Business Systems

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Business Systems

• Interactions

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A Quality Management System?
3
Trade Relationships
4
Organization As An Extended System
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Extending Outside the Organization
System
Your Product(s)
Process (or Sub-Sub-System) Within a System
Sub-System
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Measures In The Extended System
Systems / Processes
Outputs
Inputs
Outcomes
Product
End-user
Supplier
or
Service
Convert to Measurables When None Exist
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An Extended System
Sub-System
Process Within the System
System
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The ISO 90012000 'Process' Model

• Continual Improvement
• of the
• Quality Management System

MANAGEMENT RESPONSIBILITY Quality Policy Quality
Objectives Management Review
Customers and Other Interested Parties
Customers and Other Interested Parties
MEASUREMENT, ANALYSIS AND IMPROVEMENT Internal
Audit Preventive Action Corrective
Action Customer Satisfaction
INFRASTRUCTURE Document Control Control of
Records Information Systems
RESOURCE MANAGEMENT Purchasing Human Resources
Satisfaction
PRODUCT REALIZATION Process Planning Process
Documentation
Requirements
PRODUCT(s)
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Simple Top Level Operations Flowchart
Account Management
Sales / Marketing
Order Receipt
Order to MFG.
Procure Material
Build Product
Ship Product
Bill Customer
Collect Money
Mrkting Process Sales Process Quote
Process Credit Approval
Order Review Gen. Doc. Acknowl. Order Notify Mfg.
Verify Inputs Plan the Job Release for Purch
7 Mfg.
Review Reqmts Make vs. Buy Select Supplier Issue
RFQ Place Orders Eval. Incoming Matls Material
Dispo. Autorize Supp. pay
Review Doc. Pack. Kit Materials Set up
Equip. Mfg. per Route Card Package Send to Finish
goods
Confirm Date Create Pack. Docs. Create / Dist
Invoice Sched. Carrier Generate Ship. Docs. Pass
to shipper File Paperwork
Mail Invoice
Receive Payments Resolve Disputes
Support Processes
Management Processes Results / Forecasts Business
Plan Mgmnt Mtgs.
Quality Systems Internal Audits Procedures
Standards
Document Control
Training
Facilities Processes
Material Stocking
Control of Test Equipment
Personnel Processes
Corrective Action
Financial Processes
Design Engineering
Supplier Approval
Data Security
Customer Complaints
Customer Services
Preventative Maintenance
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Quality Through Process Improvement
Feedback is a cornerstone, so to speak, of ISO
9001. The implication throughout the standard is
that you will manage with data.
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Business As A System (Process)
Design Product
Receive Order
Sales / Marketing
Sub-Processes(Sub-Systems)
Purchase Materials
Fabrication
Assembly
Receive Materials
Ship
Component Test
Device Test
Process Validations
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Define Product and Base Processes
External Customers
Process 3
Wholesale Process 2
Retail Clients Process 1
Sub-Process
Sub-Process A
High level Process Description
High level Process Description
Sub-Process B
1. Product 1 2. Product 2
1. Product 1
Information Services
Products
Process 4
This 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.
Sub-Process
Sub-Process A
Sub-Process B
Sub-Process C
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Main Processes / Systems
Process 3
Process 1
Implement
Add New Contracts
Contract
Sales
Proposal
Outside Retailer Selling Covered Products
Proposal to Retailer
For Retailer Relationship
Process 2
Tele-Market Retailer Provides Sales Information
Contact Prospective Customers
Successful Sale
Process 4
Contact Servicer Issue Authorization
Service Supplier Provides Service
Service Supplier Invoices Company
Individual Calls for Service
Company Pays Invoice
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Miscellaneous Sub-Processes
Contracting Compliance
Direct Marketing
Warranty Administration
Client Services

• Contract Negotiation
• Compliance to State Regulations
• Maintenance of Fulfillment Process

• Load client data electronically
• Dealer Set Up
• Table maintenance
• New client installations (implementations)

• 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

• Campaign Planning
• Execute Direct Mail Telemarketing campaigns
• Reporting for Client and management

Sales Marketing Support
Data Entry

• Load client data manually
• Process Cancellations

• Develop proposals
• Control collateral materials

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Integrated Process Overview Example
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Process Interaction Example
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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.
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Systems and Subsystems
There are high level systems and low level
systems. High level systems are composed various
sub-systems.
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Document Types / Classification Controls
Master Systems
Department Specific Training Materials
Systems Manual and Level IIs
Control by Department Manager
Control by Quality Systems Manager
Departmental Master Systems
Quality Records
Training Records
Control by Department Manager
Control by Department Manager
Orientation Training Materials
Departmental Work Instructions
Control by HR