SKILLS FOR IMPROVING

WORK PROCESS
PROF SHARMILA FERNANDES
 A Process Improvement Manager is responsible for maintaining efficiency in the workers and overall quality
in the workplace.

 It’s a key role whose sole focus is to oversee existing business practices and improve it to boost productivity,
improve customer satisfaction, reduce operation costs, and maximize company resources.

 When process improvement skills are effectively utilized within an organization, it results in better
product/service quality, customer satisfaction and loyalty, enhanced productivity, and ultimately a faster as
well as higher return on investment
 PROCESSES AND CAPABILITIES

 A process is the way of doing a particular job. A capability is what an organisation is competent of learning and
achieving.

 A process is tried and tested with some experimentation. Several different ways of performing a particular job are
worked out and the best possible way is found out. This superlative possible way is reworked with different types
of environments and in different contexts so that the best way that works well in all conditions can be found out.

 Once it has been determined that the decided way is still superlative to all the other ways of performing the
particular job, then this way will be considered as the process by which that particular job needs to be done. Thus,
all such processes are determined and documented. Therefore processes are repeated.
 A capability is a skill that is learned and achieved by an organisation. When capabilities are repeatedly
performed the organisation gets expertise in the said job and the manner in which to perform it.

 The processes are also improved upon. There may be such great improvement in processes that the organisation
may be performing the said job much faster and more efficiently than other organisations of the same capacity in
the industry.

 In such cases, the original processes themselves become capabilities. These capabilities can further on become
the core competencies of the organisation.
 KYC (KNOW YOUR CUSTOMER)

• the customer in terms of their financial transaction, the risks the Company is undertaking by involving with the
safeguarding the customer from any kinds of fraud.

• A business organisation has various types of Each customer carries different amounts of risks in their transactions.
Customers bear risks as per their own personal financial bearings and levels. The KYC exercise helps to mitigate the
possible risks that the business is undertaking customers.

• The KYC exercise need not be a one time process. The financial status of customers does not remain the same at all
times. It may change;

• it may improve or become worse than before. Since the accounts of an organisation are finalised during each financial
year, the reconciliation about the financial status of the potential contributors of income, i.e., the customers, must also
be conducted. Therefore the KYC exercise need not be a one-time task, but it should be a continuous process. It should
be done mandatorily year after year.
 During the KYC exercise, the different assets owned by the customer, are assessed. This ensures that the business
organisation is aware of the financial capability of the customer. In case of any financial dealings there will naturally be
some amount of give and take in terms of finance. When the value of the assets is known, the business organisation
can take care that the value of the financial transactions that the organisation has with the customer can be restricted to
a level that does not cross the owner's capacity of repayment of is owing to the business organisation.
 Thus, the KYC exercise any credit that ensures the financial security of the business organisation.
 The true identity of the customers can be established.
 Thereby, frauds can be prevented beforehand. False identities, false accounts and account statements can be avoided.
Falsities claimed by customers can be troublesome for the organisation
 DEFINE THE PROCESS OF WORK

 A process s is a sequence of steps taken during the performance of a job. Every job can be divided into smaller tasks. Each of
these tasks need to be performed in a sequential manner.
 When all of these tasks are accomplished, then the entire job can be said to have been achieved.
 A process is therefore a series of tasks aligned one after another in a sequence that ends in the accomplishment of a job. There is
certain method involved in a process.
 All the tasks assigned within the process must be completed in a p manner. Particularly a business organisation, there will be either
a manufacturing process involved or a service process. This in itself describes a process. To explain this concept with an example,
let us take the manufacturing of bubble gum. Bubble gum is melted rubber, added with sugar syrup, flavours and colors.
 Therefore, the manufacturing process goes in a series of smaller tasks like:
 Melting the rubber to a particular temperature, Adding the sugar syrup,
 Adding the flavors,
 Adding the colors,
 Cooling it down to a desired temperature
 Packing them in suitable wrappers.
 The entire series of steps described above must be done sequentially.
 Unless the rubber has been melted to a particular temperature, the rubber will not imbibe the sugar syrup, colours
or flavours.
 The sugar syrup, colour and flavours also have to be added in a sequence, one after another. These are all smaller
tasks that add up to the bigger task which ultimately gives the product or the results. Therefore, all these series of
tasks become part of the bigger manufacturing process.
 ELIMINATE THE WASTE FROM THE
WORK PROCESS
Waste means anything that is not required for the current or product at hand.
 Waste is something that is:.
 Any work process that has been done in excess
 Products that are manufactured over and above the current requirements
 Any product that has been manufactured defective and. needs to get discarded.
 Any additional work that needs to be done due to wrong planning
 Any adjustments that must be done to correct some faulty work Any additional labour employed due to faulty
planning
 Any additional labour employed due to faulty planning.
 Any labour sitting idle due to stoppage of work
 Any machinery that has been kept idle when it should have been working
 Any facility that is idle due to stoppage of work or due to faulty planning
 A product that has been manufactured, but does not suit the intended requirement
 Any excess of work process, material, labour or facility that has been utilised without the actual work
requirement
 REDUCE VARIANCE
 Any inconsistency or deviation from the planned and intended work procedure is called a variance. A variance
means not conforming to the original set standards.
 Every product is manufactured in a planned manner.
 There is a concept in manufacturing called interchangeable parts. These interchangeable parts are components that
are identical to each other. They are made as per the specifications as regards the composition of the material, the size of
the different parts, etc.
 The basic idea of manufacturing these interchangeable parts is to enable these parts to fit into any intended other
component.
 The parts that are intended to fit into each other will not even be manufactured by the same manufacturer.
 Variance in these interchangeable parts will mean that the basic intention of creating them will be defeated. For example,
every compact disc is manufactured to be able to fit into the base format of every computer system or music player. If
there is a variance detected in the final compact disc, the disc will not fit into the base
 Another example is USB port
 Difficulties faced by variances

