With the introduction of the process approach is one of the stages of documenting processes.This is one of the main stages of implementation, and in reality it is a very long and laborious process that requires a lot of time and effort.In any organization, a great number of processes and many of them are very ambiguous.This feature different processes in service organizations.
Consider the description and documentation of service processes on the example of a consulting company specializing in the field of quality management and statistical analysis.
for describing and documenting the process of providing services, you can use a variety of means: the relationship mapping, flowcharts, flow diagrams, process maps, network diagrams, etc.
Before you start tracing a detailed block diagram of the process, often need to create a general picture of who participates in the process and how they interact with each other and with the outside world.This is especially important to do when the process involves a large number of participants.In this case it may be extremely difficult to streamline the individual stages of the process.Mapping relationships - the first step in this work.
to determine the interaction of the process need to be clear.For service delivery consulting company specializing in the field of quality management and statistical analysis of the sequence of actions will be as follows:
1) The customer places an order for a project in the consulting department, providing information in its possession;
2) consulting department sends the order and the information in the department of marketing and planning;
3) marketing and planning department analyzes the data and requests the necessary data provider, and then developing a plan of the project and send it to the customer for approval, and then to the expert department;
4) expert department on the basis of these data and is developing a plan for the layout of the project, which is approved by the client;
5) approved the layout is made into a finished project (expert department) and sent to the quality department to assess compliance;
6) quality department sends the finished project consulting department;
7) Consulting Division provides client project that evaluates the quality of services performed;
8) if necessary, the finished project is sent back for revision.
Thus, the provision of services consultancy specializing in the field of quality management and statistical analysis is fully consistent with the cycle of PDCA [3].
to map the relationships necessary to define the inputs and outputs of the process.In this case, the inputs are: customers, employees, information resources, software, infrastructure, office equipment, methods and techniques, new technologies.For outputs - ready quality service (draft, consultation, etc.) costs.
next stage of mapping the relationships is to define stakeholders: customers, departments and individual employees, suppliers, ieall those who take part in or influence on him.
to determine the participants in the process of providing the services necessary to analyze all the departments in the company, resources, suppliers and select the appropriate one for the participation in the process.Thus, we identified the following stakeholders: customers, consulting department, marketing and planning, information providers, advisory department, quality.
After the composition of the potential participants in the process to determine the type of interaction between them.To do this, set the system arrows.
Based on the above map is based relationships.
So, based on all the above, we can conclude that the process - a sequence of execution of functions (work, operations), aimed at creating a result that has value to the customer.
process must be:
- continuous, consistent, documented,
- aimed at creating a result that has value to the customer,
- controlled, that is, provided the points, methods and means of control,
- rationally builtto eliminate "refunds" or unnecessary and ineffective operations - are provided with channels of information transmission, etc.
Speaking about the role of the process approach to quality management system should be noted that the role of process in any system is large enough.Since SMC is a management entity - the company should control all the processes associated with it.
