slide conferenza gpr15997

CASE HISTORY

IL SISTEMA FERROLI & ASSOCIATI IL SISTEMA FERROLI & ASSOCIATI PER MAPPARE I PROCESSI, PER MAPPARE I PROCESSI,

SNELLIRLI E VELOCIZZARLI, E SNELLIRLI E VELOCIZZARLI, E CONTROLLARNE I RISULTATICONTROLLARNE I RISULTATI

Relatore: Livio FerroliCPV – Vicenza 09/06/2011

1

Sviluppo per processi

2

INPUTINPUTINPUT

FUNZIONE AZIENDALI

FUNZIONI AZIENDALI

MISURE

PROCESSO PROCESSOPROCESSO PROCESSO

METODI

MEZZIPERSONE

OUTPUT

CLIENTE

CLIENTE

OUTPUTINPUTOUTPUT

INPUTOUTPUTINPUT

8 Principi GEST.QUALITA’

3

La struttura del nuovo standard

4

I LIVELLI DI QUALITA’

Soddisfare i requisiti distandard e le specifiche significa fornire prodotti in linea con quanto richiesto da qualcuno e da qualcosa. Possiamo parlare di standard solo se una certa caratteristica é misurabile, comunicabile, comunicataoppure implicita.

Soddisfare l'uso significa chiedersi costantemente tre cose.1) come è utilizzato dagli altri il nostro prodotto/servizio ?2) che ostacoli trovano gli altri ad utilizzare il nostro prodotto/servizio ?3) quali soluzioni/azioni adottare perché questo uso risulti piùsodisfacente?

Essendo un’esigenza del mercato, l’economicitàdiventa automaticamente anche un requisito di qualità. Conformità al costo significa “alta qualitàa bassi costi”.

Conformità ai bisogni latenti significa soddisfare i bisogni dei consumatori prima che i consumatori/clienti siano consapevoli di tali bisogni. Individuare i bisogni latenti dei clienti e trasformarli in prodotti o servizi concreti, significa acquisire un vantaggio decisivo sulla concorrenza.

5

Creare coerenza tra ciò che il cliente si attende di avere e quello che noi forniamo

Logica win - win

6

Logica win - win

T

Q

VANTAGGISoddisfazione cliente

Costi del fornitore

L’area evidenzia la situazione in cui sia il fornitore che il cliente hanno entrambi dei vantaggi.

Progettazione e realizzazione di un servizio

∗ Acquirente∗ Consumatore-utente∗ Cliente interno∗ Fornitore∗ Utilizzatori

7

Tipologie di clienti

1. Identificazione del problema prioritario2. Misurazione e/o analisi3. Identificazione cause -> metodo utilizzato

DIAGRAMMA HISHIKAWA (lisca di pesce)4. Identificazioni soluzioni5. Attuazione6. Verifica7. Celebrazione e standardizzazione

8

Problem solving

PLAN

DO

CHECK

ACT

9

OBIETTIVI DA PERSEGUIRE per il miglioramento continuo step by step:

1.Soddisfazione del cliente2.Riduzione degli sprechi3.Semplificazione dei processi

10

Esempi Analisi delle tipologie di clienti dello studio

Analisi delle problematiche attivitàlavorativa

11

Analisi delle linee di servizio

12

Diagramma causa-effettoPLAN

13

Piano di miglioramentoPLAN

14

Miglioramento: Assessment

Creazione delle schermate di inserimento e raccolta dati in fase di Assessment

DO

15

Miglioramento: Assessment - flussi

Creazione delle schermate di inserimento e raccolta dati in fase di Assessment

DO

16

Miglioramento: Archiviazionefiles server

STEP 1: Analisi dei file archiviatiSTEP 2: individuazione di macrocategorie di datiSTEP 3: individuazione della nuova strutturaSTEP 4: spostamento dei files nella nuova strutturaSTEP 5: Darsi delle regole per il futuro

STEP 1: Analisi dei file archiviatiSTEP 2: individuazione di macrocategorie di datiSTEP 3: individuazione della nuova strutturaSTEP 4: spostamento dei files nella nuova strutturaSTEP 5: Darsi delle regole per il futuro

DO

17

Miglioramento: Struttura finale del server

DO

STIMA DEL MIGLIORAMENTO

∗ Prova di utilizzo del modulo informatico “assessment” nelle nuove aziende

∗ Riduzione dei tempi stimata per le commesse “ISO 9001”: 30%

∗ Riduzione stimata di tempo perso per la ricerca di documenti nel server: 95%

CHECK

19

Miglioramento: IstruzioneProblem Solving

ACT

NUOVE PRASSI ASSESSMENT

ACT

Ricezione richiesta

Visita sito web azienda cliente

Telefonata di contatto

TelefonataOK?

