Dit is een samenvatting van het boek: "Procesmanagement in de praktijk" van Hugo Hendriks. Ik heb dit boek gebruikt voor mijn studie Bedrijfskunde in leerjaar 2. Deze samenvatting bevat de hoofdstukken 1 t/m 7 en heeft geresulteerd in een ruime voldoende (7,4).
Mitchell Feij
Student HU Amersfoort -
HU University of Applied Sciences Amersfoort |
Bedrijfskunde |
De Nieuwe Poort 21 | Postbus 512 | 3800 AM Amersfoort
| www.hu.nl
Mitchell.feij@student.hu.nl
Studentnummer 1734265
Hoofdstuk 1: Procesmanagement.................................................................................................................. 5
1.1 Procesmanagement in de praktijk.................................................................................................................5
1.1.1 Wat is een proces?..................................................................................................................................6
1.1.2 Wat is procesmanagement?...................................................................................................................6
1.1.3 Wat is procesmatig werken?..................................................................................................................6
1.1.4 Wat is toegepast procesmanagement?..................................................................................................7
1.2 Vier bijzondere kenmerken van processen.....................................................................................................7
1.2.1 Volume van de output............................................................................................................................7
1.2.2 Verscheidenheid van de output.............................................................................................................7
1.2.3 Variatie in de vraag naar output.............................................................................................................7
1.2.4 Mate van verborgenheid van het proces voor de klant.........................................................................7
1.3 Relatie met kwaliteitsmanagement...............................................................................................................7
1.3.1 Kwaliteitsgoeroes...................................................................................................................................7
1.3.2 Ontwikkeling in kwaliteitsdenken...........................................................................................................8
1.3.3 INK-managementmodel.........................................................................................................................8
1.3.4 Kwaliteitssysteem en ISO-9000..............................................................................................................8
1.4 Sociaal-dynamisch perspectief.......................................................................................................................8
1.4.1 Gedrag van Medewerkers......................................................................................................................8
1.4.2 Stijl van managers...................................................................................................................................9
1.4.3 Rol van specialisten................................................................................................................................9
1.5 Volwassenheid van organisaties....................................................................................................................9
1.5.1 volwassenheidsstadium 1: Productgerichte fase...................................................................................9
1.5.2 volwassenheidsstadium 2: Procesgerichte fase.....................................................................................9
1.5.3 volwassenheidsstadium 3: Organisatiegerichte fase.............................................................................9
1.5.4 volwassenheidsstadium 4: ketengerichte fase.......................................................................................9
1.5.5 volwassenheidsstadium5: Maatschappijgerichte fase...........................................................................9
1.6 De focus van procesmanagement..................................................................................................................9
1.6.1 volwassenheid van uw organisatie.......................................................................................................10
1.6.2 Gewenste volwassenheid van procesmanagent..................................................................................10
1.6.3 bepaald de typische kenmerken van uw primaire proces...................................................................10
Hoofdstuk 2 Processen beschrijven.............................................................................................................. 10
2.1 Procesarchitectuur bepalen.........................................................................................................................10
2.1.1 stap 1: Detailniveau bepalen................................................................................................................11
2.1.2 stap 2: Kiezen van een methode voor het genereren van een overzicht van processen....................11
2.1.3 stap 3: Een overzicht maken van de te beschrijven processen............................................................11
2.2 Proceskenmerken vastleggen.......................................................................................................................11
2.2.1 stap 1: Proceskenmerken bepalen.......................................................................................................11
2.2.2 Stap 2: format vaststellen.....................................................................................................................12
2.2.3 stap 3: Proceskenmerken vastleggen...................................................................................................12
2.3 Procesbeschrijving borgen...........................................................................................................................12
2.3.1 organisatorische boring........................................................................................................................12
2.3.2 Geautomatiseerde borging...................................................................................................................13
, 3.1.2 stap 2: Externe analyse maken.............................................................................................................14
3.1.3 stap 3: interne analyse maken..............................................................................................................14
3.1.4 stap 4: strategische keuzes formuleren................................................................................................14
3.1.5 stap 5: strategie formuleren.................................................................................................................14
3.1.6 Stap 6: strategie implementeren..........................................................................................................14
3.1.7 stap 7: strategie evalueren...................................................................................................................14
3.2 Procesdoelen formuleren.............................................................................................................................15
3.2.1 kritische succesfactoren.......................................................................................................................15
3.2.2 kritische bedrijfsprocessen...................................................................................................................15
3.2.3 prestatie indicatoren............................................................................................................................15
3.3 Stuurinformatie genereren...........................................................................................................................15
3.3.1 streefwaarde.........................................................................................................................................15
3.3.2 wordt de indicator al gemeten?...........................................................................................................15
3.3.3 bron van informatie..............................................................................................................................15
3.3.4 meetfrequentie.....................................................................................................................................15
3.3.5 meetinstrument....................................................................................................................................16
3.3.6 wie verzorgt de meting?.......................................................................................................................16
3.4 proces besturen............................................................................................................................................16
3.4.1 voorspelbaarheid..................................................................................................................................16
3.4.2 effect van de ingreep............................................................................................................................16
3.4.3 Bullwhip-effect......................................................................................................................................16
3.4.4 regeling.................................................................................................................................................16
3.5 procesbesturing in de praktijk......................................................................................................................17
3.5.1 sand cone-model..................................................................................................................................17
3.5.2 afwegingsmodel....................................................................................................................................17
Hoofdstuk 4 analyseren van processen......................................................................................................... 18
4.1 analyse van de effectiviteit van procesmanagement..................................................................................18
4.1.1 Hoshin kanri..........................................................................................................................................18
4.1.1 toetsing van omgevingsomstandigheden.............................................................................................18
