Business process management
What a process is, its elements, its three families, process maps, process-based organisation and the improvement cycle: describing, measuring and diagnosing a process.
- 28 cards
- 5 topics
- Free
The outline, topic by topic
Each topic is weighted the way the exam weighs it.
- Concepts
- Questions
- Sort and link
- The numbers
- Scenarios
A few cards from the deck
Business process: what is it?
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A chain of activities, set off by an event, that turns inputs into an output delivered to an internal or external customer.
What defines it is the result a customer expects, not the department that runs it: one process often crosses several departments.
Which of these describes a process rather than a company function?
- From complaint received to reply to the customer
- The after-sales department, its teams and its budget
- The employees who answer the phone and email
- The ticket management tool the department uses
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From complaint received to reply to the customer
A process has a trigger and a result for a customer; a department, a team or a tool are means that take part in several processes.
A process starts on a … and ends with an … delivered to a customer.
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A process starts on a trigger and ends with an output delivered to a customer.
Trigger: an order received, an employee's request. Output: the parcel delivered, the contract signed. Without both ends, the process cannot be measured.
Process owner: what is it?
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The person accountable for a process's result from start to finish, above the departments it crosses.
Without one, each department head optimises their own part and nobody sees the total delay the customer experiences.