...
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1.1 BUSINESS PROCESS ANALYSIS FUNDAMENTALS.ppt - Click to...

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