Chapter 3

Process & Customer

Value.

Group C
Stephanie Shagoury
 QuickTime™ and a
decompressor
are needed to see this picture.
 Designingbusiness operations
and processes that create value.
What is Process?
 A specific group of activities and
subordinate tasks that result in the
performance of a service that is of value.
 Designingbusiness operations
and processes that create value.
What is a BPO?
 BPO emphasizes process as opposed to
hierarchies, with special emphasis on
customer satisfaction.
Elements in achieving BPO
 We can achieve this by;
1. Process management and
measurement (PM)
 2. Process jobs (PJ)

 3. Process view (PV).

Evaluating the Process
 Identity
 Priority
 Background
 Mandated
Asses Processing Effectiveness
 PDCA Model
 Planning
 Doing

 Checking

 Acting
QuickTime™ and a
decompressor
are needed to see this picture.
Planning

QuickTime™ and a
decompressor
are needed to see this picture.
Doing

QuickTime™ and a
decompressor
are needed to see this picture.
Checking
 Useful tools;
 BENCHMARKING
 DATA COLLECTION TOOLS
 CONTROL CHART
 SCATTER DIAGRAM
 PARETO CHART and FISHBONE DIAGRAM
Acting
 Eliminate unnecessary tasks and
nonproductive elements.
 Combine tasks to perform activities
simultaneously.
 Change the sequencing to improve
speed.
Thank You
Group C