businessprocessmanagement(英文版)-免費(fèi)閱讀
【正文】 target unreachableCustomer Increase sales to existing customers Diversify customer base Attract new customersCrosssell ratioCustomer returns on rate Preferred Supplier Contacts target accountsNew business revenue ($1,000m) Advertising $ spent2035303/2850025,0001390203/2880024,5002195225/2860022,30026 of 201 cust. – special cause towCommon cause – 95 avg. for yearSpecial cause – dropped 6 in a rowAll in aerospace industrySpecial cause high Common causeInternal Business Processes Target profitable market Develop new products Optimize production process Develop research capabilities segments identifiedNew product sales $ Product development timeProduction cycle timeDevelop of market research vs. plan340,00030 days90 min.75025,000N/a285 min.50032,000240 days190 min.50No new since aerospace 5 mos. agoCommon causeNo new products to mkt. this monthCommon cause reengr. needed?No new milestones reachedLearning Growth Develop employee skills Integrate systemsProof per employee Employee survey training days per employee Retention rateDevelopment of MIS strategy vs. plan Orders received via inter50,00090299901030,00060.759590020,00065.25100900Common cause。12hr2days12hrx3: Estimate manufacturing costX: D+4R: 177。2X: D+3R: 177。1X: D+4R: 177。 high sales trainingCommon causeAhead of plan – finish in six weeksNo systems operational yet37演講完畢，謝謝觀看！。2X: D+3R: 177。Customer Focused Six SigmaGap AnalysisBusiness Process ManagementServiceQualityCostDeliveryDistributorInternalOEM UserCustomer ExpectationsWhat are the major customer expectations? Critical IssuesSpan Units ScaleProcess Output MeasureCTC IssuesWhat are the Operational Definitions of CTC Issues?Customer SpanWhat do Customers See?Scorecards to Manage Results Indicators of Process Performance Core and Enabling ProcessesCriticaltoCustomer OutputsCustomer Focused ObjectivesC SIPOCross Functional MappingWhat is Process that produces CTC Outputs?ScorecardsWhat will be measured? Gap ClusterClusterProjectProjectProjectProjectSix Sigma ProjectsWhat projects are needed to close the gaps?? What are the key measures of process performance?? What are the gaps between process performance and CTC objectives?2What do you measure ?Y = f (x1, x2, … , x n)? What are the Y’s measures of the outputs of your business process?– Y’s are important to your customer or they are directly related to what’s important to your customer? What are the X’s measures within your business process that correlate to the output measures (Y)– Internal and uncontrollable– Internal and controllable3We are Seeking the Drivers of Process ImprovementY = (x1, x2, x3, x4, …x n)ProcessProcess Effectiveness(OutsideIn)Process Efficiency(InsideOut)and4Metric CategoriesProcess Effective
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