Help me understand how to define Processes

[John Broomfield]

Re: Help me to understand how I can define Processes

I just started doing that. But can you help me how to define core processes. From what i understand are the processes which have direct relationship with the customer satisfaction.

thira,

Your core process converts the needs of customers into continued funding. It comprises what the NGO does to fulfill its mission.

Our clients say it is what they do to: get work>do work>get paid. It is the business cycle that is continually improved by their management system.

A. Start with the process that initiates your services (usually responding to a customer need).
Z. End with the process that funds your NGO.

Sure, between A and Z are the NGO's processes for satisfying the customer. Focus on the processes used to add value and prevent dissatisfaction.

Show the interactions between the NGO, your customers, suppliers and other agencies (you can do this easily with a deployment flowchart).

In your core process limit yourself to between 5 and 15 key processes to avoid "flying too low".

Flying too low is where you will be thinking in terms of tasks or activities instead of your much bigger processes (which may include these tasks or activities).

Then share the list of processes you have determined are essential to your management system so we can review them here.

Many thanks,

John

 

[thira7]

Re: Help me to understand how I can define Processes

Can you send me a link on how to design a deployment chart for the organization?

 

[John Broomfield]

Re: Help me to understand how I can define Processes

Can you send me a link on how to design a deployment chart for the organization?

thira7,

I take it that you want to practice before working with the top managers on analyzing your NGO's core process?

Apart from the example you have you may find this site useful. Let me know if you need another example.

Please do not "write a management system" alone in your office.

Understanding and capturing your organization's process-based management system is intensely social.

You need to interact with top management, process owners and the process teams to get it right for your customers.

John

PS: You are not "designing a deployment flowchart", you are using deployment flowcharts to understand and capture your organization's core process (and later its key processes so you have the necessary documented procedures).

 

[thira7]

Re: Help me to understand how I can define Processes

No i am not working alone. I do not think they trust me so much. I am just trying to learn more things so i can make my life easier!!

 

[thira7]

Re: Help me to understand how I can define Processes

Hi again, i would like to know as the organization is only responsible for designing books but outsources the printing process can i exclude some clauses of the clause 7?

 

[John Broomfield]

Re: Help me to understand how I can define Processes

Hi again, i would like to know as the organization is only responsible for designing books but outsources the printing process can i exclude some clauses of the clause 7?

thira7,

May we please see the scope statement for your management system before we answer your question?

Many thanks,

John

 

[thira7]

Re: Help me to understand how I can define Processes

xxx is an NGO who recognizes its responsibility to provide high quality services. To this end, xxx has developed and documented a quality management system. This quality system complies with the activities of xxx and the international standard ISO 9001:2008.
The purpose of this manual is to provide evidence to all partners, suppliers, donors and employees of what specific controls are implemented to ensure the quality of our services/products. This manual also governs the creation of quality related documents. It will be revised, as necessary, to reflect the quality system currently in use.

 

[John Broomfield]

Re: Help me to understand how I can define Processes

xxx is an NGO who recognizes its responsibility to provide high quality services. To this end, xxx has developed and documented a quality management system. This quality system complies with the activities of xxx and the international standard ISO 9001:2008.
The purpose of this manual is to provide evidence to all partners, suppliers, donors and employees of what specific controls are implemented to ensure the quality of our services/products. This manual also governs the creation of quality related documents. It will be revised, as necessary, to reflect the quality system currently in use.

thira7,

I see a lot of fluff in this statement.

As an NGO employee I would asking at least six questions:

1. What is "high quality"?
2. Is a quality system the same as a quality management system?
3. What is are quality related documents?
4. Surely our publications are quality related documents?
5. Our manual may state our intent but how can it be evidence?
6. Are the "specific controls" in the procedures not the manual?

Simply write the scope to define the extent of the management system. What locations are included and what services are included? You can then decide what processes are necessary/unnecessary.

The purpose of the management system should be in your mission or policy statement.

I would also remove reference to ISO 9001 and reduce use of the word "quality". The quality manual describes the NGO's management system to help employees to understand and fulfill the requirements of donors and customers. And the future tense, "will", suggests your management system is not already a reality.

John

 

[John Broomfield]

thira7,

Here is a sample scope statement from an architect's management system:

"Architecture, Urban Design, Master Planning and Interior Design conducted in and managed from ??? offices located in ????".

John

 

[thira7]

Hi again,
I have a question about the evaluation of our suppliers.
Our suppliers are translators, proofreaders, and book designers. ISO standard requires to evaluate our suppliers. I am thinking of having an excel file where we have the name of each supplier and comments about his performance(e.g. on time delivery, if purchased product meets our requirements etc).

Is that enough? Can i do something more?