Lesson 3 - Business Process Mapping & Quality gateways

Arun Chalise
Assessment Criteria Targeted

LO 1
Evaluate the interrelationship between the different processes and
functions of the organization.
Justify the methodology to be used to map processes to the
organizations goals and objectives.
Evaluate the output of the process and the quality gateways.
Process management
Process outputs
Quality gateways
Process measures
What is a Process?
A business process
has a goal
Has specific inputs and outputs
Use resources
Has number of activities performed in a order
May affect one or more functional unit
Creates value for the customer.
A business process
is a collection of linked tasks which find their end in the delivery of a
service or product to a client.
a set of activities and tasks that, once completed, will accomplish an
organizational goal.
The process must involve clearly defined inputs and a single output.
These inputs are made up of all of the factors which contribute (either
directly or indirectly) to the added value of a service or product.
These factors can be categorized into management processes,
operational processes and supporting business processes.
 Business process
orientation

An organization oriented towards processes ,

customers and outcomes as opposed to
hierarchies.
Business Process Orientation

A process view of the business-cross functional, horizontal picture of

a business structure, focus, measurement, ownership and customers.
Structures that match these processes- Cross functional process
structures, process owners with leadership & ownership, flexible
management.
Jobs that operate these process- Empowered, multi-dimensional,
process team oriented.
Measurement system assessing the processes-Output quality, cycle
time, process cost and variability.
Customer Focused- continuous improvement-oriented values and
beliefs that are embodied in all components.
Transformation Process
Inputs Outputs
Capital Products
Raw Materials Services
People Profits & Rewards
Information Satisfaction of meeting goals.
Managerial and technical skills Knowledge & Experience
Knowledge
Systems
Process Mapping
It helps to analyse and understand the process
What controls a process
What it produces
What areas it covers
Which activities make up the process.
It shows
Sequence of activities
Flow of information
Decision points
Possible outcomes.
 Controls
Who own the process?
How it is managed/reviewed
Any polices/standard
What initiates the applicable
process

Output
Inputs Process step What gets
derived?
Where does it go?

When does it start

Content of a Process Map

Process Mapping Methodology
Flow Charting
Departmental Charting
SIPOC
Standard symbols used in classic flowcharts,
 Process Mapping

Process mapping
is a workflow
diagram to bring
forth a clearer
understanding of a
process or series of
parallel processes.

Activity
Design a process map in a
work flow diagram for the
process you have defined
in the previous Class
Activity.
Processes

Example:
Sales Order Processing
Demand forecasting
Sales Operation Planning
Sales Invoice processing
New product Development
Raw Material Purchasing

Activity Prepare a process map for the above processes showing

interrelations with the concerned functions.
How Process Outputs are Measured
Some common performance indicators:
Customer satisfaction
Cost of process outcome in per unit
Quantity of output
Reliability/consistency of quality of output
Reliability of delivery
Reliability of timescale
Success of the process
Quantity of waste/rejects
Cost of rejects
Extent of business and other risks
The Business Process Philosophy
When looking at any business process, there is a clear
philosophy behind it. Each process has to serve the
purpose of the business. It is not an end in itself but a
means of ensuring that the objectives of the business
are met. This concept of the processes serving the
ultimate goal of the business is crucial to ensure a
thorough and objective analysis of the business.

The overall objectives of the business has to be clearly

defined before any business process can be
identified, listed or analysed. Without the objectives
being clear, no business process can be effective.
Business Process Map
-Order Processing
Product Specification
A Product Specification is a document that provides critical
defining information about a product and include a list of
rules, bans and standards that apply to the item; design
specifications and product images that visually illustrate
the product and note distinguishing characteristics.
Quality Gateways
All requirements had to be reviewed and approved by the quality
gateway before they could be presented to the management. This
principle was applied to new entries as well as to existing ones. In
essence, to get into the process, a requirement had to contain the
following:

A clear name
A description of what is requested
A purpose, giving the reasons why this is requested
A fit criterion, detailing how the requirement can be tested from a
customer point of view
A source, stating where this requirement comes from
A statement, from marketing, of the importance of the requirement
A project version, also from marketing
Quality Gateways in the Requirements
Process
Quality Gateways is not quality control
The steps to achieve good quality in
requirements definition include:
Elicitation-identifying the customer and user needs
Analysis- establishing an agreed set of requirements
and discovering conflicts, omissions, ambiguity,
overlapping and unrealistic requirements.
Representation-documenting individual
requirements. Specifications.
Validation- checking requirements for omissions,
conflicts and insuring that requirements follow
quality standards.
 Figure: Quality Gateway Diagram 2.

Elicitation Analysis Validation

Business
Goal

Requirements document
(the output to the process)
Functional Requirements
Non-functional Requirements
Constraints
 Process Outcomes
Customer satisfaction
Cost of process outcome per unit measure
Quantity of output
Reliability of quality of output
Manner of delivery output
Reliability of delivery of process outcome to define programme
Delivery of process outcome within the defined timescale
Success or failure of process
Quantity of rejects, cost of rework
Quantity of waste
Extent of containment of risk
 Requirement
Must contain
Specifications Quality Gateways
-name
-description
-purpose
-criteria Gateway Process
-source Rejections
Checklist of
Returned to
quality attributes
source

It is a quality control filter for all requirements. Requirement

It has to get through the gate to become accepted specification
requirement . It is a single point that every
requirement must pass through before it can
become a part of specification document.
Steps to achieve Good Quality
Elicitation-identifying the customer and user needs
Analysis- establishing an agreed set of requirements and discovering
conflicts, omissions, ambiguity, overlapping and unrealistic
requirements.
Representation-documenting individual requirements. Specifications.
Validation- checking requirements for omissions, conflicts and
insuring that requirements follow quality standards.
 Analysis

Elicitation

Validation

Business Goals
Input to the
process
Requirement Documents
-Functional requirement define what the (Output to the process)
system will do Functional requirements
-Non functional requirements describe Non functional
system qualities like performance, security, requirements
political and legal requirement etc. Constraint
-Constraints are conditions that limit the
choices available like system constrain- eg.
window based.