2001 Cayman Business Systems Print date: Friday, February 14, 2014 Elsmar.com -- The Cove! Slide 1 Business Systems - Processes Business Systems Interactions

2001 Cayman Business SystemsPrint date: Monday, April 10, 2023

Elsmar.com -- The Cove! Slide 1Business Systems - Processes

Business Systems

Interactions



A Quality Management System?



Trade Relationships

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Organization As An Extended System

Suppliers of materials and

equipment

ABCD

Design and redesign

Consumers

Consumer Research

Distribution

Production, assembly, inspection

Test of processes, machines, methods

Receipt and test of

materials

(Deming, 1986)



SUPPLIERS

END

USERS

Extending Outside the Organization

Sub-System Process (or Sub-Sub-System) Within a System

System Your Product(s)



Systems / Processes

Inputs OutputsOutcomes

Productor

Service

End-userSupplier

Machines Methods

MaterialPeople Environment

Measures In The Extended System

Convert to Measurables When None Exist



An Extended SystemSub-SystemProcess Within the System System

End-userSuppliers

Long-term

feedback

Long-term

feedback

Short-termFeedback

Short-termFeedback

Yes

No

YesNo

Environment Environment

Internal



MANAGEMENT RESPONSIBILITY

Quality PolicyQuality Objectives

Management Review

MEASUREMENT, ANALYSIS AND IMPROVEMENT

Internal AuditPreventive ActionCorrective Action

Customer Satisfaction

RESOURCE MANAGEMENT

PurchasingHuman

Resources

PRODUCT REALIZATION

Process PlanningProcess Documentation

Customers and

Other Interested

Parties

Customers and

Other Interested

Parties

INFRASTRUCTUREDocument ControlControl of Records

Information Systems

Satisfaction

Requirements

The ISO 9001:2000 'Process' ModelContinual Improvement

of theQuality Management System

PRODUCT(s)



Account Management

Sales / Marketing

Order Receipt

Order toMFG.

Procure Material

Build Product

Ship Product

BillCustomer

CollectMoney

Mrkting ProcessSales ProcessQuote ProcessCredit Approval

Order ReviewGen. Doc.Acknowl. OrderNotify Mfg.

Verify InputsPlan the JobRelease for Purch 7Mfg.

Review ReqmtsMake vs. BuySelect SupplierIssue RFQPlace OrdersEval. Incoming MatlsMaterial Dispo.Autorize Supp. pay

Review Doc. Pack.Kit MaterialsSet up Equip.Mfg. per Route CardPackageSend to Finish goods

Confirm Date Create Pack. Docs.Create / Dist InvoiceSched. CarrierGenerate Ship. Docs.Pass to shipperFile Paperwork

Mail Invoice Receive PaymentsResolve Disputes

ManagementProcesses

Results / ForecastsBusiness PlanMgmnt Mtgs.

DesignEngineering

QualitySystems

Internal AuditsProcedures &

Standards

SupplierApproval

DocumentControl

Control of TestEquipment

Data Security

Training

PersonnelProcesses

Customer Complaints

FacilitiesProcesses

CorrectiveAction

CustomerServices

MaterialStocking

FinancialProcesses

PreventativeMaintenance

Support Processes

Simple Top Level Operations Flowchart



Quality Through Process Improvement

Customer

Customer Feedback

Product or Service

Machines Methods

MaterialPeople Environment

Process Feedback

Feedback is a cornerstone, so to speak, of ISO 9001. The implication throughout the standard is that you will manage with data.



Business As A System (Process)

Fabrication

Component Test

Assembly Ship

Device Test

Process Validations

Sub-Processes(Sub-Systems)

Design Product

Purchase Materials

Receive Materials

Receive Order Sales / Marketing



Define Product and Base Processes

Sub-Process A

Sub-Process B

Information Services

Process 3

Sub-Process A

Sub-Process B

Process 4

Sub-Process C

High level Process Description

High level Process Description

WholesaleProcess 2

Retail ClientsProcess 1

1. Product 12. Product 2

External Customers

1. Product 1

Products

Sub-Process

Sub-ProcessThis is not meant to represent YOUR process

structure. It is only meant to serve to give you food for thought on looking at your processes.



Sales Proposal

Outside Retailer Selling

Covered Products

Contract Implement

Proposal to Retailer

For RetailerRelationship

Add NewContracts

Tele-MarketRetailer Provides Sales Information

Contact Prospective Customers

Successful Sale

Process 1

Process 2

Process 3

Individual Calls for Service

Contact Servicer &

Issue Authorization

Service Supplier Provides Service

Service Supplier Invoices

Company

Process 4

Company Pays

Invoice

Main Processes / Systems



Miscellaneous Sub-Processes

• Contract Negotiation• Compliance to State

Regulations• Maintenance of

Fulfillment Process

• Load client data electronically

• Dealer Set Up• Table maintenance• New client

installations (implementations)

Direct Marketing

Warranty AdministrationClient Services

Contracting &Compliance

• Claims• Review & Approve Payments• OTL authorizations for retail

contracts

• Customer Service• Entitle & issue all initial

authorizations• Inbound Sales Calls• Calculations for cash out

• Service Recruitment• Maintain Servicer Database• Satellite Customer Service

• Compliance & Training

• New Employee Training• Quality audits of staff• QA Card review & reporting

• PC Help Desk• Entitle & issue all initial

authorizations

• Campaign Planning• Execute Direct Mail

& Telemarketing campaigns

• Reporting for Client and management

• Develop proposals• Control collateral

materials

Sales & Marketing Support

• Load client data manually

• Process Cancellations

Data Entry



Integrated Process Overview Example



Process Interaction Example



Yes

No

YesNo

The Organization as a System, Subsystems, and Processes

Every company is made up of systems / processes. These interact. And they extend beyond the company ‘walls’.



System

for

Defense

y

n

Army

Marines

Air Force

Navy

Systems and Subsystems

There are high level systems and low level systems. High level systems are composed various sub-systems.



Document Types / Classification & Controls

Systems Manual and

Level IIs

DepartmentSpecificTrainingMaterials

DepartmentalMaster Systems

DepartmentalWork Instructions

Control by:Department Manager

Control by:Quality Systems

Manager

QualityRecords

TrainingRecords


Master Systems

OrientationTrainingMaterials

Control by:HR


Documents

2001 Cayman Business Systems Print date: Friday, February 14, 2014 Elsmar.com -- The Cove! Slide 1 Business Systems - Processes Business Systems Interactions