文档介绍：Processes to Achieve Operational Excellence
Process Thinking 过程思维
Please briefly tell the team: 请向大家简要介绍如下内容:
your name and role in Nokia 您的名字及在诺基亚的工作
your experience of process working, if any 如果有, 请介绍您的过程工作的经验
your expectations for the workshop 您对于培训的期望
Introductions 介绍
Introduce mon ‘process’ language
介绍共同的“过程”语言
Explain why thinking about processes is important
阐明为什么思考过程非常重要
Give a method to develop and improve your processes
提供发展和改进过程的一个方法
Start you on the path of improvement
开始你自己提高的征途
Objectives of the training培训的目的
Why do we need Processes 我们为什么需要过程?
to enable Consistency and Repeatability of practices
促使工作的统一性和可重复性
to avoid Reinventing the wheel
避免“重新发明车轮”,资源浪费
to ensure End-to-End Responsibility
确保端到端的责任性
to increase Customer focus across functions
提高所有部门以客户为核心的运作
When can we use Processes? 我们什么时候使用过程?
To focus resources on value adding activities
将资源集中使用在增值活动中
To analyze problems
分析问题
To improve our performance
提高我们的效益
To drive changes
驱使改变
To learn from best practices
从最佳的经验中学习
For induction
介绍课程中
...
Exercise 练习
What do you understand with the word "PROCESS" ? 对于“过程”一词您是如何理解的?
What is a Process? 过程的定义
A planned and repetitive series of activities which together produce an output of value to the customer of the process
一个有计划的和重复的系列活动,两者结合为客户创造出价值
Who is the Customer of the process? 谁是过程的客户?
The person(s) who use the output of your process
那些使用你过程产出的人
These people could work either for Nokia or outside pany
这些人可以是诺基亚内部的工作人员或来自公司外部
There are two categories of customers outside Nokia:两种诺基亚外部的客户
Trade customers = network providers, distributors, retailers etc.
商业客户=网络运营商,分销商,零售商等
End users = individual who purchase mobile phones
最终用户=购买移动电话的个人
Customers are only interested in the results, not in the ess of each task
客户只对结果感兴趣,而不是每一项工作的成功
Process thinking means understanding the customer’s requirements, transforming those requirements into process goals and then meeting the customer requirements.
过程思维指理解客户的要求,将这些要求转换成过程的目标,然后去满足客