Enterprise Process Mapping

Charles G. Cobb

Description

Many books on process mapping are oriented around a traditional manufacturing process control environment. The methodology and tools in this book are applicable to any company in any industry that is interested in developing a much more integrated, systems approach to management to dramatically improve their business. The author's previous book, From Quality to Business Excellence: A Systems Approach to Management, explains the philosophy behind this approach. This book provides the "how to" for achieving that level of visualization with a unique combination of theory and tools showing you how to implement enterprise process mapping in a way that will yield significant business value for your organization.!--nl--Comply with quality standards, such as ISO 9001:2000, and regulatory requirements, such as Sarbanes-Oxley. Develop a unifying view of how an overall business works as a system. Implement a very high impact, well-integrated and cross-functional systems approach to managing all aspects of the business. Understand how all processes and tasks within the organization contribute to achieving the company’s overall business goals. Provide a foundation for a systematic and proactive approach to business process improvement that will result in real and tangible improvements in cost and effectiveness.

Sujets

• Business
• Qualité, hygiène, sécurité, environnement
• Organizational Development
• Employabilité, métiers et formations
• management
• Economics

Informations

• Publié par: ASQ Quality Press
• Date de parution: 30 juin 2004
• Nombre de lectures: 0
• EAN13: 9781636940663
• Langue: English
• Poids de l'ouvrage: 2 Mo

Extrait

Enterprise Process Mapping

Integrating Systems for Compliance and Business Excellence

Also available from ASQ Quality Press:

From Quality to Business Excellence: A Systems Approach to Management Charles G. Cobb

Mapping Work Processes Dianne Galloway

Office Kaizen: Transforming Office Operations into a Strategic Competitive Advantage William Lareau

Business Process Improvement Toolbox Bjørn Andersen and Tom Fagerhaug

Root Cause Analysis: Simplified Tools and Techniques Bjørn Andersen and Tom Fagerhaug

Principles and Practices of Organizational Performance Excellence Thomas J. Cartin

Defining and Analyzing a Business Process: A Six Sigma Pocket Guide Jeffrey N. Lowenthal

Six Sigma Project Management: A Pocket Guide Jeffrey N. Lowenthal

Customer Centered Six Sigma: Linking Customers, Process Improvement, and Financial Results Earl Naumann and Steven H. Hoisington

The Change Agent’s Guide to Radical Improvement Ken Miller

The Certified Quality Manager Handbook, Second Edition Duke Okes and Russell T. Westcott, editors

To request a complimentary catalog of ASQ Quality Press publications, call 800-248-1946, or visit our Web site at http://qualitypress.asq.org.

Enterprise Process Mapping

Integrating Systems for Compliance and Business Excellence

Charles G. Cobb

ASQ Quality Press Milwaukee, Wisconsin

American Society for Quality, Quality Press, Milwaukee 53203 © 2005 by Charles G. Cobb All rights reserved. Published 2005 Printed in the United States of America 12 11 10 09 08 07 06 05 5 4 3 2 1

Library of Congress Cataloging-in-Publication Data

Cobb, Charles G., 1945– Enterprise process mapping : integrating systems for compliance and business excellence / Charles G. Cobb. p. cm. Includes bibliographical references and index. ISBN 0-87389-643-2 (soft cover, perfect bound : alk. paper) 1. Total quality management. 2. Flow charts. 3. Presentation graphics software. I. Title. HD62.15.C562 2004 658.4'013'0285558—dc22 2004026951

ISBN 0-87389-643-2

“Microsoft” is a registered trademark of Microsoft Corporation in the United States and/or other countries and is used by ASQ under license from owner. Enterprise Process Mapping is an independent publication not affiliated with Microsoft Corporation.

Copyright Protection Notice for the ANSI/ ISO 9000 Series Standards: These materials are subject to copyright claims of ISO, ANSI, and ASQ. Not for resale. No part of this publication may be reproduced in any form, including an electronic retrieval system, without the prior written permission of ASQ. All requests pertaining to the ANSI/ ISO 9000 Series Standards should be submitted to ASQ.

No part of this book may be reproduced in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher.

Publisher: William A. Tony Acquisitions Editor: Annemieke Hytinen Project Editor: Paul O’Mara Production Administrator: Randall Benson

