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2001 Cayman Business Systems Print date: Friday, February 14, 2014 Elsmar.com -- The Cove! Slide 1 Business Systems - Processes Business Systems Interactions.

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Presentation on theme: "2001 Cayman Business Systems Print date: Friday, February 14, 2014 Elsmar.com -- The Cove! Slide 1 Business Systems - Processes Business Systems Interactions."— Presentation transcript:

1 2001 Cayman Business Systems Print date: Friday, February 14, 2014 Elsmar.com -- The Cove! Slide 1 Business Systems - Processes Business Systems Interactions

2 2001 Cayman Business Systems Print date: Friday, February 14, 2014 Elsmar.com -- The Cove! Slide 2 Business Systems - Processes A Quality Management System?

3 2001 Cayman Business Systems Print date: Friday, February 14, 2014 Elsmar.com -- The Cove! Slide 3 Business Systems - Processes Trade Relationships

4 2001 Cayman Business Systems Print date: Friday, February 14, 2014 Elsmar.com -- The Cove! Slide 4 Business Systems - Processes Organization As An Extended System Suppliers of materials and equipment A B C D Design and redesign ConsumersConsumers Consumer Research Distribution Production, assembly, inspection Test of processes, machines, methods Receipt and test of materials (Deming, 1986)

5 2001 Cayman Business Systems Print date: Friday, February 14, 2014 Elsmar.com -- The Cove! Slide 5 Business Systems - Processes Extending Outside the Organization Sub-System Process (or Sub-Sub- System) Within a System System Your Product(s)

6 2001 Cayman Business Systems Print date: Friday, February 14, 2014 Elsmar.com -- The Cove! Slide 6 Business Systems - Processes Systems / Processes Inputs Outputs Outcomes Product or Service End-userSupplier MachinesMethods Material People Environment Measures In The Extended System Convert to Measurables When None Exist

7 2001 Cayman Business Systems Print date: Friday, February 14, 2014 Elsmar.com -- The Cove! Slide 7 Business Systems - Processes An Extended System Sub-SystemProcess Within the SystemSystem

8 2001 Cayman Business Systems Print date: Friday, February 14, 2014 Elsmar.com -- The Cove! Slide 8 Business Systems - Processes MANAGEMENT RESPONSIBILITY Quality Policy Quality Objectives Management Review MEASUREMENT, ANALYSIS AND IMPROVEMENT Internal Audit Preventive Action Corrective Action Customer Satisfaction RESOURCE MANAGEMENT Purchasing Human Resources PRODUCT REALIZATION Process Planning Process Documentation Customers and Other Interested Parties Customers and Other Interested Parties INFRASTRUCTURE Document Control Control of Records Information Systems Satisfaction Requirements The ISO 9001:2000 'Process' Model Continual Improvement of the Quality Management System PRODUCT(s)

9 2001 Cayman Business Systems Print date: Friday, February 14, 2014 Elsmar.com -- The Cove! Slide 9 Business Systems - Processes Account Management Sales / Marketing Order Receipt Order to MFG. Procure Material Build Product Ship Product Bill Customer Collect Money Mrkting Process Sales Process Quote Process Credit Approval Order Review Gen. Doc. Acknowl. Order Notify Mfg. Verify Inputs Plan the Job Release for Purch 7 Mfg. Review Reqmts Make vs. Buy Select Supplier Issue RFQ Place Orders Eval. Incoming Matls Material Dispo. Autorize Supp. pay Review Doc. Pack. Kit Materials Set up Equip. Mfg. per Route Card Package Send to Finish goods Confirm Date Create Pack. Docs. Create / Dist Invoice Sched. Carrier Generate Ship. Docs. Pass to shipper File Paperwork Mail InvoiceReceive Payments Resolve Disputes Management Processes Results / Forecasts Business Plan Mgmnt Mtgs. Design Engineering Quality Systems Internal Audits Procedures & Standards Supplier Approval Document Control Control of Test Equipment Data Security Training Personnel Processes Customer Complaints Facilities Processes Corrective Action Customer Services Material Stocking Financial Processes Preventative Maintenance Support Processes Simple Top Level Operations Flowchart

10 2001 Cayman Business Systems Print date: Friday, February 14, 2014 Elsmar.com -- The Cove! Slide 10 Business Systems - Processes Quality Through Process Improvement Customer Customer Feedback Product or Service MachinesMethods Material People Environment Process Feedback Feedback is a cornerstone, so to speak, of ISO The implication throughout the standard is that you will manage with data.

