Slide conferenza GPR15997
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Slide conferenza GPR15997

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Slide della conferenza "Snellire i processi orientando gli uomini al cliente" del 9 giugno 2011 presso NH Hotel Vicenza. Relatori: Livio Ferroli, Filippo Freschi, Ettore Gaspari

Slide della conferenza "Snellire i processi orientando gli uomini al cliente" del 9 giugno 2011 presso NH Hotel Vicenza. Relatori: Livio Ferroli, Filippo Freschi, Ettore Gaspari

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    Slide conferenza GPR15997 Slide conferenza GPR15997 Presentation Transcript

    • CASE HISTORY IL SISTEMA FERROLI & ASSOCIATI PER MAPPARE I PROCESSI, SNELLIRLI E VELOCIZZARLI, E CONTROLLARNE I RISULTATIRelatore: Livio FerroliCPV – Vicenza 09/06/2011 1
    • Sviluppo per processi FUNZIONE AZIENDALIC C 8 Principi GEST.QUALITA’L LI PERSONE MEZZI IE INPUT OUTPUT INPUT E INPUTINPUT PROCESSO PROCESSO PROCESSO PROCESSO OUTPUTN INPUT OUTPUT INPUT OUTPUT NT METODI MISURE TE E FUNZIONI AZIENDALI 2
    • La struttura del nuovo standard 3
    • I LIVELLI DI QUALITA’ Conformità ai bisogni latenti Essendo un’esigenza del significa soddisfare i bisogni dei mercato, l’economicità consumatori prima che i consumatori/clienti siano diventa automaticamente consapevoli di tali bisogni. anche un requisito di Individuare i bisogni latenti dei qualità. Conformità al clienti e trasformarli in prodotti o costo significa “alta qualità servizi concreti, significa acquisire a bassi costi”. un vantaggio decisivo sulla concorrenza.Soddisfare i requisiti distandard e le specifiche Soddisfare luso significasignifica fornire prodotti in chiedersi costantemente tre cose.linea con quanto richiesto da 1) come è utilizzato dagli altri ilqualcuno e da qualcosa. nostro prodotto/servizio ?Possiamo parlare di standard 2) che ostacoli trovano gli altri adsolo se una certa caratteristica utilizzare il nostroé misurabile, comunicabile, prodotto/servizio ?comunicata 3) quali soluzioni/azioni adottareoppure implicita. perché questo uso risulti più sodisfacente? 4
    • Logica win - winCreare coerenzatra ciò che ilcliente si attendedi avere e quelloche noi forniamo 5
    • Logica win - win Q te cli en e zio n i sfa dd So VANTAGGI Co sti de l fo r ni t ore TL’area evidenzia la situazione in cui sia il fornitore che il cliente hannoentrambi dei vantaggi. 6
    • Tipologie di clienti Progettazione e realizzazione di un servizio ∗ Acquirente ∗ Consumatore-utente ∗ Cliente interno ∗ Fornitore ∗ Utilizzatori 7
    • Problem solving1. Identificazione del problema prioritario2. Misurazione e/o analisi PLAN3. Identificazione cause -> metodo utilizzato DIAGRAMMA HISHIKAWA (lisca di pesce)4. Identificazioni soluzioni DO5. Attuazione6. Verifica CHECK7. Celebrazione e standardizzazione ACT 8
    • OBIETTIVI DA PERSEGUIRE per ilmiglioramento continuo step bystep:1.Soddisfazione del cliente2.Riduzione degli sprechi3.Semplificazione dei processi 9
    • Analisi delle tipologie di clienti delloEsempi studio Analisi delle problematiche attività lavorativa 10
    • Analisi delle linee di servizio 11
    • PLANDiagramma causa-effetto 12
    • PLANPiano di miglioramento 13
    • DOMiglioramento: Assessment Creazione delle schermate di inserimento e raccolta dati in fase di Assessment 14
    • DOMiglioramento: Assessment - flussi Creazione delle schermate di inserimento e raccolta dati in fase di Assessment 15
