PROCESS MANAGEMENT

PROCESS MANAGEMENT

 Involves planning and administering the activities

necessary to achieve a high-level performance.
Identifying opportunities for improving quality
performance and ultimately customer
satisfaction.
SERVICE PROCESS DESIGN

 Physical facilities, processes and procedures

 Employee behavior
 Employee professional judgment
PROCESS CONTROL

 Controls the activity ensuring conformance to the

requirement and taking corrective action when
necessary to correct problems.
KAIZEN

 Kaizen is a Japanese word that means gradual and

continuous improvement.
 Focus on small, gradual, and frequent improvements
over the long term with minimum financial
improvement, and participation by everyone in the
organization.
BENCHMARKING

 Benchmarking- the search of industry best

practices that lead to superior performance.
 Best practices in terms of the use of technology,
or human resources and are recognized by
customers and industry experts.
REENGINEERING

 Reengineering- the fundamental rethinking and

radical redesign of business processes to achieve
dramatic improvements in critical, contemporary
measures of performance such as quality, service,
and speed.
MAJOR PROCESS DECISIONS INCLUDE

 Customer Involvement
 Resource Flexibility
 Capital Intensity
PROCESS REDESIGN
Factors hinders re-engineering
 Fear of Job Loss
 Inadequate skills for workers
 Lack of management support
 Change of organizational structure
and culture
Contributors to Success
 Make sure culture accept changes
 Develop levels of training required to
enhance skills in the reengineering
process
 Control the level of stress placed on
the individuals impacted by the
change.