Process Management

Waqar Hashmi

Management is not feeding materials to

machines, but applying logic to work.
Peter F. Drucker

The first step in any organization is to draw

a flow diagram to show how each
component depends on others Then
everyone may understand what his job is.
If people do not see the process, they can
not improve it.
W. Edwards Deming

What is a Process?
Process is mechanism by which inputs are
transformed into outputs.

Process

OUTPUT
(Product)
Value
Satisfaction

CONVERSION
PROCESS
Management
Technology

INPUT
(Materials)
Value

Key Functions in a Process

Endpoints
Transformations
Feedback
Repeatibility

Endpoints

Inputs
Outputs
Customers
Catalyst event

Transformations
Physical
Locational
Transactional

Feedback
Feedback involves communication and
evaluation channels by which the
transformational activities are modified, or
corrected, to maintain the desired
attributes of the output. Every process
requires feedback to regulate its output.

Repeatability
Repeatability implies that a process is or
can be executed regularly in the same
manner with the same output.

Process Characteristics

Clearly defined ownership

Boundaries
Capacity
Documentation
Control points
Effectiveness
Efficiency
Adaptability
Measurements
Corrective action
Preventive action

Service-organization Processes

Degree of customer contact

Intangibility
Immediacy
Non-accumulation
Labor intensive(ness)

Flow Charts
A pictorial representation describing a
process being studied or even used to plan
stages of a project. Flow charts tend to
provide people with a common language
or reference point when dealing with a
project or process. Flow charts are an
excellent form of documentation for a
process, and quite often are useful when
examining how various steps in a process
work together.

How to Flowchart - I
Gather information of how the process flows:
use a) conservation, b) experience, or c) product
development codes.
Trial process flow. Process should follow the flow
of step1, step2,, stepN where stepN = End of
Process
Define the boundaries of the process clearly.
Use the simplest symbols possible.
Make sure every feedback loop has an escape.

How to Flowchart - II
There is usually only one output arrow out
of a process box. Otherwise, it may
require a decision diamond.
Allow other more familiar personnel to
check for accuracy.
Make changes if necessary.
Compare final actual flow with best
possible flow.
Maintain and improve the process.

Basic Flowchart Symbols

Manufacturing Flowcharts
Operation: drive nail, typing

Transportation: Moving material from one place to

another

Storage: Raw, WIP or finished material, protective

filing of documents

Delay: Material waiting to be processed, papers

waiting to be filed
Inspection: Gauges, examining material for quality
& quantity, review printed forms for modification

Flowchart Examples
Link 1 for service sector
Link 2 for manufacturing sector

Interpreting a Flowchart
Analyze flowchart of actual process.
Analyze flowchart of best process.
Compare both charts, looking for areas where
they are different. Most of the time, the stages
where differences occur is considered to be hint
for improvement in the actual process.
Devise and execute in-house steps to correct
the gap between the actual & best processes.

A Comparison
Characteristic

Service

Manufacturing

Ownership

Tends to be
ambiguous
Often unclear
Often
non-existent
Hard to define
Reactively

Usually clear

Boundaries
Control points
Measurement
Corrective action

Clearly defined
Clearly defined
& established
Easy to define
Performed during &
after