    • DO Miglioramento: Archiviazione files serverSTEP 1: Analisi dei file archiviatiSTEP 1: Analisi dei file archiviatiSTEP 2: individuazione di macrocategorie di datiSTEP 2: individuazione di macrocategorie di datiSTEP 3: individuazione della nuova strutturaSTEP 3: individuazione della nuova strutturaSTEP 4: spostamento dei files nella nuova strutturaSTEP 4: spostamento dei files nella nuova strutturaSTEP 5: Darsi delle regole per ililfuturoSTEP 5: Darsi delle regole per futuro 16
    • DOMiglioramento: Struttura finale del server 17
    • CHECK STIMA DEL MIGLIORAMENTO∗ Prova di utilizzo del modulo informatico “assessment” nelle nuove aziende∗ Riduzione dei tempi stimata per le commesse “ISO 9001”: 30%∗ Riduzione stimata di tempo perso per la ricerca di documenti nel server: 95%
    • ACTMiglioramento: Istruzione Problem Solving 19
    • ACT NUOVE PRASSI ASSESSMENT Ricezione richiesta Visita sito web azienda cliente Telefonata di contatto Telefonata ASSESSMENT OK?Invio mail richiesta dati preliminari Rapporto da Rapporto da consegnare al consegnare al Fissato appuntamento cliente cliente Visita in azienda per completamento assessment
    • DOPO L’ACT…Le Leggi di Murphy:∗ Se tutto sembra andar bene, avete sicuramente sopravvalutato qualcosa∗ Ogni soluzione porta nuovi problemi
    • Aggiornamento diagramma causa-effetto 22
    • Aggiornamento diagramma causa-effetto 23
    • Nuovo piano di miglioramento aggiornato al 13-05-2011 24
    • Misurazione e Monitoraggio∗ Unificazione dei Titoli di commessa∗ Identificazione di fasi e sottofasi uniche secondo Piano Qualità Commessa∗ Rapportazione giornaliera delle attività svolte dal personale puntuale per singola fase∗ Divieto della registrazione delle attività “fuori fase”∗ Estrapolazione dei dati di interesse
    • Misurazione e monitoraggio 26
    • Piano Qualità Progetto Modulo informatico AssessmentFASE DESCRIZIONE N. PERSONE ORE ORE FATTE COINVOLTE PREVENTIVATE1.00 Requisiti di base 3 16 112.00 Riesame 3 2 13.00 Verifica == == ==3.01 Scrittura codice 1 120 111.53.02 Documenti 3 20 7.53.03 Prova 3 5 44.754.00 Validazione interna == == ==4.01 Alfa test 3 10 2.54.02 Aggiornamento 1 10 05.00 Validazione esterna == == ==5.01 Beta test 3 10 1.755.02 Aggiornamento 1 20 226.00 Modifiche 1 6 102 27 TOT. 220 304
    • Piano qualità Commessa Documentazione Assessment ORE OREFASE DESCRIZIONE PREVISTE FATTE1.00 Rendere Digitale il Formato "Scheda Azienda" 32.0 5 Individuare le Informazioni necessarie per lo sviluppo 1.10 Processo Documentale 11 1.20 Prospettare Struttura informatica necessaria 32.00 Aiutare il Cliente a fornirci Info Esclusioni - per le Per i Processi Speciali - per le rilevanti per la Procedura 20.0 11 2.10 Subforniture 03.00 Prospettare Tempi e Modi svolgimento "Nuovo Assesment" 24.0 0 3.10 Quanta e quale interazione chiediamo al Cliente 2 3.20 Che OUTPUT chiediamo al Cliente 114.00 Aggiornamento diagramma causa-effetto 13 4.01 elaborazione piano scadenze 4 4.02 preparazione mail segnalazione ritardi 2 TOT. 76 62 28
    • Piano qualità Commessa Riordino Files Server OREFASE DESCRIZIONE PREVISTE ORE FATTE 1.00 Prospettare metodo di archiviazione 24 40 2.00 Spostamento files 16 71 TOT. 40 91 29
    • GRAZIE PER GRAZIE PER L’ATTENZIONE L’ATTENZIONESTUDIO FERROLI ASSOCIATIVia Prova 88/B37047 San Bonifacio (VR)Tel 045 6183167Fax 045 6187126info@ferrolieassociati.itwww.ferrolieassociati.it
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