Final Exam Flashcards
5 process categories of the SCOR model
Plan Source Make Deliver Return
External failure costs
Result from defects discovered after customer receives product or service
ISO 9000
International quality certification that helps organisations to understand basics of quality management and identify their quality and areas for improvement
Business process
Any activity that adds value to an input and provides an output
3 requirements of a good process
Good intentions
Reproducible results
Measurable and manageable
Reasons for bad processes
Ambiguity of goals
Misalignment of goals and actions
Miscommunication to employees
Market evolutions- customers needs change
Lack of tools
Development of poor processes
Cow path theory
A cow was not told to do his job, had to figure out how to get to the water himself.
Effective does not mean efficient
A good job doesn’t have directions
Stages of designing a business process
- Define goals, values, stakeholders, block diagram
- Define success, measurement and management
- Develop process map, evaluate and test, improve
Block diagram
Not at all detailed, puts us in a mind set of what is going on
Scope inflation
Allowing scope to get so big you cannot handle everything
Attributes of a good consultant
Data skills Values feedback Creativity Understands people Change agent Desire to help people Values simplicity
Common consulting errors
Making assumptions Developing solutions too soon Listening to clients pre fabricated solutions Scope inflation Sticking to a dead end scope Maintaining happiness
Business process improvement
Desired state- goals Present state- collect data Gap analysis- compare above Project scope- focus Collect and share data- get feedback Develop solutions Develop implementation plan
Developing solutions
Ask: does problem require innovation?
Avoid one size fits all solutions
Start with two options and eliminate
Bruise on skin- must stop bad things that cause the bruise not make bruise better
Gap analysis
Illustrate the gap
Do not develop solutions
Share and discuss gap with client
Consider why gap exists
Scoping project
Develop focused project
What gap will be addressed?
Establish goals and outcomes
What will be investigated/ developed?
Selling solutions
Present valuable idea upfront
Convince on cost benefit, value to worn, organisational fit
Explain path to success with metrics
Implementation
Project
An endeavour where human material and financial resources are organised in a novel way
4 steps in project management
Define project- 50% of time is planning
Establish priorities- cost time and performance triangle
Work breakdown structure- focus on people, time, and cost separately, make estimates
Track project process- are we on time?
Objectives examples
Improve design, reduce cost by 10%, reduce delivery times by two days