華彩咨詢公司_業(yè)務(wù)流程設(shè)計(jì)與優(yōu)化工作手冊(cè)(編輯修改稿)
2025-02-10 20:07 本頁面
【文章內(nèi)容簡(jiǎn)介】 面談 (主訪者、被訪者、記錄者）面談的步驟?面談?dòng)?jì)劃 (Plan to interview,P)?面談?lì)A(yù)演 (Rehearse interview,R)?面談開始 (Open interview,O)?收集數(shù)據(jù) (Collect data,C)— 開放式提問、事實(shí)型提問?面談結(jié)束 (End interview,E)?面談總結(jié) (Summarise interview,S)?面談綜合 (Synthesize interview,S)面談的主要步驟可以概括為 “PROCESS”：創(chuàng)建現(xiàn)狀流程模型的技巧面談時(shí)五個(gè)關(guān)鍵的問題?What makes it go??Is anyone else involved??Does the name of the step accurately convey the result??Are all outes shown??If there is a handoff,how does it get there?One more question: Can we stop now?綜合面談結(jié)果，建立現(xiàn)狀流程模型創(chuàng)建現(xiàn)狀流程模型的難點(diǎn)應(yīng)該如何應(yīng)對(duì)這些困難呢？?缺少參與?黑箱區(qū)域?將現(xiàn)狀流程與未來的理想流程混淆?不能達(dá)成一致或多種流程版本內(nèi)容一、關(guān)注流程、關(guān)注顧客二、流程識(shí)別與流程設(shè)計(jì)流程識(shí)別的方法邏輯流程圖物理流程圖三、流程優(yōu)化流程優(yōu)化的步驟選擇流程和組建團(tuán)隊(duì)收集信息面談和流程現(xiàn)狀建模流程評(píng)估和分析設(shè)計(jì)未來的流程四、如何管理流程的持續(xù)優(yōu)化評(píng)估是基于部分現(xiàn)狀、部分未來了解現(xiàn)狀流程設(shè)計(jì)未來流程評(píng)估現(xiàn)狀評(píng)估時(shí)兩類流程都考慮流程現(xiàn)狀評(píng)估和分析的關(guān)鍵步驟關(guān)鍵步驟之一：確認(rèn)流程的目標(biāo)?確定流程的主要測(cè)評(píng)指標(biāo)?對(duì)流程的愿景和目標(biāo)達(dá)成一致EXECUTING WAITINGTIME TIME INVOLVEMENT EFFICIENCY COSTCycle time Idle People Scrap Cost per executionWork time Transit Departments Rework Time worked Queue Handoffs Defect by type Cost of defects Setup Job Errors Fixed versus classifications variable costs Labor unions Iterations Locations Customer contacts Languages Complaints Countries/ Compliments cultures Whatever else is relevant流程指標(biāo)參考列表Approve customer credit applicationEvent Subprocesses ResultCredit applicationis submittedComplete applicationEvaluate applicationDecide on applicationInformcustomerSet upcustomerCustomer isnotified, recorded, and enabled to place ordersCase for action Vision We’re losing market share to petitors offering fast or instant credit, and our image is declining.Our paperbased workflow involves many starts and stops, and involves several departments and job functio
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