diagram can serve a number of specialized purposes, the most important here is to create a common,
high-level understanding among the owner and team members of how the process works—how the
subprocesses relate to each other and to the customers and suppliers and how information and product
move around and through the process. In creating the process flow chart, the team will also verify
the list of customers and may, as understanding of the process deepens, add to the list of
customers.
The process flow chart is the team’s primary tool for analyzing the process to determine whether
it can satisfy customer needs. By walking through the chart together, step by step, sharing questions
and collective experience, the team determines whether the process is correctly represented, making
adjustments to the diagram as necessary to reflect the process as it presently operates.
When the step is complete, the team has a starting point for analysis and improvement of the
process. In Figure 6.8, product flow is shown by solid lines and information flow by dotted lines.
Establishing Process Measurements. What gets measured, gets done. Establishing, collecting,
and using the correct measures is critical in managing business process quality. “Process capability,”
“process performance,” and other process measures have no practical significance if the process they
purport to describe is not managed. To be managed, the process must fulfill certain minimum conditions:
diagram can serve a number of specialized purposes, the most important here is to create a common,high-level understanding among the owner and team members of how the process works—how thesubprocesses relate to each other and to the customers and suppliers and how information and productmove around and through the process. In creating the process flow chart, the team will also verifythe list of customers and may, as understanding of the process deepens, add to the list ofcustomers.The process flow chart is the team’s primary tool for analyzing the process to determine whetherit can satisfy customer needs. By walking through the chart together, step by step, sharing questionsand collective experience, the team determines whether the process is correctly represented, makingadjustments to the diagram as necessary to reflect the process as it presently operates.When the step is complete, the team has a starting point for analysis and improvement of theprocess. In Figure 6.8, product flow is shown by solid lines and information flow by dotted lines.Establishing Process Measurements. What gets measured, gets done. Establishing, collecting,and using the correct measures is critical in managing business process quality. “Process capability,”“process performance,” and other process measures have no practical significance if the process theypurport to describe is not managed. To be managed, the process must fulfill certain minimum conditions:
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