1. A Lufthansa Technik folyamat-orientált integrált irányítási rendszere Rácz János-LHTB KBSz szakmai fórum Siófok 2008.10.07.

2. Page 2 2008.10.07 KBSz fórum Tartalom A struktúra IQ MOVE alapok Demonstráció

3. Page 3 2008.10.07 KBSz fórum A struktúra Do Information Management (TI) Strategic Purchasing (TN) Logistics (LTL) Environmental Management Processes (TQ/U) Occupational Safety Processes (PX) Operational QM- Processes (TQ) Facility Management (TV/F) * and other Stakeholders (e.g. Authorities, the Public) Requirements Fulfilment of Requirements Management Processes Company- strategy (TV/S) Human Resources (TP) Controlling & Subsidiaries (TC) Central QM- Processes (TQ) Management of Poduct- and Service Implementation Aircraft Maintenance (WF) Central Customer Service Processes (TS) Completion Center & Design Organisation (WL) Aircraft Overhaul & VIP Jet Services (WD) Aircraft Component Services (WG) Engine Services (WT) Marketing and Sales (TS) Management of ResourcesMeasurement, Analysis, Improvement Customers* Process-Oriented Integrated Management System Finance- & Accounting (TB) Plan Do Act Check LHT Management Processes (TV)

4. Page 4 2008.10.07 KBSz fórum A dokumentáció elemei Management ManualIntranet-Based Integrated Documentation System Document- database Process- database Requirement- database Air Traffic Law – Quality– Environmental Protection – Occupational Safety Documentation of the Process-Oriented Integrated Management System + + …for quick reference …to view details Air Traffic Law – Quality– Environmental Protection – Occupational Safety

5. Page 5 2008.10.07 KBSz fórum Tartalom A struktúra IQ MOVE alapok Demonstráció

6. Page 6 2008.10.07 KBSz fórum Job Cards / Job Orders Quality Procedures in the Intranet Employee knows refers to A megelőző állapot Procedures of the business units refers to Procedures 360 Documents à 10 – 25 Pages WF WD TQ … … TB refers to Refer to Other Procedures Supplements refers to Refer to refers to 34 Supplements à 10 – 25 Pages 1 2 3 … … 34 refers to Refer to Quality Manual – Part 1 refers to 140 Pages per Document Q-Manual- Part 1 Refer to Refers to Quality Manual – Part 2 refers to Q-Manual- Part 2 30 QM - Regulations à 10 – 25 Pages 1 2 3 … … 30 refers to Valóban elolvasta az összes eljárást?

7. Page 7 2008.10.07 KBSz fórum Mi az IQ MOVE rendszer rendeltetése? The existing documentation consists of : 1. Quality Management Handbook (Part I + II) 2. QM-Regulations 3. Procedure Instructions 4. Environmental Handbook and Procedures 5. Occupational Health and Safety Procedures The aim of IQ MOVE is to replace the existing Lufthansa Technik management documentation. To find all relevant procedures quickly and easily ‚The key performance indicator of IQ MOVE is acceptance by the employees...Everybody should find the information held in procedures quickly and easily.‘ Dr. Thomas Stüger, Chairman Product & Services, Lufthansa Technik AG Member of the IQ MOVE Review Board The vision:

8. Page 8 2008.10.07 KBSz fórum A biztonság alapjai..to achieve the highest safety level through excellent procedures to be informedto be qualified Knowledge Know How, Awareness Talent, Expertise CompetenceLeadership Attitude Ambition to be expected to have the time MotivationOrganisation The part of IQ MOVE is to present information in a quick and easy way – nothing more and nothing less!

9. Page 9 2008.10.07 KBSz fórum Process Database Document Database Process 1 Process 2 Process 3 Process 4 for all employees Process Management Requirement Database 2. interpretieren, 1. Anforderungen erfassen, laws, standards & external regulations contracts, specifications Corporate policies & principles 2. Interprete requirements, 3. Assign tasks, 1. Document requirements, A követelmények integrálása az eljárásokba for authoritiesauthorities, certifiers, customers, internal requirement managerscertifier Requirement Management 4. Integrate tasks

10. Page 10 2008.10.07 KBSz fórum A folyamatok megjelenítése az IQ MOVE rendszerben Process Map Swim Lanes Info-Box Task Related Document Target Group: Process Owners and Managers Target Group: Experienced Staff Target Group: Less experienced Staff, Newcomers Level of Detail High Low City Map Regional Map State Map

11. Page 11 2008.10.07 KBSz fórum Process Map Process Owner & Excecutives A legjobb megjelenítést nyújtja a munkavállaló eseti igényének megfelelően The way we map our processes Swimming Lanes Experienced Employees Info Box Inexperienced Employees Task Related Documents Organisational Charts 1 1 2 2 3 3 Different access paths (Acces points, see,, ) to the procedures in order to satisfy different information demands... My Processes............. My Workplace Process Map Process Owner View....... Search Organisational Charts..... 1 1 2 2 3 3 e.g. 3 3 2 2 1 1 Glossary

12. Page 12 2008.10.07 KBSz fórum Ahogy régen csináltuk, s ahogy most készül früher One author per procedure instruction (but >260 authors in total) Many users The way we used to publish procedure instructions A typical ‚Process Modeling Team‘ consists of …. Process Specialists Know the process in detail Process Owner Process Modeler Knows the process in its context Knows how to model processes, expert in moderation techniques, skilled in working with teams, familiar with the IQ MOVE philosophy The way we will model processes Never ending coordination processes

13. Page 13 2008.10.07 KBSz fórum Tartalom A struktúra IQ MOVE alapok Demonstráció

14. Page 14 2008.10.07 KBSz fórum Live Demonstration of the IQ MOVE Intranet Application Live Demonstration of the IQ MOVE Intranet Application

15. Page 15 2008.10.07 KBSz fórum Köszönöm a figyelmet!