11 2001 Cayman Business Systems Print date: Friday, February 14, 2014 Elsmar.com -- The Cove! Slide 11 Business Systems - Processes Business As A System (Process) Fabrication Component Test Assembly Ship Device Test Process Validations Sub-Processes (Sub-Systems) Design Product Purchase Materials Receive Materials Receive Order Sales / Marketing

12 2001 Cayman Business Systems Print date: Friday, February 14, 2014 Elsmar.com -- The Cove! Slide 12 Business Systems - Processes Define Product and Base Processes Sub-Process A Sub-Process B Information Services Process 3 Sub-Process A Sub-Process B Process 4 Sub-Process C High level Process Description Wholesale Process 2 Retail Clients Process 1 1. Product 1 2. Product 2 External Customers 1. Product 1 Products Sub-Process This is not meant to represent YOUR process structure. It is only meant to serve to give you food for thought on looking at your processes.

13 2001 Cayman Business Systems Print date: Friday, February 14, 2014 Elsmar.com -- The Cove! Slide 13 Business Systems - Processes Sales Proposal Outside Retailer Selling Covered Products Contract Implement Proposal to Retailer For Retailer Relationship Add New Contracts Tele-Market Retailer Provides Sales Information Contact Prospective Customers Successful Sale Process 1 Process 2 Process 3 Individual Calls for Service Contact Servicer & Issue Authorization Service Supplier Provides Service Service Supplier Invoices Company Process 4 Company Pays Invoice Main Processes / Systems

14 2001 Cayman Business Systems Print date: Friday, February 14, 2014 Elsmar.com -- The Cove! Slide 14 Business Systems - Processes Miscellaneous Sub-Processes Contract Negotiation Compliance to State Regulations Maintenance of Fulfillment Process Load client data electronically Dealer Set Up Table maintenance New client installations (implementations) Direct Marketing Warranty Administration Client Services Contracting & Compliance Claims Review & Approve Payments OTL authorizations for retail contracts Customer Service Entitle & issue all initial authorizations Inbound Sales Calls Calculations for cash out Service Recruitment Maintain Servicer Database Satellite Customer Service Compliance & Training New Employee Training Quality audits of staff QA Card review & reporting PC Help Desk Entitle & issue all initial authorizations Campaign Planning Execute Direct Mail & Telemarketing campaigns Reporting for Client and management Develop proposals Control collateral materials Sales & Marketing Support Load client data manually Process Cancellations Data Entry

15 2001 Cayman Business Systems Print date: Friday, February 14, 2014 Elsmar.com -- The Cove! Slide 15 Business Systems - Processes Integrated Process Overview Example

16 2001 Cayman Business Systems Print date: Friday, February 14, 2014 Elsmar.com -- The Cove! Slide 16 Business Systems - Processes Process Interaction Example

17 2001 Cayman Business Systems Print date: Friday, February 14, 2014 Elsmar.com -- The Cove! Slide 17 Business Systems - Processes Yes No Yes No The Organization as a System, Subsystems, and Processes Every company is made up of systems / processes. These interact. And they extend beyond the company walls.

18 2001 Cayman Business Systems Print date: Friday, February 14, 2014 Elsmar.com -- The Cove! Slide 18 Business Systems - Processes Systems and Subsystems There are high level systems and low level systems. High level systems are composed various sub-systems.

19 2001 Cayman Business Systems Print date: Friday, February 14, 2014 Elsmar.com -- The Cove! Slide 19 Business Systems - Processes Document Types / Classification & Controls Systems Manual and Level IIs Department Specific Training Materials Departmental Master Systems Departmental Work Instructions Control by: Department Manager Control by: Quality Systems Manager Quality Records Training Records Control by: Department Manager Master Systems Orientation Training Materials Control by: HR Control by: Department Manager


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