 Variances in labor mean that the cost of production will be higher than anticipated. This will mean a decrease in the
profits when the goods have to be sold at the prearranged price. This is because the margin between the sales price
and the cost of goods becomes lesser than before. decrease in the
 • Variances in the overheads also means that the cost of goods produced is higher than anticipated. Once a the margin
between the sales price and the cost of good sold becomes lower and thereby the profits are also lowered
 • Variances in the material may mean that the goods may not be of the quality required. It can also mean that the
specifications of the required product a not adhered to. It can mean that the goods have to be considered as defective
and will be wasted. Once again, wasted goods means that the expenses of production rises up.
 Variances in the finished product entirely means that the product is not according to the
required specifications and is considered to be defective and waste.
 IMPROVE PROCESS

 Process improvement is an ongoing exercise. Whenever a process requires improvement, the organisation has to

take a look into all the minor components that go into the process. A process may contain some subprocesses as

well. All these processes must be re-examined to ensure that they do not require any improvements. Sometimes,

processes may need to be re sequenced for improvement in terms of lesser time and effort.
 Business Process Reengineering is an activity that supports process improvement.

 Many times, a process is improved in order to optimize it. In order to improve an existing process, the first mandatory
step is to study it in detail. When the said process is being studied, it must be ensured that all the smaller details, the
subsystems that lead to the achievement of the larger system must be studied in its entirety.

 Every system or process is divided into smaller processes that are lined up in a sequence so that the larger system or
process has been achieved. When a system has to be improved, then an analysis of the various structures that make up
the system, the sequence of the smaller in-built structures must be made. The smaller structures may be restructured as
per the current needs of the larger system or as per the industry needs. Further the resequencing of the structures or the
subprocesses may be made necessary.
 Once all the restructuring and the resequencing has been done, the process must perform better than before and can be
said to have been optimized. It can be then be said that there has been processing improvement.
Process improvement is done in the following steps:
 Document the entire process and the sub processes
 Sequence the sub processes as originally done
 Analyse all the sub processes
 Re sequence all the processes to meet the optimality needs
 Finalize the process outcomes.
 Run the new process
 .
 MAPPING VALUE SYSTEM

 A value stream is a set of different actions that can add value to the product or service that is availed by the

customer from business organisation. When operational value streams are mentioned, they mean that they consist of

all the necessary actions that are involved in the delivery of a product or service to the ultimate customer. The value

stream begins with the conceiving of an idea, the manufacturing of the idea generated into a physical product or service,

and later on, the delivery of the product or service to the ultimate consumer. The entire gamut of activities that take

place from the idea concept to the manufacturing and the delivery of the goods or services make up the value stream.

Value streams ensure that a continuous supply of physical products and services reach the ultimate customers.
 Mapping of the value stream is a lean management technique. Mapping means that the entire value stream is dissected part

by part such that there is no opportunity left for wastage or idle time or any such detail that can lead to the stoppage or

leakage of useful material or time involved.

 A value stream ensures the acquisition of required materials, components, men and machines required to manufacture the

product or service in order to supply the finished product or service to the ultimate consumers. In this process, the mapping

of the value stream ensures that no wastage happens by means of work stoppage, over production and such. Therefore, the

mapping of the value stream can be considered as a lean management technique.

 Any process that creates value to the customers of a business organisation is called a work process.

 It is important that there is a continuous flow of work from inception to the final delivery of a product to the consumer.

 All the activities involved in these series of steps is called the work process.

 A work process is a series of steps required to complete a task.

 A work process also involves a series of steps in a sequence of work flows

 1. The entire process must be identified: Each and every part of the process must be identified so that every necessary

unit can be mapped.

 2. The organization must define the scope of the work process: The entire scope of all the parts of the work process

must be identified and defined. The scope will essentially mean what the work involves and what it does not involve.

 3. The subprocesses must be recognized: Each and every small subprocess that can lead to the main process must be

recognized and documented.

Relationship maps are in actuality Entity Relationship Maps that depict the relationship between different entities in

an organisation. They are called Entity Relationship Diagrams (ERD) when they are used in computer based

information systems.

For example, the chart of the organisation structure gives a clear picture of the formal relationships that exist and

need to be followed in the course of operations in the employing organisation.

programmer needs to understand the formal relationships between different entities in an organisation, the ERD becomes

useful as a document to structure the required systems. Who should report to whom, to whom should the reports go first,

who are the people who require all the generated reports, to whom should the periodic reports go, who is entitled to

receive the exceptional report and such details can be generated by the system analyst through the ER diagram.
 Work system architecture

 Every work system requires some kind of structuring. Mapping of all the subsystems is necessary for this kind of work
system structuring. Once all the subsystems are mapped, the system architecture is set up.
Therefore, the work system architecture will consist of the following concepts:
 Analysing the existing structure
 Structuring the components that are required
 work schema that puts the work components in a sequence
 interactions that are necessary between the work schema as well as
 sequencing and mapping of the various subsystems in the entire scheme of the work system is called the work system
architecture..
 The work system architecture is a visual representation of the inanimate objects that are used to run the daily
operations within a business organization.
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