Invio mail richiesta dati preliminari

Fissato appuntamentoVisita in azienda per completamento assessment

Rapporto da consegnare al

cliente

Rapporto da consegnare al

cliente

ASSESSMENT

DOPO L’ACT…Le Leggi di Murphy:∗ Se tutto sembra andar bene, avete

sicuramente sopravvalutato qualcosa

∗ Ogni soluzione porta nuovi problemi

22

Aggiornamento diagramma causa-effetto

23

Aggiornamento diagramma causa-effetto

24

Nuovo piano di miglioramento aggiornato al 13-05-2011

Misurazione e Monitoraggio

∗ Unificazione dei Titoli di commessa∗ Identificazione di fasi e sottofasi uniche secondo

Piano Qualità Commessa∗ Rapportazione giornaliera delle attività svolte dal

personale puntuale per singola fase∗ Divieto della registrazione delle attività “fuori fase”∗ Estrapolazione dei dati di interesse

26

Misurazione e monitoraggio

27

Piano Qualità ProgettoModulo informatico Assessment

FASE DESCRIZIONE N. PERSONE COINVOLTE

ORE PREVENTIVATE

ORE FATTE

1.00 Requisiti di base 3 16 112.00 Riesame 3 2 13.00 Verifica == == ==3.01 Scrittura codice 1 120 111.53.02 Documenti 3 20 7.53.03 Prova 3 5 44.754.00 Validazione interna == == ==4.01 Alfa test 3 10 2.54.02 Aggiornamento 1 10 05.00 Validazione esterna == == ==5.01 Beta test 3 10 1.755.02 Aggiornamento 1 20 226.00 Modifiche 1 6 102

TOT. 220 304

28

Piano qualità Commessa Documentazione Assessment

FASE DESCRIZIONEORE PREVISTE

ORE FATTE

1.00 Rendere Digitale il Formato "Scheda Azienda" 32.0 5

1.10 Individuare le Informazioni necessarie per lo sviluppo Processo Documentale 11

1.20 Prospettare Struttura informatica necessaria 32.00 Aiutare il Cliente a fornirci Info rilevanti per la Procedura 20.0 11

2.10 Per i Processi Speciali - per le Esclusioni - per le Subforniture 0

3.00 Prospettare Tempi e Modi svolgimento "Nuovo Assesment" 24.0 03.10 Quanta e quale interazione chiediamo al Cliente 23.20 Che OUTPUT chiediamo al Cliente 11

4.00 Aggiornamento diagramma causa-effetto 134.01 elaborazione piano scadenze 44.02 preparazione mail segnalazione ritardi 2

TOT. 76 62

29

Piano qualità Commessa Riordino Files Server

FASE DESCRIZIONEORE PREVISTE ORE FATTE

1.00 Prospettare metodo di archiviazione 24 402.00 Spostamento files 16 71

TOT. 40 91

GRAZIE PER L’ATTENZIONE

GRAZIE PER L’ATTENZIONE

STUDIO FERROLI ASSOCIATIVia Prova 88/B37047 San Bonifacio (VR)Tel 045 6183167Fax 045 [email protected]

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96ITA 230/50 PRATIKO 300 N/S 21212543

216ITA 230/50 PRATIKO 200 N/S 21212493

saldoITA ROBOFOOD3 20203823

continua la produzioneCONF. ADSORBOR 3x100g. 30p92922975

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10MOBILETTO T350 RC/RS200091

65BY PASS COMPLETO Pk1/200 65p92922831

36ITA ROBOFOOD3 20203823

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8162 SPUGNE PRATIKO 2/300 204p92922768

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in ogni caso sono sempre a disposizione per eventuali variazioni/aggiustamenti.

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