Transcript Implementation

Business Systems
Interactions
2001 Cayman Business Systems
Print date: Saturday, July 18, 2015
Business Systems - Processes
Elsmar.com -- The Cove!
Slide 1
A Quality Management System?
2001 Cayman Business Systems
Print date: Saturday, July 18, 2015
Business Systems - Processes
Elsmar.com -- The Cove!
Slide 2
Trade Relationships
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2001 Cayman Business Systems
Print date: Saturday, July 18, 2015
Business Systems - Processes
Elsmar.com -- The Cove!
Slide 3
Organization As An Extended System
Consumer
Research
Design and
redesign
Suppliers of
materials and
equipment
A
B
C
D
Receipt and
test of
materials
Distribution
Production, assembly, inspection
Test of processes, machines, methods
C
o
n
s
u
m
e
r
s
(Deming, 1986)
2001 Cayman Business Systems
Print date: Saturday, July 18, 2015
Business Systems - Processes
Elsmar.com -- The Cove!
Slide 4
Extending Outside the Organization
Your Product(s)
System
S
U
P
P
L
I
E
R
S
E
N
D
U
S
E
R
S
Sub-System
2001 Cayman Business Systems
Print date: Saturday, July 18, 2015
Process (or Sub-SubSystem) Within a System
Business Systems - Processes
Elsmar.com -- The Cove!
Slide 5
Measures In The Extended System
Systems / Processes
Machines
Methods
Inputs
Outputs
Product
or
Service
Supplier
People
Outcomes
End-user
Material Environment
Convert to Measurables When None Exist
2001 Cayman Business Systems
Print date: Saturday, July 18, 2015
Business Systems - Processes
Elsmar.com -- The Cove!
Slide 6
An Extended System
Process Within the System Sub-System System
Environment
Environment
Yes
No
Suppliers
End-user
Short-term
Feedback
Short-term
Feedback
No
Yes
Internal
2001 Cayman Business Systems
Print date: Saturday, July 18, 2015
Long-term
Long-term
feedback
feedback
Business Systems - Processes
Elsmar.com -- The Cove!
Slide 7
The ISO 9001:2000 'Process' Model
Continual Improvement
of the
Quality Management System
MANAGEMENT
RESPONSIBILITY
Quality Policy
Quality Objectives
Management Review
Customers
and
Other
Interested
Parties
RESOURCE
MANAGEMENT
Purchasing
Human Resources
Requirements
2001 Cayman Business Systems
Print date: Saturday, July 18, 2015
INFRASTRUCTURE
Document Control
Control of Records
Information Systems
Customers
and
Other
Interested
Parties
MEASUREMENT,
ANALYSIS AND
IMPROVEMENT
Internal Audit
Preventive Action
Corrective Action
Customer
Satisfaction
PRODUCT REALIZATION
Process Planning
Process Documentation
Business Systems - Processes
Satisfaction
PRODUCT(s)
Elsmar.com -- The Cove!
Slide 8
Simple Top Level Operations Flowchart
Account
Management
Sales /
Marketing
Order
Receipt
Mrkting Process
Sales Process
Quote Process
Credit Approval
Order Review
Gen. Doc.
Acknowl. Order
Notify Mfg.
Order to
MFG.
Verify Inputs
Plan the Job
Release for Purch 7
Mfg.
Procure
Material
Review Reqmts
Make vs. Buy
Select Supplier
Issue RFQ
Place Orders
Eval. Incoming Matls
Material Dispo.
Autorize Supp. pay
Build
Product
Review Doc. Pack.
Kit Materials
Set up Equip.
Mfg. per Route Card
Package
Send to Finish goods
Ship
Product
Confirm Date
Create Pack. Docs.
Create / Dist Invoice
Sched. Carrier
Generate Ship. Docs.
Pass to shipper
File Paperwork
Bill
Customer
Mail Invoice
Collect
Money
Receive Payments
Resolve Disputes
Support Processes
Management
Processes
Results / Forecasts
Business Plan
Mgmnt Mtgs.
Design
Engineering
2001 Cayman Business Systems
Print date: Saturday, July 18, 2015
Quality
Systems
Internal Audits
Procedures &
Standards
Supplier
Approval
Document
Control
Training
Facilities
Processes
Material
Stocking
Control of Test
Equipment
Personnel
Processes
Corrective
Action
Financial
Processes
Data Security
Customer
Complaints
Customer
Services
Preventative
Maintenance
Business Systems - Processes
Elsmar.com -- The Cove!
Slide 9
Quality Through Process Improvement
Process Feedback
Machines
Methods
Product or
Service
People
Customer
Material Environment
Customer Feedback
Feedback is a cornerstone, so to speak, of ISO 9001. The implication
throughout the standard is that you will manage with data.
