如何在事务性办公环境中为业务流程开发标准化工作

IF 3.6 4区 管理学 Q2 MANAGEMENT Total Quality Management & Business Excellence Pub Date : 2023-04-23 DOI:10.1080/14783363.2023.2203377
T. Ahmadi, N. Rahmani
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引用次数: 0

摘要

标准化工作(STW)是一种最有效但利用率最低的精益工具,用于在被称为“精益办公”的事务性办公环境中进行业务流程改进。污水处理厂不但为持续改善措施订定基准,而且在目前的最佳做法中指出主要的改善机会,以促进这些措施的实施。STW是一份详尽的文件,其中流程工作流程被分解为若干连续的工作要素,其处理时间根据其性质和所需资源被标记。为制造环境中的业务流程开发STW是很常见的;然而,它在事务性办公环境中是相当罕见和有限的。这主要是由于业务办公室流程的复杂性或低估了它们对整体业务成功的影响。在这项研究中,我们定位并强调了“精益办公室”计划中污水处理厂的重要性,并提出了一个务实和易于操作的框架,通过使用试点流程为商业办公室流程开发污水处理厂。提出的STW框架已在制药行业成功实施。最后,对可能存在的障碍进行了讨论,并提出了未来的研究方向。
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How to develop standardized work for business processes in the transactional office environment
Standardised Work (STW) is one of the most effective but least utilized Lean tools for business process improvement initiatives in the transactional office environment known as the ‘Lean office’. The STW not only establishes a baseline for continuous improvement initiatives but also facilitates them by giving indications of key improvement opportunities in the present best practice. The STW is a thorough document in which the process workflow is broken into a number of consecutive work elements whose processing times are labelled according to their nature and required resources. Developing the STW for business processes in the manufacturing environment is quite common; however, it is quite rare and limited in the transactional office environment. This is primarily caused by the business-office processes’ complexity or underestimating their influence on overall business success. In this study, we position and highlight the importance of the STW in the Lean office programme and propose a pragmatic and tractable framework for developing the STW for business-office processes through the use of a pilot process. The proposed STW framework was implemented successfully in the pharma industry. Finally, the paper is concluded by discussing the possible obstacles and providing future research directions.
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来源期刊
CiteScore
8.90
自引率
12.80%
发文量
52
期刊介绍: Total Quality Management & Business Excellence is an international journal which sets out to stimulate thought and research in all aspects of total quality management and to provide a natural forum for discussion and dissemination of research results. The journal is designed to encourage interest in all matters relating to total quality management and is intended to appeal to both the academic and professional community working in this area. Total Quality Management & Business Excellence is the culture of an organization committed to customer satisfaction through continuous improvement. This culture varies both from one country to another and between different industries, but has certain essential principles which can be implemented to secure greater market share, increased profits and reduced costs. The journal provides up-to-date research, consultancy work and case studies right across the whole field including quality culture, quality strategy, quality systems, tools and techniques of total quality management and the implementation in both the manufacturing and service sectors. No topics relating to total quality management are excluded from consideration in order to develop business excellence.
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