ABSTRACT
Chapter 2 further examines the concept of process management and improving customer satisfaction. It introduces a systematic approach to defining customer–supplier relationships and processes; standardizing processes; designing/modifying processes; and improving processes.
It describes the various techniques of block diagramming and flowcharting and shows their use in process mapping, examination and improvement, positioning process mapping and analysis in the context of business process re-design/re-engineering (BPR).
Improvement should be based on process alignment, starting with the organization’s mission statement, its CSFs and core processes. Creation of ‘dynamic models’, through mapping the core processes, will engage the people in an enduring change process.
A systematic approach to process understanding includes: defining supplier/customer relationships; defining the process; standardizing the procedures; designing a new process or modifying an existing one; identifying complexity or opportunities for improvement. The boundaries of the process must be defined and topics such as value stream mapping (VSM), business process re-design (BPR) are covered as well as using process mapping/flowcharting and teamwork to achieve improvements in customer satisfaction and productivity by moving from the ‘as is’ to the ‘to be’ process.
