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MANAGEMENT AND MANAGEMENT AND IMPROVEMENT OF PROCESSES IMPROVEMENT OF PROCESSES

Management by processes

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1.1. Introduction

1.2. To stablish the structure of processes

1.3. To chararacterise the processes

1.4. To measure the efectiveness of the processes

1.5. Processes improvement

1. Management by processes

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CASE: cooking hamburguers

1. Control of one, tasting one by, taking a little piece of them (Control on the product).

2. Statistical control of the process: sampling one in a certain number of hamburgers.

>>

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3. Control of the process: (Control on the process)Control variables: time, temperature(but there are still mistakes, because the cooker, after a number of hamburgers change its conditions and the temperature stops beig the correct– Scab in the plate that lowers the thermal efficiency).

4. Control of the conditions of the process (Control on the conditions of the process)

Every certain time cleaning the plate is needed to maintain the conditions of temperature (and time)

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Model of a quality management sistem based on processes

1.1. Introduction

Continuos improvement of the quality management sistem

Requierements

satisfactionProcesses management

ProductProduct

accomplishment

Measurement, analysis and improvement

Responsability of the direction

Client client

Incomes Outcomes

Activities that contribute value

Information flow

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Process

Process: Set of activities mutually related or that interacts, that transforms entrance elements into results

Product/Service: Result of a process

Requirement: Established necesities or expectations, generally implicit or obligatory ones. (of the product, the service, the client or the General Quality Sistem)

ResultsEntrance elements

Resources

Process

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ACTIONSERVICE

REQUESTED

REFERENCESPROPOSAL OF IMPROVEMENTS. REQUEST OF RESOURCES

SERVICE DONE

DELIVEY OF ASKED

INFORMATIONRESOURCES

DESIGN OF QUALITY PROCESS

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Aproach based on processes

“An approach based on processes within a quality

management sistem emphasizes the importance of:

a) The understanding and the fulfillment of the

requirements,

b) The necessity of considering the processes in terms

of added value

>>>

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c) The obtaining of results of the performance and effectiveness of the process

d) The continuous improvement of the processes based on objective measurements”

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Approach to the Client

Processes and activities have to add value to the client

ORGANIZATION

CL

IEN

T

Value

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Summary of the approach to processes

To understand the structure of processesa) To identify the structure of processesb) To determine the interaction sequence of

processes

To know the processesc) To determine the necessary criteria and methods

to make sure that the operation and the control of the processes are effective

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To obtain results– Getting sure of the availability of resources and

information necessary to support the operation and the pursuit of the processes

– To pursuit, measure and analyze the processes

To get better– To implement the actions necessary to reach the

planned results and the continuous improvement of the processes

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1.2. To establish the structure of processes

How to reach a processes map

To identify the processes

To group the processes

To establish interaction

sequence: Map of Processes

To choose the necesary

processes

1 2

3 4

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1.2.1 Identification of the processes

1 Identify activities· By function· By department· By position· ...

2 Group activities· Common purposes· Common incomes· Common outcomes· ...

List of processes

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1.2.2 To choose the necessary processes

Necessary processes :Those that finally will apear on the procesess

map of the organization.

Criteria for their determination:

– They affect the satisfaction degree of the client because the capacity to fulfill his necessities and expectations depends to a great extent on them.

– They are related to the capacity of the organization to provide products and services in agreement

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– The fulfillment of the organization´s mission, the progress towards the vision and the attainment of their strategic targets depend, in great extent, on them

– They involve a high percentage of the organization´s resources and, in consequence, their optimization and efficiency have a very important weight in the attainment of the competitive results

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PLANIFICATION PROCESSES

PROCESSES OF RESOURCES MANAGEMENT

PROCESSES OF PRODUCT MAKING

MEASURE, ANALYSIS AND IMPROVEMENT PROCESSES

CLIENT

5

6

7

8

Norm

1.2.3 Processes grouping

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* Quality Management System

* communication and marketing

* strategic and management planification (short, medium and long term)

Strategic and planification

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* Information and knowledge

* people

* work enviroment

* economic and administrative processes

Resources management

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*Processes of design and development of the product

* Production processes

* Process of commercialization (portfolio of orders)* Process of attention to the client (post-sale, complaints and claims, satisfaction)

Accomplishment of the product

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* Improvement processes management* Economic-financial pursuit* Pursuit of the satisfaction of interested parts

Measure, analysis and improvement

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Externaly contracted processes

1. To assure the control on such processes

2. To identify the control in the quality management sistem

The control of external processes must be identified in the quality management sistem of the organization

