BEC 6 - Topic 1 Flashcards
What is Business Process Management?
Seeks to coordinate the functions of an organization toward an ultimate goal of continuous improvement in customer satisfaction. Promotes innovation, flexibility and integration with technology.
What does Business Process Management activities consist of?
Design, modeling, execution, monitoring, optimization.
What is general approach to process management?
Define, measure, analyze, improve, control
What are other techniques of process management?
Plan, do, check, act.
What are metrics to measure process management?
Gross Revenue, Customer contacts, Customer satisfaction, operation statistics.
What are benefits of process management?
Efficiency, Effectiveness and Agility
What is offshore operations?
Outsourcing of services or business functions to an external party in different country.
What is business process re-engineering?
Dramatically improve customer satisfaction and service, cut costs of operations and enhance competitiveness.
What is conformance costs?
Prevention and appraisal costs
What is prevention costs?
Training, inspection, maintenance, redesign, higher-quality suppliers.
What is appraisal costs?
Discover and remove defective parts before shipped. Includes: Statistical quality checks Testing Inspection Maintenance
What is Non conformance costs?
Internal failure:
Rework, scrap tooling changes costs to dispose cost of lost unit Downtime
External Costs:
Warranty costs Cost of returning the good Liability claims Lost customers Re-engineering an external failure
What is quality reporting?
There is inverse relationship between conformance and non-conformance costs exists.
What is Total Quality Management?
Focus on customer focused performance that emphasizes both quality and continuous improvement.
What is Gap Analysis?
Difference between industry best practices and current practices of organization.
