Harvard Manage Mentor Notes
Harvard Manage Mentor Notes B211
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This 2 page Class Notes was uploaded by Jeremy Romrell on Tuesday November 3, 2015. The Class Notes belongs to B211 at Brigham Young University - Idaho taught by Brian Page in Summer 2015. Since its upload, it has received 28 views. For similar materials see Business Fundamentals in Business, management at Brigham Young University - Idaho.
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Date Created: 11/03/15
11/2/15 Business Process Improvement (BPI) a set of disciplined approaches and tools that managers use to enhance their company’s performance. Six Sigma: Disciplined data-driven approach for eliminating defects in any process, designed to deliver high performance, reliability, and customer value. Total Quality Management (TQM): Management strategy aimed at embedding awareness of quality in all organizational processes and encouraging employees to steadily increase customer satisfaction at continually lower costs. ISO 9000: These standards do not guarantee the quality of end products and services; rather, they certify that a company is applying consistent business processes. Business Process Engineering (BPE): Management approach that promoted radical redesign of workflow within and between enterprises in order to achieve dramatic performance improvement. Managers may decide to launch BPI due to inefficiencies or problematic performance. Managers may also decide to imply BPI when companies experience changes in technology, customer preferences, or in the event of new competitors. Reasons for BPI: 1. Help you understand how effectively your team is meeting the needs of customers, and other departments in your company 2. Revise hiring techniques to improve skill levels and expertise on your team. 3. Helps you to save time and money. 4. Identify new process that can take your team over the top by providing high quality customer service, while reducing costs. Six Phases of BPI: 1. Plan- Select a business process that you would like to improve. 2. Analyze-Identify the process or product in which you want to improve 3. Redesign- Determine what changes you want to make to the targeted product or process. 4. Acquire Resources-Obtain personnel, equipment and other resources required to make the necessary changes in the redesign. 5. Implement-Carry out the process changes. 6. Continually Improve- Constantly evaluate and make changes to the target process. Planning a process Improvement 1. Decide if the process improvement in necessary or needed. Things to rate on a scale of 1-5 -Setting up new accounts (1) Set of numbers below. -Evaluating credit history (2) Set of numbers below. -Approving loan applications (3) Set of numbers below. Process 2, 3, 4 Cost saving potential 3, 2, 1 Source of customer complaint 4, 4, 3 Opportunity for improvement 5, 4, 4 Easy to change 1, 2, 5 Source of staff frustration 4, 3, 3 Total Score 19, 18, 20 -Whatever has the highest score is the area that you want to work on to improve. Scope - What will and won’t be included in the effort. (What will be the most efficient way to change things). Goals – Be specific in identifying how BPI supports your company or organizations goals. Express how you want to move forward in numerical terms. Schedule – Find what you need to improve, and when you need to improve it by to achieve certain milestones in your organization. Project Manager – Someone who has experience working with others on focused tasks. Process owner – Has the responsibility to improve the process once the BPI team redesigns it. Process Users – These include those that work directly with the process. Skeptics – People who challenge the design process and stimulate productive debates over ideas. Facilitator – Someone with expertise in leading meetings. Technology expert – Companies always deal with technology. Having access to a technology expert can be valuable. Get everyone on board. Discuss and establish ground rules for how BPI team members will work.
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