Eight Approaches In Process Management
M.Bashiri* , V.Mahmoodi**
* researcher of productivity office of ministry of commerce of Iran – Ph.D student of industrial eng. In TMU
** researcher of productivity office of ministry of commerce of Iran – associate proffesor in Tehran university
Abstract
Performance of an organization is related to processes of
that organization and controling of processes will lead to
better control of organization .this paper represents a
quantitative tool to control & manage processes with
respect to these items: reciprocity of processes, alignment
of processes, confirmation of processes with customer
needs , confirmation of processes with organization
strategic plan, process productivity , control of process
failures, process audits, process reengineering . In an
other word , there is a proper tool to measure some some
quantities about above mentioned items for all processes
(which there is in process map) and to do decision making
with comparing the results for improving processes and
finally improveing the organization .this paper’s method
is based on Matrix property and operation . in the first
section of paper , process & it’s effect to organization has
been described , in next sections each approach for
process has been defined and computation method (which
is based on quality management tools such as FMEA1,
QFD2, BPR3,…) for each approach has been represented.
At last, using of computed quantities for improving the
process(and organization) has been mentioned.
Keywords : Process Management , Customer, FMEA ,
QFD , BPR
INTRODUCTION
If there is a good management on one process (such as
i p 4) it’s effectiveness will be better, because in the
organization for each processes, expected outputs will be
reached. therefore, at the first step, it is necessary to
identify all processes of the organization & then each
process must be discussed by following approaches.
It is worth to mention that we must to measure a quantity
index for each approach.
1 -Failure Modes and Effect Analysis
2 -Quality Function Deployment
3 -Business Process Reengineering
4 -each processes can defined on the organization process
map
1-RECIPROCITY OF PROCESSES
Processes have some reciprocity with each other, so
process management will be appropriate & acceptable if
we can find relationship & reciprocity of processes and
also determine the process with high reciprocity . for this
purpose, we need to list all processes & constitute a
) * ( n n p matrix. (n is number of processes).
Each entry of that matrix is amount of reciprocity
between two processes.In another hand, each process has
a different priority for us & such priorities are depend on
their effect in organization key success factors.
If we name priority matrix as ) * ( 1 n W then more effective
process can be recognized by P*W matrix . in another
word, the entry with maximum value will be the more
effective process.
By this approach, we can find the process with high
priority & high reciprocity and also we can consider
relations between processes.
For example, in tire production processes, compound
keeping has low priority with comparing of other
processes such as calendering, extruding, but because of
it’s weariness in keeping condition, we must pay attention
to such process.
P*W matrix in this example will help us to control our
processes (with respect to their relationship).another
subject in this step is amount of processes control and for
this purpose, we prepare control matrix ( ( ) n n C ´ ), by
selecting, number (1-10) for each entry. (10 shows lack of
any control and 1 shows completely control).
Finally by computing W C P ´ ´ matrix (n*1) we can
find that how much is the control of processes
reciprocity? If we compute this matrix in several periods
of time & compare the results, we will find the
improvable processes.













n w
w
1
11
...













nn n
n
c c
c c
...
... ... ...
...
1
1 11













nn n
n
p p
p p
...
... ... ...
...
1
1 11
.....