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FHS Bildungstag, Geschäftsprozesse, Peter Jaeschke

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Geschäftsprozesse - Nachhaltig optimieren

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FHS Bildungstag, Geschäftsprozesse, Peter Jaeschke

  1. 1. Geschäftsprozesse - Nachhaltig optimieren Prof. Dr. Peter Jaeschke FHS St.Gallen Hochschule für Angewandte Wissenschaften Institut für Informations- und Prozessmanagement peter.jaeschke@fhsg.ch http://www.fhsg.ch/ipm
  2. 2. Agenda • Optimieren - Fallstricke • Kernprozesse und Prozessinnovationen • Ausblick - Business Process Engineering • F&A 2
  3. 3. Arbeitszeugnis erstellen Lokale Optimierung vs. ganzheitliche Optimierung Vorgesetzte/r Personal- abteilung Formular ausfüllen Zeugnis formulieren Zeugnis überprüfen Zeugnis finalisieren Zeugnis unterschreiben + übergeben Auslagerung in ein Land mit geringeren Personalkosten Gesamtbetrachtung fehlt  Process Ownership mit E2E-Betrachtung fehlt 3
  4. 4. Arbeitsteilung kann zu Ineffizienzen führen Kunde Eltern Jugend- liche/r Telco Normal Telco Jugend Antrag online ausfüllen Fall prüfen / Ausweis anfordern Ausweis Kopie senden Vertrag eröffnen Fall prüfen / Ausweis anfordern Ausweis Kopie senden Abo freischalten Jugendabonnement mit neuem Natel abschliessen  Gesamtbetrachtung fehlt  Process Ownership mit E2E-Betrachtung fehlt  Arbeitsteilung für zu Mehrfachinteraktion  Case Worker mit Kompetenzen fehlt 4
  5. 5. durchführen durchführen Arbeitsteilung in wissensintensiven Prozessen ? einarbeiten durchführen abschliessen einarbeiten durchführen abschliessen Aktivität 1 Aktivität 2 Vollständig?  Korrekt?  Information Interpretation 1 Persönliches Wissen Persönliche Erfahrungen Zusatzinfos Aktuelle Situation Interpretation 2 Persönliches Wissen Persönliche Erfahrungen Zusatzinfos Aktuelle Situation = ? 5
  6. 6. Optimieren – Bearbeitungszeit/Durchlaufzeit reduzieren Ist Optimiert 50% Optimierungserfolg bzgl. Bearbeitungszeit Defacto 0% Optimierungserfolg bezüglich Durchlaufzeit (geringe Prozesseffizienz – hoher Leerlauf) 60 Min 60 Min 60 Min 60 Min 60 Min 30 Min 30 Min 30 Min 30 Min 30 Min 1Tag 1Tag 1Tag 1Tag 1Tag 1Tag 1Tag 1Tag 6
  7. 7. Kernprozesse - Welche sind das, wo enden sie? Prozessintegration/-grenzen: Die Kundschaft arbeitet … … als Tankwart/in … Kassierer/in Neuer Kernprozess • Einnahmequelle (Unternehmer) • One-Stop-Shop (Kundschaft) 7
  8. 8. Prozessinnovationen - Kundennutzen steigern, Kosten und Risiken senken - Mass Customization - Individualität - zu Kosten einer Massenproduktion - Discounterstrategien - 210 Chipstüten (Prozesskosten) - Rasenmäher (Warenumschlag) - eBooks - Drucken entfällt - Auflagenrisiko entfällt - 10% Lesen vor Kaufentscheid - Kunden die …, haben auch … - Reviews 8
  9. 9. Business Process Engineering Strategische Aspekte – Operative Aspekte • End2End-Betrachtung und Verantwortung  «Structure follows Process»  Process Ownership mit Kompetenzen • Eliminierung von Schnittstellen und Wissensbarrieren  Case Workers und Case Teams • Fokussierung auf Kundennutzen, Kernaufgaben und Kernkompetenzen  Kern- und Support- Prozesse Digital Business Kunden- orientierte Rundum- bearbeitung In Anlehnung an: Osterloh / Frost (2006), S. 29ff • Segmentierung nach Komplexität  Prozesseffizienz  Ressourceneffizienz • Segmentierung nach Kundengruppen Markteffizienz (Kundenorientierung) • Segmentierung nach Funktionen Ressourceneffizienz • eCollaboaration • Dezentraler Datenzugriff • Straight Through Processing • Innovative Produkte und Services • Self-Service  Prozessautomatisierung  Prozess-Tracking  Parallelisierung und Sequentialisierung  Eliminieren von Schnittstellen  Informationsaktualität und –qualität  Wissensverbreitung  Verbesserte Entscheidungsfindung  Geographie überwinden 9

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