质量管理 Quality Management_ Defining and Documenting a Process.pptVIP

Chapter 4 Defining and Documenting a Process Chapter 4Defining and Documenting a Process You will understand how to: Define and document a process in an analytic study Discuss the concept of feedback in a process Discuss the construction and use of a flowchart for communication and process improvement Discuss the importance of operational definitions in defining and documenting a process Empowerment Revisited Empowerment provides an employee with: The opportunity to define and document processes, The opportunity to learn about processes through training and development, The opportunity to improve and innovate best practice methods that make up processes The latitude to use her own judgment to make decisions within the context of best practice methods An environment of trust in which superiors will not react negatively to the latitude taken by people making decisions within the context of best practice methods. The operational definition of empowerment has two parts: In the first part, employees are empowered to develop and document best practice methods using the SDSA Cycle. In the second part, employees are empowered to improve or innovate best practice methods using the PDSA cycle. Analytic Studies Revisited Analytic studies are statistical investigations that lead to action on a dynamic process. They are the vehicle for using the SDSA cycle in the context of the first level of empowerment to define and document a process. Process Basics A process is the transformation of inputs into outputs. Process Basics Processes exist in all aspects of organizations, and our understanding of them is crucial. Administration, sales, service, human resources, training, maintenance, paper flows, interdepartmental communication, and vendor relations are all processes. These processes can all be studied, documented, defined, improved, and innovated. The Feedback Loop A feedback loop relates information about outputs back to the input stage and/or process stage. This