Who ran the course - just for my information. My point that has been aired many times on the Cove is that if you start off defining processes at the micro level you end up sub-optimizing the system as a whole. Start off at the high level and only when achieving the objective requires it cascade down to the lower levels.
I think order desk is probably sales order processing. So these core processes are all part of one process - where the customer starts off by defining their requirements all the way through the business to the product arriving at their facility.
If you "allow" Sales and Logisitics to have their own core processes you end up with the same old same old "over the wall" management where sales hit their own targets for processing orders, logistics theirs for time to despatch production orders and the customer is dissatisfied because the goods don't arrive in the time they asked for.
As above: unless the process as a whole is the one everyone in the business focuses on satisfying then you end up with silo thinking and a lack of customer focus.
I am afraid it is 18:00 and I am tired and hungry and still at work!!!! So I will take your thoughts on board and maybe come back to them.
I understand what you are saying, in that "not my area" tends to creep in, but I do believe that functions of the organisation can have valid objectives that are customer focused even if you define their functional area separately from others. It is also very hard for people, no matter how hard you try, to think of the bigger picture, but hey maybe that is part of your "whole" training regime!
Valid points well made Paul, thank you.
A valid opinion. I tend to fight shy of putting financial measures in a quality system but there are others who disagree!
Just one thing that I am hearing more and more here in the Cove and on my training, this is not a Quality Management System and is a Business Management System, and the main measure any management team will be interested in is the money!!!!! At the end of the day and all that........
P.S. Good luck for Wednesday!
Thanks, I am very nervous, but hey a 6th European Cup would be very nice indeed and would make my YEAR.