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• Processes of accomplishment

Product manufacture

• Support processes

* Management:

Quality, personnel, purchases, innovation, knowledge, financial management

* Formation

* Maintenance

Another classification

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Company processes

- Company management

- Marketing

- Sales

- Financial management

- Human resources management

>>>

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- Purchases

- Material resources maintenance

- Produt development

- Production

- Distribution

- Delivery of services

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Check lists

For each process a check-list is structured in relation to:

• Targets and policies

• Activities• Revision and improvement

- targets achivement

- effectiveness

- relevance of policies and objectives

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Politcy

Quality management sistem

Process

Formation Auditspurchases

Measuerement, Analysis and Improvement(problems: causes- solutions)

Client Client

1.2.4 Processes map (Example)

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R1 Revision by the directionR2 Competence, R3 Planning of the accomplishment of the productR4 Revision of the requirements related to the productR5 Income elements for design and development R6 Revision of the design and the developmentR7 Verification of the desing and the developmentR8 Validation of design and developmentR9 Control of the changes in design and developmentR10 Purchases process

PD 1 Documents control

PD2 Cregistries control

PD3 Auditoría Interna

PD4 Not conform product registrie

PD5 Remedial action

PD6 Preventive action

R11 Validation of production and service benefit processR12 Identification and pursuitR13 Client´s propertyR14 Control of the measurement and pursuit devices: calibration and verificationR15 Internal auditR16 product pursuit and measurementR17 Not conform product controlR18 Remedial astion R19 Preventive action

R3

R4

R5R6 R7 R8

R9

R11 R12

R13

R17

R18

PD4

PD5

Quality Management Sistem

Commercial Ingeniering Production Delivey Invoicing

Clie

nt

Revisión Requisitos

An

alys

is

Imp

rove

men

t

Clie

nt´

s sa

tisf

acti

on

m

easu

rem

ent

Process/product measurement

purchases

Calidad

Clie

nt

R1 R15PD1 PD2 PD3

R14 R16

R10

PlanificaciónCoordination

Resources (Materials Human resources)

Planification

R19PD6

R2

Comunication

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Ericson Spain Management Sistem

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PERSON IN CHARGE OF THE DIRECTION

RESOURCES MANAGEMENT

SUPPLIES AND SUPPLIERS MANAGEMENT

MEASUREMENT, ANALYSIS AND IMPROVEMENT

Not conformity managementRemedial and preventive asctions

Internal auditsData analysis

SATISFACTION

MAILWEB

ATTENTION TO HOLDERS

SECURITY AND CONFIDENTIALY OF HOLDERS´ DATA

PR

OD

UC

T

HO

LD

ER

S

RE

QU

IRE

ME

NT

S

INF

OR

MA

TIO

N T

O H

OL

DE

RS

INC

OM

E LOGISTICS

OPERATIONS

SISTEM

MARKETING

TRIPS

SALES

OTHERS

CO

NT

RO

L

QU

AL

ITY

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Necessity of documentation of the processes

What is needed to know of each process to be able to manage it?

How are the processes characterized?

* Process diagrams

* Process cards

* Documented procedure

* Tecnical instruction

* Planes

* etc

1.3. To characterize the processes. Description and documentation of processes

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Process cards

Definition of procedure:“Specific form to carry out an activity or a

process. It can be documented or not” ISO 9000:2000

Process

Mision

Person in charge of the process

Limits

Incomes and outcomes

Infrastructure and competition

Control variables

Indicators

Registries

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Mision of the Process

It must identify the cause, intention or reason of being and for who the process destines, its purpose, clients and users

It can include an initial description, brief and concise, of the process, so that it serves as direction and presentation of itself

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Person in charge of the process

Member of the organization to whom to the direction or leadership of all the activities relative to the management of the process is assigned.

