The process view of business
The document hierarchy
QDT Management Consultants
Making Management Easier
www.qdt.com.au
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From this presentation you will
understand
The process view of a business
The hierarchy of documents that make
up a procedures manual
The concept of swimming lane charts,
roles and activities
The colour coding for each document
level
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The Process View
A business is a set of interacting processes.
It is not a tree.
It is not set of chiefdoms.
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Process view or silo view?
Silo view is of the departments of the
business
Shows the departments in the business
and what each one does
Work of other departments not so visible
Process view is like the script of a play,
telling the story of the business.
Shows the communications
Roles from departments work together
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The silo view of business
People have positions in the company.
Positions have job descriptions.
There is a hierarchy. Positions report
to positions within departments.
If something goes wrong, someone is
to blame.
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Silo view
Warehouse
Sales
Finance
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The process view of business
The business has a set of procedures
(grouped into processes).
Each procedure involves a number of
roles.
People accept roles (like actors in a
play).
If something goes wrong, staff work
together to improve the process.
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Process view
Roles from
different
areas
cooperate
Q-Template
uses the
process view
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Process view analogy
The systems of the human body—
essential for understanding it
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Process view analogy
Circulatory
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Process view analogy
Central
Nervous
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Process view analogy
Digestive
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Process view analogy
Body systems work
together
If you understand the
individual systems you
can better understand
how the body works
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Processes
Marketing
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Processes
Financial
management
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Processes
Sales
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Processes
The processes of a business work
together
If you understand the individual systems
you can better understand how the
business works
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Document hierarchy &
Swimming lane charts
Derived from
IBM Line of Visibility Enterprise Management (LOVEM)
charts
and Information Mapping
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The document hierarchy
Policy (Purpose, standards, ethics)
Process (Business area)
Procedure (Communication and responsibilities)
Work Instruction and Information
(details for each activity)
Form and Database (Data)
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Policy
A brief document:
Lists standards of the business
Example: SafetyMap, National Privacy
Guidelines
Has links or references to information
documents with detailed:
business rules
culture
policies
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Process set
The processes of a business
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Process set
The processes of a business
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Process
Sales
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Process
Sales
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Procedure—activities
Each procedure is a sequence of activities
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Procedure—roles
A role performs an activity
Each role has a
swimming lane
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Procedure—links
The procedure connects with other
procedures
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Activity—details
The procedure document gives details of
each activity
Activities
1. Interview client and prepare quote
Installation Sales Consultant:
Interviews client (see Interview client (new installation) )
1.
(If the client has no plan) conducts a site visit (see Conduct site visit for quote)
2.
Requests a hazard identification and risk assessment for the project (see Identify
3.
hazard and assess risk)
Prepares the quote draft (see Design installation )
4.
Sends quote draft to the Sales Administrator for publishing
5.
Sends the quote to the Sales Manager for authorisation
6.
2. Publish evaluation
Sales Administrator:
Publishes and records the quote (see Publish and record quote )
1.
…
2.
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Links to Work Instructions
Work instructions give details if required
Activities
1. Interview client and prepare quote
Installation Sales Consultant:
Interviews client (see Interview client (new installation) )
1.
(If the client has no plan) conducts a site visit (see Conduct site visit for quote)
2.
Requests a hazard identification and risk assessment for the project (see Identify
3.
hazard and assess risk)
Prepares the quote draft (see Design installation )
4.
Sends quote draft to the Sales Administrator for publishing
5.
Sends the quote to the Sales Manager for authorisation
6.
2. Publish evaluation
Sales Administrator:
Publishes and records the quote (see Publish and record quote )
1.
…
2.
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Work Instruction or
Information document
Work instructions give details if required
Information documents give lists and rules
Interviews client (see Interview client (new installation) )
1.
Actions
Establish rapport with the client and find out briefly:
1.
What they want to achieve with the job:
What climate control
What space
What equipment
What motivates and interests them:
Appearance
Sound
…
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Form and database
Forms are for collecting data
14–16 Smith Street, Bendigo, Victoria 3550
Site Quotation PO Box 999, Bendigo Mail Centre, Vic 3554
Checklist Telephone 03 5441 1234 Fax 03 5444 12350
Website www.mycomp.com.au E-mail
info@mycomp.com.au
Site address:
Consultant
Client contact name
Relationship to client Client Architect Builder Consultant Other:
Date and time of site visit / / 20 at : am pm
Type of system Fibreglass Batts Room Aircond Ducted Heating Nobo Panels
Add On Cool High Wall/Ceiling Cass Duct Work Kits Nobo Cass
Ducted Aircond Evap Cooling
Type of building House Unit Office Shop Factory Other:
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Form and database
Databases store and organise data
(paper lists, spreadsheets, database files)
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Document hierarchy
Policy
Simplified
view Process
Procedure
Activity Activity
Activity Activity
Work Instructions & Information
Forms, Spreadsheets, Databases
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Policyxxxxxx
Processxxxxxxx
Procedure Procedure
Activity Activity Activity Activity
...
Activity Activity Activity Activity
Work Instructions & Information Work Instructions & Information
Forms, Spreadsheets, Databases Forms, Spreadsheets, Databases
Processxxxxxxx
Procedure Procedure
Activity Activity Activity Activity
...
Activity Activity Activity Activity
Work Instructions & Information Work Instructions & Information
Forms, Spreadsheets, Databases Forms, Spreadsheets, Databases
...
More processes
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Document hierarchy
Colour coding charts and documents
Policyxxxxxx
Processxxxxxxx
Procedure Procedure
Activity Activity Activity Activity
...
Activity Activity Activity Activity
Work Instructions & Information Work Instructions & Information
Forms, Spreadsheets, Databases Forms, Spreadsheets, Databases
Processxxxxxxx
Procedure Procedure
Activity Activity Activity Activity
...
Activity Activity Activity Activity
Work Instructions & Information Work Instructions & Information
Forms, Spreadsheets, Databases Forms, Spreadsheets, Databases
...
More processes
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Document hierarchy in TKO
TKO sets out the documents to show the
structure
Process
Procedure
Work instruction
Form
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Example
Process (Financial management)
Procedure (Manage accounts receivable)
Work Instruction (Receive credit card payment)
Information (Credit card authorisation numbers)
Form (Credit card payment receipt)
Database (Accounts database—MYOB?)
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QDT Management Consultants
Making Management Easier
Documented business systems—
the only way to set a business owner free!
Visit our website www.qdt.com.au
Call us 1 800 605 708
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