Volledige samenvatting (alle hoofdstukken) van Procesmanagement in de praktijk van Hugo Hendriks. Gebruikt tijdens het vak Procesmanagement van het NCOI. Behaald cijfer: 8,8.
1. Procesmanagement ............................................................................................................................... 5
1.1. Procesmanagement in de praktijk ........................................................................................................ 5
1.1.1. Wat is een proces? .......................................................................................................................... 5
1.1.2. Wat is procesmanagement? ............................................................................................................ 6
1.1.3. Wat is procesmatig werken? ........................................................................................................... 7
1.1.4. Wat is toegepast procesmanagement? ........................................................................................... 7
1.2. Vier bijzondere kenmerken van processen ........................................................................................... 8
1.3. Relatie met kwaliteitsmanagement ..................................................................................................... 9
1.3.1. Kwaliteitsgoeroes ............................................................................................................................ 9
1.3.2. Ontwikkeling in kwaliteitsdenken.................................................................................................... 9
1.3.3. INK-managementmodel .................................................................................................................. 9
1.3.4. Kwaliteitssystemen en ISO-9000 ................................................................................................... 10
1.3.5. Belang van procesmanagement; de high performance organisatie .............................................. 10
1.4. Sociaal-dynamisch perspectief ........................................................................................................... 10
1.4.1. Gedrag van medewerkers ............................................................................................................. 10
1.4.2. Stijl van managers.......................................................................................................................... 11
1.4.3. Rol van specialisten ....................................................................................................................... 11
1.5. Volwassenheid van organisaties ........................................................................................................ 11
1.5.1. Volwassenheidsstadium 1: productgerichte fase .......................................................................... 12
1.5.2. Volwassenheidsstadium 2: procesgerichte fase ............................................................................ 12
1.5.3. Volwassenheidsstadium 3: organisatiegerichte fase ..................................................................... 12
1.5.4. Volwassenheidsstadium 4: ketengerichte fase ............................................................................. 12
1.5.5. Volwassenheidsstadium 5: maatschappijgerichte fase ................................................................. 12
1.6. De focus van procesmanagement ...................................................................................................... 13
1.6.1. Volwassenheid van uw organisatie ............................................................................................... 13
1.6.2. Gewenste volwassenheid van procesmanagement ...................................................................... 13
1.6.3. Bepaal de typische kenmerken van uw primaire proces ............................................................... 13
2. Processen beschrijven.......................................................................................................................... 14
2.1. Procesarchitectuur bepalen ................................................................................................................ 14
2.1.1. Detailniveau bepalen ..................................................................................................................... 14
2.1.2. Kiezen van een methode voor het genereren van een overzicht van processen .......................... 14
2.1.3. Een overzicht maken van de te beschrijven processen ................................................................. 17
2.2. Proceskenmerken vastleggen ............................................................................................................. 18
2.2.1. Proceskenmerken bepalen ............................................................................................................ 18
2.2.2. Format vaststellen ......................................................................................................................... 18
2.2.3. Proceskenmerken vastleggen ........................................................................................................ 21
2.3. Procesbeschrijvingen borgen .............................................................................................................. 22
2.3.1. Organisatorische borging .............................................................................................................. 22
2.3.2. Geautomatiseerde borging............................................................................................................ 22
4. Processen analyseren .......................................................................................................................... 30
4.1. Analyse van de effectiviteit van procesmanagement ......................................................................... 30
4.1.1. Hoshin Kanri .................................................................................................................................. 30
4.2. Analyse van het procesverloop ........................................................................................................... 31
4.3. Analyse van de performance van een proces ..................................................................................... 31
4.3.1. Analyse van de kwaliteit ................................................................................................................ 32
4.3.2. Analyse van de betrouwbaarheid .................................................................................................. 33
4.3.3. Analyse van de flexibiliteit ............................................................................................................. 34
4.3.4. Analyse van de kosten ................................................................................................................... 35
4.3.5. Analyse van de doorlooptijd .......................................................................................................... 35
4.4. Analysetechnieken.............................................................................................................................. 36
4.4.1. Visgraatdiagram............................................................................................................................. 36
4.4.2. Controleblad .................................................................................................................................. 36
4.4.3. Regeldiagram ................................................................................................................................. 37
4.4.4. Stroomschema............................................................................................................................... 37
4.4.5. Histogram ...................................................................................................................................... 38
4.4.6. Paretoanalyse ................................................................................................................................ 38
4.4.7. Spreidingsdiagram ......................................................................................................................... 39
5. Processen verbeteren .......................................................................................................................... 40
5.1. Aspecten die een rol spelen bij het verbeteren van processen ........................................................... 40
5.2. Specifieke verbetermethoden ............................................................................................................. 40
5.2.1. Six Sigma ........................................................................................................................................ 41
5.2.2. Lean management ............................................................................................................................. 41
5.2.3. Theory of Constraints .................................................................................................................... 42
5.2.4. Total Productive Maintenance ...................................................................................................... 43
5.2.5. Quick Response Manufacturing..................................................................................................... 44
5.3. Integrale verbetermethoden ......................................................................................................... 44
5.3.1. Systeemtheorie ............................................................................................................................. 45
5.3.2. Businuss Process Management ..................................................................................................... 46
5.3.3. Total Quality Management ............................................................................................................ 46