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Printed on acid-free paper

Table of Contents

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Acknowledgments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Chapter 1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . The Need for Enterprise Process Mapping . . . . . . . . . . . . . . . . . The Role of Information Technology . . . . . . . . . . . . . . . . . The Evolution of Quality Management Requirements . . . . . . . . The Influence of New Regulatory Requirements . . . . . . . . . . . Control versus Flexibility . . . . . . . . . . . . . . . . . . . . . . . Applications for Enterprise Process Mapping . . . . . . . . . . . . . . . More Effective Compliance with Quality Standards . . . . . . . . . Regulatory Compliance . . . . . . . . . . . . . . . . . . . . . . . . Risk Management . . . . . . . . . . . . . . . . . . . . . . . . . . . Business Process Improvement and Reengineering . . . . . . . . . . Mergers and Acquisitions . . . . . . . . . . . . . . . . . . . . . . . Chapter 2 Designing Business Processes . . . . . . . . . . . . . . . . . . . General Process Design Guidelines . . . . . . . . . . . . . . . . . . . . . Process Scope and Process Modeling . . . . . . . . . . . . . . . . . Process Definition and Objectives . . . . . . . . . . . . . . . . . . . Common Process Design Problems . . . . . . . . . . . . . . . . . . . . . A Case Study . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Background . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Action Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Lessons Learned . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 3 Understanding Enterprise Process Mapping . . . . . . . . . . . High-Level Process Definition and Modeling . . . . . . . . . . . . . . . Functional Decomposition . . . . . . . . . . . . . . . . . . . . . . . Application to Business Systems . . . . . . . . . . . . . . . . . . . . Defining the Process Hierarchy . . . . . . . . . . . . . . . . . . . . .

vii

xi xv 1 2 4 4 5 5 8 8 8 9 10 11

13 13 14 17 18 19 19 20 21 23 25 25 27 30

viii

Table of Contents

Detailed Process Mapping of a Specific Process . . . . . . . . . . . . . . Documenting Process Flows . . . . . . . . . . . . . . . . . . . . . . Using Supplementary Information Effectively . . . . . . . . . . . . . An Example of Developing Detailed Process Flows . . . . . . . . . Chapter 4 Developing Enterprise Process-Mapping Guidelines and Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Planning and Initiating an Enterprise Process-Mapping Effort . . . . . . Enterprise Process-Mapping Conventions . . . . . . . . . . . . . . . . . Document Conventions . . . . . . . . . . . . . . . . . . . . . . . . Page Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . Process Shape Conventions . . . . . . . . . . . . . . . . . . . . . . Chapter 5 Using Microsoft Visio and the ProcessMaps Tool . . . . . . . . Microsoft Visio Overview . . . . . . . . . . . . . . . . . . . . . . . . . . Visio Stencils and Shapes . . . . . . . . . . . . . . . . . . . . . . . Using Connectors to Connect Shapes . . . . . . . . . . . . . . . . . ProcessMaps Tool Overview . . . . . . . . . . . . . . . . . . . . . . . . How the ProcessMaps Tool Extends the Capabilities of Visio . . . . Using the ProcessMaps Tool . . . . . . . . . . . . . . . . . . . . . . Process Navigator . . . . . . . . . . . . . . . . . . . . . . . . . . . Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ProcessMaps Demos . . . . . . . . . . . . . . . . . . . . . . . . . . ProcessMaps Tutorial . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 6 Managing Resources and Records . . . . . . . . . . . . . . . . Resource Management . . . . . . . . . . . . . . . . . . . . . . . . . . . Records Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . General Records-Management Requirements . . . . . . . . . . . . . Identifying Specific Record Requirements . . . . . . . . . . . . . . Integrating Records Management with Process Mapping . . . . . . . Chapter 7 Integrating Document Management and Publishing . . . . . . Document Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . General Document Control Requirements . . . . . . . . . . . . . . . Document Control of Enterprise Process Maps . . . . . . . . . . . . Document Management Systems . . . . . . . . . . . . . . . . . . . . . . The Role of Document Management Systems . . . . . . . . . . . . . Using a Document Management System with Enterprise Process Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . Publishing Visio Process Documents . . . . . . . . . . . . . . . . . . . . Publishing the Visio Files Directly . . . . . . . . . . . . . . . . . . . Publishing the Visio Files in HTML Format . . . . . . . . . . . . . .

Chapter 8 Implementing ISO 9000 and Other Quality Standards . . . . . General Quality Standard and Regulatory Requirements . . . . . . . . .

33 33 34 37

39 39 41 42 42 44

53 53 54 55 56 58 59 61 63 64 65

67 67 69 69 71 71

77 77 77 79 79 79

80 83 83 84 87 87

Table of Contents

Assessment Models . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ISO 9000 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A Process-Oriented ISO 9000 Compliance Approach . . . . . . . . . Chapter 9 Implementing Sarbanes-Oxley and Regulatory Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Sarbanes-Oxley Background . . . . . . . . . . . . . . . . . . . . . . . . Integrated Compliance Management Approach . . . . . . . . . . . . . . Idexx Laboratories—A Case Study . . . . . . . . . . . . . . . . . . . . . Overall Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chapter 10 Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Appendix A ProcessMaps Tool Installation and Setup Instructions . . . . Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installation Instructions . . . . . . . . . . . . . . . . . . . . . . . . . . .

Appendix B A Sample Process-Mapping Session Template . . . . . . . . . Process-Mapping Session 1 . . . . . . . . . . . . . . . . . . . . . . . . . Process-Mapping Session 2 . . . . . . . . . . . . . . . . . . . . . . . . . Process-Mapping Session 3 . . . . . . . . . . . . . . . . . . . . . . . . . Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

ix

88 93 96

101 101 103 107 109

111 115 115 116 119 120 121 122 125