process approach to management system. improvemnet proposition. shortened
TRANSCRIPT
AS A BUSINESS DEVELOPMENT DRIVER
Process Management
Management system improvement proposition For Top Management
Elena Petrova, Anastasia KuzmenkoJune 5th, 2012
purpose
Process Management
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We would like to expose business value of applying the Process Approach to managing the company.
We invited people who take part in TEAM management, who may impact business development and are expected to make weighted decisions.
We expect your opinion on implementation of process approach as TEAM management system
Elena Petrova, Anastasia Kuzmenko June, 2012
Agenda
Process Management
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• Motivation• Theory of Process Approach to management:
Alternative approaches Process and categories of business processes Process driven goals achievement (Example)
• IT company management system project Business development strategy and business process
map (our vision) Control and management system (our proposition)
Elena Petrova, Anastasia Kuzmenko June, 2012
Motivation
Elena Petrova, Anastasia Kuzmenko June, 2012Process Management
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CMMI -> success Process (QMS) -> SW dev. project
Audit
What is a Process Approach to Management?How to identify processes correctly?Who needs data and which one?
Process (QMS) ->SW dev. Organisation
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Functional Approach basis:Departments, Functional Units
President
VP of SalesVP of
Service Delivery
VP of Engineering
VP of Infrastructu
re
VP of Human
Resources
Sales People
Service Delivery
Managers
SW Dev Project 1
QC Engineers
QC Engineers
Sys Admins
Recruiters
SW Dev Project 2
QC Engineers
QC Engineers
Client
Communication Channels
Elena Petrova, Anastasia Kuzmenko June, 2012
Goals and Expectations
Process Approach basis:Business value adding chain
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SalesService Delivery
ProjectEnginee
rsDeliver
ySuppor
t
Account Management Profit
New engagement
References/New Clients
Recruiting
IT infrastructure
Accounting
Staff Develop
ment
Elena Petrova, Anastasia Kuzmenko June, 2012
Goals and Expectations
Client
President
Communication Channels
Theory of Process Approach to Management:Alternative approaches
Process Management
7 Functional Groups (Departments)
management High specialization, but a risk of
performance imbalance among departments
management systems may vary and there is a risk of information duplication and losses
Distributed responsibilities (per function), but difficult to find accountable for the final result
Task oriented approach Personnel may not understand their
importance in the organization Good performers are required
Situational and crisis management Success depends on personality Each activity is unique and it’s
lessons are not applicable for further work
• Team work (a System)– Less imbalance in resource utilization
and effectiveness – Personnel is more reliable– Team spirit and loyalty
• Goal oriented approach – Easier to control and evaluate the status – Better results (quality, client satisfaction)– Personnel is more innovative
• Identification and standardization of areas of uncertainty and those with high defect density – Result of process is more people
independent– More attention to risks
• Transparency in staff development and compensation– Staff development needs and goals are
clear– Personnel is more motivated– Personnel is more realistically thinking
Functional Process
Elena Petrova, Anastasia Kuzmenko June, 2012
Theory of Process Approach to management:categories of business processes
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Business Processes:• Main (produces value for customer)• Management• Support
Each process should have:1. Purpose, expected result2. Client (needs results)3. Owner (responsible for meeting expectations)4. Boundaries5. Interfaces
Elena Petrova, Anastasia Kuzmenko June, 2012
Theory of Process Approach to management:Process driven goals achievement (Low-cost Airlines Example)
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Mission: Dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit.
Vision: Continue building on our unique position -- the only short haul, low-fare, highfrequency, point-to-point carrier in America.
Developed from material by the Balanced Scorecard Collaborative and Harvard Business Review (Kaplan & Norton)
Elena Petrova, Anastasia Kuzmenko June, 2012
Theory of Process Approach to management:Process driven goals achievement (Example)
Process Management
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Elena Petrova, Anastasia Kuzmenko June, 2012
IT company management system projectBusiness development strategy and business process
map
Process Management
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Earnings
Savings
Extend Business
w/Existing clients
Increase profit of engagement
New Contracts
Service Delivery
Account Management
Staff Development
HR assessment and allocation
Process Analysis and Optimization
Product Quality Assurance
Marketing and Sales
Recruiting Software Development
Work Organization/P
M
IT Infrastructure
Resources, Tools and Knowledge
Resource and expenses tracking toolsQMS
Standards (Quality and Professional)
Soft SkillsProductivity data, etc.
Elena Petrova, Anastasia Kuzmenko June, 2012
IT company Business Process Structure
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Control
Analysis
Business
Development
Recruiting
IT infrastructure
Accounting
Staff Develop
ment
Client Engageme
nt
Contract
Transition to Ops
Work Implementation
Delivery
Support
Account Management
Work Implementation
Delivery
Work Implementation
Delivery
Service Delivery
Account Management
Staff Development
HR assessment and Allocation
Process Analysis and Optimization
Product Quality Assurance
Marketing and Sales
Recruiting
Work Organization
SW dev
Elena Petrova, Anastasia Kuzmenko June, 2012
TEAM management system project Control and management system
Process Management
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Process Boundaries Interfaces KPI Owner
Service Delivery Client business needs analysis, Process tailoring Process Monitoring (for business needs and collaboration satisfaction)
Client Engagement process, Project Planning process, QMS (Administration section), Contracts.
Revenue growth $,Billable headcount growth [N], Project profit margin %
Operational Director
HR assessment and allocation
Personnel performance improvement;Personnel time and skills allocation Personnel adaptation
Professional development and career plan, HR process, Retention program
Turnover, Time in Team Personnel Director
HR administration Employment and CompensationHR Accountinglegal support
Accounting process COGS Administration Director
Process Analysis and Optimization
Operations Efficiency and Productivity analysis;Process Compliance check;Management System effectiveness evaluation;
External Analysis and Optimization methods
Dynamics of KPI improvements
Processes Optimization Director
Elena Petrova, Anastasia Kuzmenko June, 2012