Tasks:

• To assume the global responsibility of the process, being assured its control, effectiveness and efficiency of stable and permanent form

• Final responsibility of the results before the direction

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• To administer the delegation of power received correctly, authorizing and delegating as well to the employees who assume the property of their works

• To maintain the interrelation with the other processes of the organization

• To assure that the process properly is documented with the Indicators, necessary Control variables and measures and that the information is distributed with regularity and precision

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Limits

Where the scope of influence of the process begins and finishes

Identify:

• Begining, ending and activities that it includes

• Incomes and supliers

• Results and clients

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Incomes and results

• To identify the characteristics of the incomes• To specify the values of the characteristics so that

the entrances are procesables• To specify the values wished for the characteristics

of the exits (in agreement results)

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5.2 Approach to the client

Objective: to guarantee that the organization knows the market

Market suerveysgroups trims in the necessities of the client

market testsbenchmarking of products

information of clientsopinions of commercials

Policy of qualityObjectives

Planning of the SGCIdentification of actions to satisfy the client

Client´s voice

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Requirements ISO 9001Policy and targets

Evaluation resourcesRevisionsInformation of resultsInformation of auditsInformation of prevention/correction actions

Income

Planification

To determine necessary resources structure processes activities controls responsibilities changes and their effects

definition of the parts that constitute the quality management sistem

dispositions for the change management

Result

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· Results of the audits

· Client´s feedback

· Processes performance and product conformity

· Remedial and preventive actions situation

· Actions of revious revisions pursuit

· Planed changes that could affect the quality management sistem

· Recommendations for the improvement

Revision by the direction

INCOMES RESULTS

· Acts

· Revisions of the policy and objectives

· Sistem modifications

· Remedial and preventive actions

· Areas of emphasis in future audits

· Allocation of resources

Effectiveness of the QMS and its

processes and the necessities

of resources

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RR

· To maintain registries, including requirements

· Funtional and performance ones

· Legal and reglamentary applicable ones

· Any other essential one

· And the information of previous designs , when they are applicable

Design and development

7.3.2 INCOMES 7.3.3 RESULTS

· To fulfill the income elements

· To provide appropriate information for the purchase, the production and the provision of the service

· To contain or to make reference to the defect acceptance numbers of the product

· To specify the characteristics of the product that are essential for their correct and safe use

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Process sheet

Activity: Department: Date: Done by:

Incomes

Which ones?:

From where?:

Added Value – Work in the department Why is it done?:

Added value:

Consecuences if it is not done:

Results Which ones:

To whom:

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1. RELATION OF THE MOST IMPORTANT ACTIVITIES

Mail Registry (Income/ exit)

Admission of students

Matriculation

Scholarships

Titles

Statistic

School transport

Teachers transfers

SECONDARY SCHOOL SECONDARY SCHOOL EXAMPLEEXAMPLE

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Economic management

Evaluation acts

Parts of schedule fulfillment

(educational/noneducational)

Certificats

Files transfer

Files

Legislation

Rates liquidation

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2. Expedition of academic titles

* Development

Student´s information

Request

Data verification

Pick the ducumentation and the rate up

Receipts delivery

Registry of the titles book

Rates liquidation

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Expedition request

Titles reception

Checking, mistakes detection

Inscription on the record book

Warming to the interested one

Titles delivering

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Ministry of Education Secondary School

Activity: Academic titles delivery Analysis of one activity

Incomes Request and contributed by the student documentation Titles request in the ofical model sent by the Ministry liquidation of rates in the official model sent by the ministry Instructions

Added value –work in the department Why is it done? so that the ministry comes to the expedition of academic titles Added value: verification, seal of the center, outgoing record consequences if one did not become: paralyzation of the process

Results Which ones? Two files To whom?: Titles Request: Provincial Direction of the Ministry; Students Rates Liquidation: Provincial Direction of the ministry; Financial management

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Ministry of EducationSecondary School

Activity: ACADEMIC TITLES DELIVERY2.2. Specifications

Income

Request instance by the interested personNational identification documentQualifications bookPaid rate

Management process

The instance in filled up and signed properly The rate is established in paying forms and paidCorresponding annotation on the record bookMeticulous filling up of the forms (Zero mistakes) Meticulous checking of the title (Zero mistakes)Write down the reception of the title in the title bookCheck the identity of the title receptor (interested person or legally authorized person)

Result

Sheets of title requests with the director’s signatureRates liquidation on official forms with the director’s and the person in charge’s signatureAnnotation on the outgoing record

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START

STUDENT´S INFORMATION

DATA VERIFICATION

C.P.1

CAN IT BE DELIVERED?

TAKE DOCUMENTION AND RATE

DEFENCE DELIVERY

REGISTRY ON THE TITLES

BOOK

RATES LIQUIDATION

EXPEDITION REQUEST

PROVINCIAL DELIVERY

MINISTRY OF EDUCATION

PROVINCIAL DIRECTION

MODEL X

MODEL Y

TITLES RECEPTION

ANY MISTAKES ON THEM?