4.2 analyse van het procesverloop.....................................................................................................................18
4.2.1 frequentie en benodigde tijd van de analyse.......................................................................................18
4.2.2 stappenplan voor de procesaudit.........................................................................................................18
4.3 analyse van de performance van een proces...............................................................................................19
4.3.1 analyse van de kwaliteit.......................................................................................................................19
4.3.2 analyse van de betrouwbaarheid.........................................................................................................19
4.3.3 Analyse van de flexibiliteit....................................................................................................................20
4.3.3 analyse van de kosten...........................................................................................................................20
4.3.5 Analyse van de doorlooptijd.................................................................................................................20
4.4 analysetechnieken........................................................................................................................................20
4.4.1 visgraatdiagram....................................................................................................................................20
4.4.2 Controleblad.........................................................................................................................................20
4.4.3 regeldiagram.........................................................................................................................................21
4.4 stroomschema.........................................................................................................................................21
4.4.5 histogram..............................................................................................................................................21
4.4.6 pareto-analyse......................................................................................................................................21
4.4.7 spreidingdiagram..................................................................................................................................21
Hoofdstuk 5 processen verbeteren............................................................................................................... 22
5.1 Aspecten die een rol spelen bij het verbeteren van processen....................................................................22
5.1.1. Stapsgewijze versus sprongsgewijze verbeteringen...........................................................................22
5.1.2. Systeemtechnisch versus sociaal dynamisch verbeteren....................................................................22
5.1.3. Het verbeteren zelf is ook een PDCA-cyclus........................................................................................22
, 5.1.4. Intern versus extern motief voor verbetering.....................................................................................22
5.1.5. Objectieve versus subjectieve meetinformatie...................................................................................23
5.1.6. Oplossing versus symptoombestrijding...............................................................................................23
5.1.7. Visualiseren van de verbeteringen......................................................................................................23
5.1.8. Theoretisch versus realistisch haalbare streefwaarde........................................................................23
5.1.9 Ongewenste neveneffecten.................................................................................................................23
5.2 Specifieke verbeter methode........................................................................................................................24
5.2.1 Six sigma...............................................................................................................................................24
5.2.2 Lean management................................................................................................................................24
5.2.3 Theory of constraints............................................................................................................................25
5.2.4 Total productive maintenance (TPM)...................................................................................................25
5.2.5 Quik response manufacturing..............................................................................................................26
5.3 Integrale verbetermethoden........................................................................................................................26
5.3.1 Systeemtheorie.....................................................................................................................................26
5.3.2 Business procesmanagement...............................................................................................................26
5.3.3 Total quality management....................................................................................................................27
5.3.5 benchmarking.......................................................................................................................................27
5.4 innovatie en vernieuwing.............................................................................................................................27
5.4.1 Business proces re-engineering............................................................................................................27
5.4.2 innovatie...............................................................................................................................................27
Hoofdstuk 6 Six Sigma.................................................................................................................................. 28
6.1 normale verdeling........................................................................................................................................28
6.2 ontstaan en ontwikkelen Six Sigma..............................................................................................................28
6.3 grondbeginselen six sigma...........................................................................................................................28
6.3.1 define (definitiefase).............................................................................................................................28
6.3.2 mesure (meetfase)................................................................................................................................28
6.3.3 analyse (analysefase)............................................................................................................................28
6.3.4 improve (verbeterfase).........................................................................................................................29
6.3.5 control (beheerfase).............................................................................................................................29
6.4 instrumenten van Six Sigma.........................................................................................................................29
6.4.1 define (definitie fase)............................................................................................................................29
6.4.2 Mesure (meetfase)...............................................................................................................................29
6.4.3 analyze (analyse fase)...........................................................................................................................29
6.4.4 improve (verbeterfase).........................................................................................................................29
6.4.5 control (beheerfase).............................................................................................................................29
6.5 Uitvoering geven aan six sigma...................................................................................................................30
6.5.1 projecten en opleidingsprogramma.....................................................................................................30
6.5.2 selecteren van six sigma verbeter projecten........................................................................................30
6.5.3 tips bij de uitvoering van six sigma.......................................................................................................30
Hoofdstuk 7 Lean management.................................................................................................................... 31
7.1 ontstaan lean management.........................................................................................................................31
7.1.1 doel van lean management..................................................................................................................31
7.1.2 managementmethode of filosofie........................................................................................................31
7.1.3 is lean management geschikt voor elke organisatie............................................................................31
7.2 grondbeginselen van lean management.................................................................................................31
7.2.1 wat is de rol van waarde in de ogen van de klant?..............................................................................31
7.2.2 waar wordt waarde toegevoegd in het proces?..................................................................................31
7.2.3 zoek verspillingen in het proces en verwijder ze..................................................................................32
7.2.4 trek de order door het proces..............................................................................................................32
7.2.5 zorg dat de verspillingen niet meer terugkomen.................................................................................32
7.3 lean instrumenten...................................................................................................................................32
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