Professional Documents
Culture Documents
Outline
Introduction to the Process Approach
Types of Process
Identification of Processes
Process Analysis
STAKEHOLDERS EXPECTATIONS
A
C E F
B D
Structuring the Process
The following must be determined:-
1. Desired output
2. Activities to deliver the objective/output
3. Related resources for each activity
The process approach principle states that the
objective is achieved more efficiently when
related resources and activities are
managed as a process.
Advantage
Leads to control over linkage between
processes, their combination and interaction
Process Approach
The ISO 9001: 2000[clause 0.2]
standard promotes the adoption of a
process approach when:-
1. Developing
2. Implementing
3. Improving
The effectiveness of a QMS.
Process Approach
The process approach emphasizes the
importance of:
Understanding and meeting requirements.
The need to consider processes in terms of
added value.
Obtaining results of process performance and
effectiveness.
Continual improvement of processes based
on objective measurement.
PROCESS APPROACH
The organization should be structured into
processes that achieve the desired objectives
efficiently.
The purpose of a QMS is to enable the
organization to meet its declared objectives.
PROCESS TYPES
Business process
Management process
Support process
BUSINESS PROCESSES
These have significant influence on
critical success factors for the
achievement of objectives.
1. Marketing
2. Sales
3. Service Provision
4. Production
MANAGEMENT PROCESSES
1) Strategic planning
2) Budgeting
3) Human resource planning
4) Communication
SUPPORT PROCESSES
These reinforce the business and
management processes.
1) Finance and Administration
2) Information Processing
3) Work of Legal Department
4) Work done at reception, switch board.
In order to manage processes, the
organization must answer whether it has;
Clearly defined objectives and how to measure and
review success.
Evaluated impacts of objectives on stakeholders.
Designed critical end to end process necessary to
deliver the objectives.
Assessed and provided the resources, skills and
competence to make it work.
PROCESS APPROACH
Functional organizations are divided
into various functional units of which
has their own internal agenda and
culture.
Inherent processes do not recognize
department or functional boundaries.
FUNCTIONAL APPROACH
PLANNING OF PROCESSES
Check Do
Did things Do
happened what
according to was
plan planned
CORRECTIVE ACTION AND
IMPROVEMENT OF THE PROCESS
“Plan” Establish the objectives and
processes necessary to deliver results in
accordance with customer requirements and
the organization’s policies.
“Do” Implement the processes.
“Check” Monitor and measure processes
and product against policies, objectives and
requirements for the product and report the
results.
“Act” Take actions to continually process
performance.
Conclusion
To effectively manage processes, the
organization must answer whether it has;
1) Clearly defined objectives and how to
measure success.
2) Evaluate impacts of objectives on
stakeholders.
3) Designed critical end to end process to
deliver the objectives.
4) Assessed and provided the resources, skills
and competence.