2001 Cayman Business Systems
Print date: Saturday, July 18, 2015
Business Systems - Processes
Elsmar.com -- The Cove!
Slide 10
Business As A System (Process)
Design Product
Receive Order
Sales / Marketing
Sub-Processes
(Sub-Systems)
Purchase
Materials
Receive
Materials
Fabrication
Assembly
Component Test
Device Test
Ship
Process Validations
2001 Cayman Business Systems
Print date: Saturday, July 18, 2015
Business Systems - Processes
Elsmar.com -- The Cove!
Slide 11
Define Product and Base Processes
External Customers
Retail Clients
Wholesale
Process 1
Process 2
High level Process
Description
High level Process
Description
1. Product 1
2. Product 2
1. Product 1
Products
Process 3
Sub-Process
Sub-Process
A
Sub-Process
B
Information
Services
Process 4
Sub-Process
This is not meant to represent YOUR process
structure. It is only meant to serve to give you food
for thought on looking at your processes.
Sub-Process A
Sub-Process B
Sub-Process C
2001 Cayman Business Systems
Print date: Saturday, July 18, 2015
Business Systems - Processes
Elsmar.com -- The Cove!
Slide 12
Main Processes / Systems
Process 3
Process 1
Sales
Proposal
Contract
Outside
Retailer
Selling
Covered
Products
Proposal to
Retailer
For Retailer
Relationship
Implement
Add New
Contracts
Process 2
Tele-Market
Retailer Provides
Sales Information
Contact
Prospective
Customers
Successful
Sale
Process 4
Individual
Calls for
Service
2001 Cayman Business Systems
Print date: Saturday, July 18, 2015
Contact
Servicer &
Issue
Authorization
Service
Supplier
Provides
Service
Service
Supplier
Invoices
Company
Business Systems - Processes
Company
Pays
Invoice
Elsmar.com -- The Cove!
Slide 13
Miscellaneous Sub-Processes
Contracting &
Compliance
• Contract Negotiation
• Compliance to State
Regulations
• Maintenance of
Fulfillment Process
Client Services
• Load client data
electronically
• Dealer Set Up
• Table maintenance
• New client
installations
(implementations)
Data Entry
Warranty
Administration
Direct
Marketing
• Claims
• Campaign Planning
• Execute Direct Mail
& Telemarketing
campaigns
• Reporting for Client
and management
• Review & Approve Payments
• OTL authorizations for retail
contracts
• Customer Service
• Entitle & issue all initial
authorizations
• Inbound Sales Calls
• Calculations for cash out
Sales & Marketing
Support
• Service Recruitment
• Load client data
manually
• Process
Cancellations
• Maintain Servicer Database
• Satellite Customer Service
• Compliance &
Training
• Develop proposals
• Control collateral
materials
• New Employee Training
• Quality audits of staff
• QA Card review & reporting
• PC Help Desk
• Entitle & issue all initial
authorizations
2001 Cayman Business Systems
Print date: Saturday, July 18, 2015
Business Systems - Processes
Elsmar.com -- The Cove!
Slide 14
Integrated Process Overview Example
2001 Cayman Business Systems
Print date: Saturday, July 18, 2015
Business Systems - Processes
Elsmar.com -- The Cove!
Slide 15
Process Interaction Example
2001 Cayman Business Systems
Print date: Saturday, July 18, 2015
Business Systems - Processes
Elsmar.com -- The Cove!
Slide 16
The Organization as a System, Subsystems, and Processes
Yes
No
No
Yes
Every company is made up of systems / processes. These interact. And
they extend beyond the company ‘walls’.
2001 Cayman Business Systems
Print date: Saturday, July 18, 2015
Business Systems - Processes
Elsmar.com -- The Cove!
Slide 17
Systems and Subsystems
Army
System
Marines
for
Air Force
Defense
Navy
y
n
There are high level systems and low level systems. High level systems
are composed various sub-systems.
2001 Cayman Business Systems
Print date: Saturday, July 18, 2015
Business Systems - Processes
Elsmar.com -- The Cove!
Slide 18
Document Types / Classification & Controls
Master Systems
Control by:
Quality Systems
Manager
Department
Specific
Training
Materials
Systems
Manual and
Level IIs
Departmental
Master Systems
Quality
Records
Control by:
Department
Manager
Training
Records
Control by:
Department
Manager
Orientation
Training
Materials
Control by:
HR
Control by:
Department Manager
Departmental
Work Instructions
2001 Cayman Business Systems
Print date: Saturday, July 18, 2015
Business Systems - Processes
Elsmar.com -- The Cove!
Slide 19