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Business process management for improved productivity and customer satisfaction
Business process
management for improved
productivity and customer
satisfaction
by Maths E. Andersson, Elcoteq, Luxembourg
Business process management and its processes, enhancing its employees’
Business process management implementation, when optimally set commitment to these processes once
(BPM) and implementation
up, standardizes operations, procedures they are established and by continuously
is a major step towards
and practices. It consists of value stream evaluating and improving the performance
defining a company and its
mapping and uses Lean Sigma tools to of its business processes. It is the company’s
goals, strategies, processes
reduce or eliminate defects and puts all responsibility to protect its customer’s
systems into their relevant places in the brand.
and outcomes. It is designed
organization. It begins with a strategic
to improve and realign those
management process which improves a corporate navigator
goals, strategies, processes and
the execution of a company’s strategy One way to start is for the company to set
their implementation to create throughout the organization and creates an up a model, or navigator, to steer it through
products, cost efficiencies
organization where the strategic business process. The mission,
and outcomes that result in
vision and strategic management for the
• strategic direction is clear and
customer satisfaction. The
model must start at the top of the company,
well understood
methods to get there include
but all decisions and actions are viewed
• managers focus on strategic,
with the customer in mind. The navigator
Lean Sigma, risk based tactical and operational issues
has four parts: to create, sell, implement
assessments and strategy
• the financial planning process
and execute the concept. Although this
development and deployment.
is well linked into the corporate
is done at the top corporate level, it must
strategy
involve a supporting structure based on the
• employees’ individual targets
full company, worldwide. It is comprised
are aligned with the company’s
Keywords: Business Process
of every company department including
strategic objectives.
marketing communications, intellectual
Development, Lean Manufactur-
property, product development, quality,
ing, Six Sigma, Lean Sigma
BPM enables a company to see if its goals
operations, finance, human resources,
and objectives mesh with the goals and
information management, corporate
objectives of its customers, stakeholders and
responsibility, etc. and incorporates a
the markets and industries in which they
company’s values, corporate structure and
are involved. If they don’t correspond, then
policies.
it is time for a company to reevaluate its
Project milestones for implementation
objectives and procedures and realign them.
are mapped. These consist of scoping,
A main function and target of BPM is
plan, do, check and act. Scoping means to
to understand a customer’s requirements
look at the total scope of the company, its
and expectations along with each customer’s
activities, the markets it’s involved in and its
problems and pain. This is especially true
customers. Evaluate the resources available
for electronics manufacturing service (EMS)
and the deliverables agreed upon for the
companies. If the company understands
company as a whole and for each project.
the types of solutions a customer really
The next step is the plan. Map processes and
requires and wants, the company can
identify key performance indicators (KPIs).
design and implement a course of action
Now it’s time to “do.” Users are trained
and procedures for delivery to provide
and the deployment strategy followed. Then
those results. This can be accomplished
check and assess the processes used and the
by integrating customer requirements and
results achieved. Review the project checklist
expectations into the company’s business
26 – Global SMT & Packaging – October 2009 www.globalsmt.net
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