5.3.4. Kwaliteitssystemen ........................................................................................................................ 46
5.3.5. Benchmarking ................................................................................................................................ 47
5.4. Innovatie en vernieuwing ................................................................................................................... 47
5.4.1. Business Proces re-engineering ..................................................................................................... 47
5.4.2. Innovatie ........................................................................................................................................ 47
6. Six Sigma ............................................................................................................................................. 48
6.1. Normale verdeling .............................................................................................................................. 48
6.2. Ontstaan en ontwikkeling van Six Sigma............................................................................................ 48
, 6.3. Grondbeginselen van Six Sigma.......................................................................................................... 49
6.3.1. Define ............................................................................................................................................ 50
6.3.2. Measure......................................................................................................................................... 50
6.3.3. Analyze .......................................................................................................................................... 50
6.3.4. Improve .............................................................................................................................................. 50
6.3.5. Control ........................................................................................................................................... 50
6.4. Instrumenten van Six Sigma ............................................................................................................... 51
6.4.1. Define ............................................................................................................................................ 51
6.4.2. Measure......................................................................................................................................... 53
6.4.3. Analyze .......................................................................................................................................... 53
6.4.4. Improve ......................................................................................................................................... 54
6.4.5. Control ........................................................................................................................................... 55
6.5. Uitvoering geven aan Six Sigma ......................................................................................................... 55
6.5.1. Projectorganisatie en opleidingsprogramma ................................................................................ 55
6.5.2. Selecteren van Six Sigma-projecten .............................................................................................. 56
6.5.3. Tips bij de uitvoering van Six Sigma ............................................................................................... 56
Wetten van Six Sigma .................................................................................................................................. 57
7. Lean Management ............................................................................................................................... 58
7.1. Ontstaan van Lean Management ....................................................................................................... 58
7.1.1. Doel van Lean Management .......................................................................................................... 58
7.2. Grondbeginselen van Lean Management .......................................................................................... 59
7.2.1. Wat is de rol van waarde in de ogen van de klant? ....................................................................... 59
7.2.2. Waar wordt waarde toegevoegd in het proces? ........................................................................... 60
7.2.3. Zoek verspillingen in het proces en verwijder ze .......................................................................... 61
7.2.4. Trek de order door het proces....................................................................................................... 61
7.2.5. Zorg dat de verspillingen niet meer terugkomen .......................................................................... 61
7.3. Leaninstrumenten .............................................................................................................................. 62
7.3.1. 5x why ........................................................................................................................................... 62
7.3.2. 5S ................................................................................................................................................... 62
7.3.3. A3-systematiek .............................................................................................................................. 63
7.3.4. Poke Yoke ...................................................................................................................................... 63
7.3.5. Lijnbalancering .............................................................................................................................. 64
7.3.6. Kanban ........................................................................................................................................... 64
7.3.7. Gedrags- en cultuurbeïnvloeding .................................................................................................. 66
7.3.8. Conclusie instrumenten................................................................................................................. 66
8. Systeemtheorie ................................................................................................................................... 68
8.1. Algemene systeemtheorie .................................................................................................................. 68
8.1.1. Systeemhiërarchie ......................................................................................................................... 68
8.1.2. Begrippen ...................................................................................................................................... 69
8.2. Systeemtheorie en procesmanagement ............................................................................................. 69
8.2.1. Een organisatie als een black box .................................................................................................. 69
8.2.2. Openen van een black box ............................................................................................................ 70
8.2.3. Besturen van de black box ............................................................................................................. 71
8.2.4. Standaard procesmodel................................................................................................................. 72
8.3. De tijdsfactor in het systeem .............................................................................................................. 73
8.4. Rekenkundige benadering van het systeemgedrag ............................................................................ 74
8.5. Vertaling naar de praktijk .............................................................................................................. 74
10. Veranderkundig aanpak .................................................................................................................. 84
10.1. Wat is veranderen? ............................................................................................................................ 84
10.1.1. Organisatieverandering ............................................................................................................ 84
10.1.2. Veranderingsbereidheid van groepen mensen......................................................................... 84
10.1.3. Individuele verandering ............................................................................................................ 85
10.2. Hoe om te gaan met weerstand? ....................................................................................................... 86
10.2.1. Het proces van weerstand ........................................................................................................ 86
10.2.2. Omgaan met individuele weerstand......................................................................................... 87
10.2.3. Uw leiderschapsstijl bij grote veranderingen ........................................................................... 87
10.2.4. Benutten van weerstand .......................................................................................................... 88
10.3. Stappenplan voor een veranderproces ............................................................................................... 89
10.3.1. Algemeen stappenplan voor een veranderproces .................................................................... 89
10.4. Generieke aanpak voor het verbeteren van processen ...................................................................... 89
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