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2001 Cayman Business SystemsPrint date: Monday, April 10, 2023
Elsmar.com -- The Cove! Slide 1Business Systems - Processes
Business Systems
Interactions
2001 Cayman Business SystemsPrint date: Monday, April 10, 2023
Elsmar.com -- The Cove! Slide 2Business Systems - Processes
A Quality Management System?
2001 Cayman Business SystemsPrint date: Monday, April 10, 2023
Elsmar.com -- The Cove! Slide 3Business Systems - Processes
Trade Relationships
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2001 Cayman Business SystemsPrint date: Monday, April 10, 2023
Elsmar.com -- The Cove! Slide 4Business Systems - Processes
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)
2001 Cayman Business SystemsPrint date: Monday, April 10, 2023
Elsmar.com -- The Cove! Slide 5Business Systems - Processes
SUPPLIERS
END
USERS
Extending Outside the Organization
Sub-System Process (or Sub-Sub-System) Within a System
System Your Product(s)
2001 Cayman Business SystemsPrint date: Monday, April 10, 2023
Elsmar.com -- The Cove! Slide 6Business Systems - Processes
Systems / Processes
Inputs OutputsOutcomes
Productor
Service
End-userSupplier
Machines Methods
MaterialPeople Environment
Measures In The Extended System
Convert to Measurables When None Exist
2001 Cayman Business SystemsPrint date: Monday, April 10, 2023
Elsmar.com -- The Cove! Slide 7Business Systems - Processes
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
2001 Cayman Business SystemsPrint date: Monday, April 10, 2023
Elsmar.com -- The Cove! Slide 8Business Systems - Processes
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)
2001 Cayman Business SystemsPrint date: Monday, April 10, 2023
Elsmar.com -- The Cove! Slide 9Business Systems - Processes
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
2001 Cayman Business SystemsPrint date: Monday, April 10, 2023
Elsmar.com -- The Cove! Slide 10Business Systems - Processes
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.
2001 Cayman Business SystemsPrint date: Monday, April 10, 2023
Elsmar.com -- The Cove! Slide 11Business Systems - Processes
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
2001 Cayman Business SystemsPrint date: Monday, April 10, 2023
Elsmar.com -- The Cove! Slide 12Business Systems - Processes
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.
2001 Cayman Business SystemsPrint date: Monday, April 10, 2023
Elsmar.com -- The Cove! Slide 13Business Systems - 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
2001 Cayman Business SystemsPrint date: Monday, April 10, 2023
Elsmar.com -- The Cove! Slide 14Business Systems - Processes
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
2001 Cayman Business SystemsPrint date: Monday, April 10, 2023
Elsmar.com -- The Cove! Slide 15Business Systems - Processes
Integrated Process Overview Example
2001 Cayman Business SystemsPrint date: Monday, April 10, 2023
Elsmar.com -- The Cove! Slide 16Business Systems - Processes
Process Interaction Example
2001 Cayman Business SystemsPrint date: Monday, April 10, 2023
Elsmar.com -- The Cove! Slide 17Business Systems - Processes
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’.
2001 Cayman Business SystemsPrint date: Monday, April 10, 2023
Elsmar.com -- The Cove! Slide 18Business Systems - Processes
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.
2001 Cayman Business SystemsPrint date: Monday, April 10, 2023
Elsmar.com -- The Cove! Slide 19Business Systems - Processes
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
Control by:Department Manager
Master Systems
OrientationTrainingMaterials
Control by:HR
Control by:Department Manager