REGITRIES BOOK

INSCRIPTION

COMMUNICATION TO THE

INTERESTED ONE

TITLES DELIVEY

END

C.P.3

P.C.2

NO

SI

ENDNO

SIREQUEST

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Ministry of EducationSecondary School

Activity: ACADEMIC TITLES DELIVERY

3. Critic Point

• Avoid any mistake in the accomplishment of personal data (Name, surname, date, etc.)• Student´s medium rate• Asigned code to the kind of titles and the speciality• Director´s signature and seal of the center• Zero mistakes

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MINISTRY OF EDUCATION Secondary School

Activity: ACADEMIC TITLES DELIVERY

TRIP SHEET

Material: Delivery of academic titles Clients: Students

PHASE 1

Process: Reception / Management of the delivery of titles request QUALITY CONDITIONS: It reunites all the requirements CONTROLS: Data verification / Rates verification / Filling of the official form

ACEPTED REJECTED DATE AND SIGNATURE

PHASE 2 Process: Delivery to the Provincial Direction of the Ministry of Education QUALITY CONDITIONS: Zero mistakes CONTROLS: Director´s signature / Seal of the emissor center / Outcomes registry

ACEPTED REJECTEDDATE AND SIGNATURE

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MINISTRY OF EDUCATION Secondary School

Activity: ACADEMIC TITLES DELIVERY

TRIP SHEETPHASE 3

Process: Transaction in the Provincial Direction of the Ministry of Education QUALITY CONDITIONS CONTROLS: No mistakes ACEPTED REJECTED

DATE AND SIGNATURE

PHASE 4

Process: Reception / filing / communication to the interested person QUALITY CONDITIONS CONTROLS: ACEPTED REJECTED

DATE AND SIGNATURE

PHASE 5

Process: Titles delivery QUALITY CONDITIONS CONTROLS: Verification of the holder or the authorized person to pick the title up

ACEPTED REJECTEDDATE AND SIGNATURE

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Ministry of EducationSecondary School

5. Management indicators

Activity: ACADEMIC TITLES DELIVERY

•Number of requested titles

•Graph of requests by trimester

•Mumebr of titles returned as a result of committed mistakes

•Time between request / reception

•Increase of rates

•Ordinary rate titles

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Procedure

2. Choose one activitie

1. Dpartment activities

3. Secuence the tasks

4. Decide Incomes/Added value/Results

6. Flow chart

7. Trip sheet

8. Fix management indicators

9. Document and apply

5. Fix specifications

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U.P.

Resources planification

RequestSuppliers selection

Order tranaction

Supplier DeliveryGoods

receptionConformity verification

Accounting

Invoice

Si¿Acepts?

No

Shpment to warehouse

Product accomplishment

R

R

TI 01-05

Aceptation and

rejection labels

R

% NCP

LEYENDA: Resp Co : Responsable de Compra

Resp Co

P.U: Personal Unidad

Purchases responsible

U.P U.P Quality U.PPurchases responsible

Number of accredited suppliers

Calidad

Lista de proveedores

Orden de Compra

Storage

R

DP 01-05

Take invoice and contrast with order

PURCHASES

Only acepetion labeled products

- 10 % suppliers 0 % NCP

Increase the communication with

suppliers

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Practical case 1

Design the processes map and the unfolding of a process, paying attention mainly to the objective indicators / target (indicators formulation)

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Activity 1 Activity 2 Decision

No

EndSi

RESP 1 RESP 3

Activity 3

RESP 2

Starr

RESP 1- Person incharge 1, especifie how he is

Here criteria and or observations of each step are specified

Indicator

Objective

Registry

RESP 3-Person in charge 3, especification of Who he is

RESP 2

Planificar

Controlar

PROCESSES

R

Nivel 1 - Process l ine

Nivel 2 – Person in charge

PC1

Nivel 4 – Critic point

DP, TINivel 5 – Documented procedures /tecnical instructions

Nivel 6 - Registries

Nivel 7 - Comments

Nivel 8 - Indicators

Nivel 9 - Objectives

ENFOQUE A PROCESOS

Entrada OutcomeNivel 3 – income / outcome

Processes model

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Process sheet

PROCESS SHEET

PERSON IN CHARGE

Target: Documental reference:

Range: Start: Includes: Ends:

Incomes Suppliers

Human resources

Results Clients

Material and informatic resources

Inspections

Control variables Indicators

Registry

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Activities analysis: Incomes and results

Activity: Department: Date: Done by:

Incomes

Which ones?:

From where?:

Added Value – Work in the department

Why is it done?:

Added value:

Consecuences if it is not done:

Results

Which ones:

To whom: