understanding your relationship with services &...
TRANSCRIPT
UNDERSTANDING YOUR RELATIONSHIP WITH QUALITY, SERVICES & PROCESS
Imaginary Friends
PRACTISE GROUP PTY LTD 1
AGENDA
Takeaways
• Understand the importance of ‘consensus based’ knowledge
• Decrypt the relationship and purpose of common (seemingly) disparate best-practise
models
• Show where to get free information to accelerate and simplify your journey
• Demonstrate how easy the language is to use and apply to your business
Topics
• Making sense of the alphabet soup
• There’s no such thing as a service industry
• Process: understanding the middle child
• Applying the language
• Audits = AWESOME!!!
PRACTISE GROUP PTY LTD 2
And Standards!
Statutes!
And
Frameworks!
OH MY!
PRACTISE GROUP PTY LTD 3
PRACTISE GROUP PTY LTD 4
PRACTISE GROUP PTY LTD 5
Best Practice Guidance
Requirements &
Applied Guidance
IT Governance
Enterprise Governance
Business Drivers (Context)
Balanced
ScorecardCOSO
COBIT
ISO 9001
QMS
ISO 27001
ISMS
ISO 20000-1
SMS
QA ProceduresSecurity
PrinciplesITIL
Business
Motivation Model
Performance:
Business Goals
Conformance:
ASIC, ACCC,
Sarbanes Oxley
PRACTISE GROUP PTY LTD 6
WHY ‘BEST PRACTICE’?
Local Knowledge
(Proprietary)
Shared Knowledge
(Best Practice)
PRACTISE GROUP PTY LTD 7
‘Consensus Based’
WHY ‘BEST PRACTICE’?
Local Knowledge
(Proprietary)
Shared Knowledge
(Best Practice)
Publicly Available
Easy to Acquire
Proven & validated across diverse environments
Well documented
Vetted; Improved Continuously
ISO, ITIL, COBIT, PRINCE2. LEAN, Six Sigma
Deeply Embedded
Difficult to adopt & Replicate
Limited experience
Single organisation or person
Poorly documented
Adapt Adopt
PRACTISE GROUP PTY LTD 8
PRACTISE GROUP PTY LTD 9
WHY ‘BEST PRACTICE?’: COMMON LANGUAGE
Incident
Fault
ProblemDefect
Issue
Error?
PRACTISE GROUP PTY LTD 10
Best Practice Guidance
Requirements &
Applied Guidance
IT Governance
Enterprise Governance
Business Drivers (Context)
Balanced
ScorecardCOSO
COBIT
ISO 9001
QMS
ISO 27001
ISMS
ISO 20000-1
SMS
QA ProceduresSecurity
PrinciplesITIL
Business
Motivation Model
Performance:
Business Goals
Conformance:
ASIC, ACCC,
Sarbanes Oxley
PRACTISE GROUP PTY LTD 11
PRACTISE GROUP PTY LTD 12
COMMON LANGUAGE: BUSINESS PLANNING
Business
Drivers
(Context)
PRACTISE GROUP PTY LTD 13
COMMON LANGUAGE: BUSINESS MOTIVATION MODEL
Best Practice Guidance
Requirements &
Applied Guidance
IT Governance
Enterprise Governance
Business Drivers (Context)
Balanced
ScorecardCOSO
COBIT
ISO 9001
QMS
ISO 27001
ISMS
ISO 20000-1
SMS
QA ProceduresSecurity
PrinciplesITIL Process
Business
Motivation Model
Performance:
Business Goals
Conformance:
ASIC, ACCC,
Sarbanes Oxley
PRACTISE GROUP PTY LTD 14
PRACTISE GROUP PTY LTD 15
COMMON LANGUAGE: HTTP://PASCAL.COMPUTER.ORG
TERMINOLOGYManagement System
System?
Language
PRACTISE GROUP PTY LTD 16
Process Approach
17
SYSTEM EXAMPLE: COMPUTER SYSTEM
PRACTISE GROUP PTY LTD
ISO 9001:2015 – QUALITY MANAGEMENT SYSTEM
PRACTISE GROUP PTY LTD 18
ISO 9004 – MANAGING FOR SUSTAINED SUCCESS
PRACTISE GROUP PTY LTD 19
9001:2015 Clause 10
Improvement
9001:2015 Clause 6
Planning
9001:2015 Clauses 7 & 8
Support & Operation
9001:2015 Clause 9
Performance
Evaluation
ISO 20000 – SERVICE MANAGEMENT SYSTEM
PRACTISE GROUP PTY LTD 20
PROCESS APPROACH
PRACTISE GROUP PTY LTD 21
Functionally Driven Organisation
PRACTISE GROUP PTY LTD 22
Division
GO
AL
FEEDBACK
AC
TIV
ITIE
SR
ES
UL
T“Vertical Specialists”
Functionally Driven
PRACTISE GROUP PTY LTD 23
Customer
R&D
GO
AL
FE
ED
BA
CK
AC
TIV
ITIE
SR
ES
UL
T
SALES
GO
AL
FEEDBACK
AC
TIV
ITIE
SR
ES
UL
T
CONSULTING
GO
AL
FEEDBACK
AC
TIV
ITIE
SR
ES
UL
T
Functionally driven
PRACTISE GROUP PTY LTD 24
Process Approach
PRACTISE GROUP PTY LTD 25
Customer
IT SalesConsultingR&D
GOAL
FEEDBACK
PROCESS ACTIVITIES RESULT
Process driven
PRACTISE GROUP PTY LTD 26
PRACTISE GROUP PTY LTD 27
PRACTISE GROUP PTY LTD 28
Service???
Customers
Organisation
Service Units
Business Units
PRACTISE GROUP PTY LTD 29
Customer(s)
Organisation
Service Units
ServicesBusiness Units
Services
SuppliersServices
“‘There is no such thing as a service industry. There are only industries whose service components
are greater or less than those of other industries.”
“Everybody is in service.”
Professor Theodore Levitt,
Harvard Business School
PRACTISE GROUP PTY LTD 30
Service
Pro
cess
PRACTISE GROUP PTY LTD 31
PRACTISE GROUP PTY LTD 32
80% of operational problems
can often be attributed to
people and process issues.
Only a portion of the
remaining 20% is actually
technology related – some
being external disasters.
Process40%
People40%
Other20%
Gartner Security Conference presentation "Operation Zero Downtime," D. Scott
Operational Problems
PRACTISE GROUP PTY LTD 33
Process
Function
•Role
•Customer
•UserProcedure
Work Instruction
Language
PRACTISE GROUP PTY LTD 34
ROLES (POSITIONS)
Process
Activity 1 Activity 2 Activity 3
Metrics
inputsDesired
Outcome
Trigger
Customer
Inputs Seat Guests Take Order Prepare Food Customer
PRACTISE GROUP PTY LTD 35
FUNCTIONS
Process
Activity 1 Activity 2 Activity 3
Metrics
inputsDesired
Outcome
Trigger
Customer
Front of HouseKitchen
Management
Seat Guests Take Order Prepare FoodInputs Customer
PRACTISE GROUP PTY LTD 36
Seat Guest
Greet Guest
Locate Seat
Seat Guest
Take Order
Review Specials
Take Order
Deliver to Kitchen
Prepare Food
You get the idea
No, seriously I think you do
Don’t make me type anything
else…
PRACTISE GROUP PTY LTD 37
ActionsTasksActivity
Seat Guest
Greet Guest1. Good <time of day>!
2. Welcome to Chez Process!
3. Do you have a reservation?
4. Proceed to Locate Seat.
Locate Seat ????
Seat Guest1. Pull out chairs2. Unfold napkins3. Place napkins on guest lap4. Fill water glasses.5. Provide waiter name
Training
PRACTISE GROUP PTY LTD 38
“Say what you do and do what you say”
1. Document what you do.
2. Perform to your documentation.
3. Record the performance as evidence.
4. Continually improve based on performance.
Quality
Assurance
Audit Compliance Simplification
PRACTISE GROUP PTY LTD 39
Documents = Intentions Records = Evidence
Audit
Documents vs Records
PRACTISE GROUP PTY LTD 40
Tools• Aligned to documentation
• Automate processes• Provide evidence
Procedures
Process
Policy
Intent
Evidence
PRACTISE GROUP PTY LTD 41
Work Instruction
PRACTISE GROUP PTY LTD 42
Level 1
(Descriptive)
• What is expected?
• Standards & Frameworks
• Policies
Level 2
(Descriptive)
• What should happen?
• Process Models & Flowcharts
• Process Descriptions
Level 3
(Prescriptive)
• How will it be done? By whom (Role)?
• Procedures
Level 4
(Prescriptive)
• How to do it? What was done?
• Work Instructions
• Tools
PRACTISE GROUP PTY LTD 43
“Business processes are the business; products and
services are only the by-product of the processes.”
– Business Process Management: The Third Wave
Process driven
PRACTISE GROUP PTY LTD 44
What is BPM?
PRACTISE GROUP PTY LTD 45
What is BPM?
WWW.PRACTISEGROUP.COM
TWITTER: @palmerph
LINKEDIN: https://au.linkedin.com/in/phillippalmer
PRACTISE GROUP PTY LTD 46