Professional Documents
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USING MINITAB
INTRODUCTION & DEFINE PHASE
By: -
Hakeem–Ur–Rehman
MS–Total Quality Management
MSc (Information & Operations Management)
IQTM–PU 1
PART–1
BUSINESS PROCESS
MANAGEMENT
1. What is a Process?
i. Value Added Vs Non-Value Added?
ii. Value Stream: Seven Types of Waste
iii.SIPOC Diagram
iv.Process Mapping & Its analysis
i. Exercises & Case Studies
2. What is a Quality?
3. Evolution of Quality Field
4. Organization’s Output Vs Outcome
5. 2
WHAT IS A PROCESS?
A PROCESS is a logical, related, sequential (connected) set of activities that
takes an input from a “supplier”, adds value to it, and produces an output that
goes to the “customer”.
Process
Inputs Outputs
Flow units Goods
(raw material, Resources: Labor & Capital Services
customers)
The Process View of an Organization
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VALUE STREAM:
SEVEN TYPES OF WASTE
1.OVER-PRODUCTION: Creating too much material or
information
2.INVENTORY: Having more material or information than you
need
3.TRANSPORTATION: Moving material or information
4.UNNECESSARY MOVEMENT: Moving people to access or
process material or information
5.WAITING: Waiting for material or information, or material or
information waiting to be processed
6.DEFECTIVE OUTPUTS: Errors or mistakes causing the effort
to be redone to correct the problem
7.OVER-PROCESSING: Processing more than necessary to
produce the desired output
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OVERVIEW OF PROCESS MAPPING
In order to correctly manage a process, you must be
able to describe it in a way that can be easily
understood.
1. The preferred method for describing a process is to
identify if with a generic name, show the workflow
with a Process Map and describe its purpose with
an operational description.
2. The first activity of the Measure Phase is to
adequately describe the process under
investigation.
t
Start Step–A Step–B Step–C pec Step–D
s
In End
6
OVERVIEW OF PROCESS MAPPING
§A Flowchart/Process Map is a diagram that uses
graphic symbols to represent the nature and flow of
the steps in a process / system.
§Deciding when & where to collect data
Flow Line
Terminator Symbol
“Start or Stop Point in a process”
Inventory / Buffer
“Raw Material / Finished Goods Storage” Decision Point
Inventory / Buffer
“Partial Finished Goods
“Work In Process” Storage”
Document Symbol
“A Document or Report”
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PROCESS MAPPING LEVELS
§LEVEL–1: The Macro Process Map, sometimes called a Management Level
or viewpoint.
A s th e n a m e sta te s, th e d ia g ra m sh o w s th e p ro ce ss ste p s in a
se q u e n tia l flo w , g e n e ra lly o rd e re d fro m a n u p p e r le ft co rn e r o f th e
m a p toTHE
w a rdDEPLOYMENT
s th e rig h t sidFLOW
e. or SWIM LANE PROCESS MAP
The value of the swim lane map is that is shows you who or which department
is responsible for the steps in a process. This can provide powerful
insights in the way a process performs. A timeline can be added to show how
long it takes each group to perform their work. Also each time work moves
across a swim lane, there is a “Supplier – Customer” interaction. This is
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usually where bottlenecks and queues form.
TYPES OF PROCESS MAPS: SIPOC DIAGRAM
§ The SIPOC diagram includes a high-level map of the process
that "maps out" its basic steps. Through the process, the
suppliers (S) provide input (I) to the process. The process (P)
your team is improving adds value, resulting in output (O)
that meets or exceeds the customer (C) expectations.
TYPES OF PROCESS MAPS: SIPOC DIAGRAM
§ Example SIPOC Diagram of Husband making wife a cup
of tea.
EXERCISRES & CASE STUDIES
Quality of Sales
COMPANY
Quantum of Sales
OUTPUT
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Quality Objectives EXAMPLE
OUTPUT OUTCOME
POST OFFICE Number of Letters Delivery Rate
Number of Post Offices Damage Rate
% of Satisfied Employers
% of Poor Hiring
QUESTIONS
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