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Operational Excellence PowerPoint PPT Presentation


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Operational Excellence. The Future?: …Process Management and Process Improvement. The ISO Perspective. ENABLERS Quality Systems. KEY BUSINESS PROCESSES Product Development Supply Chain Production Order Fulfillment Support Processes. SATISFIED CUSTOMERS. STRATEGY. DRIVERS.

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Operational Excellence

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Operational Excellence

  • The Future?:

    • …Process Management

    • and

    • Process Improvement


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The ISO Perspective

ENABLERS

Quality Systems

  • KEY BUSINESS PROCESSES

  • Product Development

  • Supply Chain

  • Production

  • Order Fulfillment

  • Support Processes

SATISFIED

CUSTOMERS

STRATEGY

DRIVERS

RESULTS

INFLUENCERS

Culture


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EFFECTIVENESS

OF PROCESS =

Ability to achieve

desired results

(Focus of ISO

9001:2000

EFFICIENCY OF

PROCESS =

Results achieved

vs resources used

(Focus of

ISO/TS 16949:2002)

The Process Approach

PROCEDURE*

(“Specified way to carry out an activity or a

process”

- may be documented or not)

PROCESS

Output

Input

PRODUCT

(“Set of interrelated

(Includes

(“Result of a process”)

or interacting activities”)

Resources)

MONITORING AND

MEASUREMENT OPPORTUNITIES

(Before, during and after the process)

* Note

This is the definition of “procedure” given in ISO 9000:2000.

This does not necessarily mean one of the 6

“documented procedures” required by ISO 9001:2000


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ISO 9001 PROCESS BASED Requirements

Customer Oriented Processes (COP)

Support Processes

1. Training and development

2. Information system

3. Maintenance

4. Purchasing

5. Supplier management

6. Facilities

7. Quality

Market Analysis / Customer Requirements

Bid/Tender

Order / Contract

Product and Process Design

Product and Process Monitoring / Validation

Product Production

Delivery

Warranty / Service

Post Sales / Customer Feedback

Management Oriented Processes (MOP)

1. Business Planning

2. Business Development


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Tools For Process Improvement

Process inputs and outputs

  • map the process as it looks today

    Identify customer requirements

  • Quality Function Deployment/House of Quality

  • SIPOC

    Determine process capabilities

  • process capability studies

  • FMEA

    Describe the work processes

  • process modeling/mapping; future state

    Select appropriate measurements


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Tools For Process Improvement, cont’d

Test process capability; improve as necessary

Monitor process output

Check feedback; improve as necessary

  • root cause analysis

Pareto chart

Run chart

Control chart

Ishikawa diagram

Scatter diagram


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