Workflow Terminology
Accept
1. An assessment of the work and a declaration of satisfaction or dissatisfaction
Agree
1. Reaching agreement about the request or offer (or failure to do so)
Baldrige Criteria for Performance Excellence
1. Provides a systems perspective for understanding performance management; 2. Reflects validated, leading-edge management practices against which an organization can measure itself; 3. Accepted nationally and internationally as the model for performance excellence.
Business processes
1. A network of promises which produces coordinated action, with a beginning and an end
Continuous Quality Improvement
1. An approach that actively involves staff at all levels of an organization in understanding problems and the processes of work that underlie them
Customer
1. The person who makes a request or receives an offer or to whom the promise is made, nothing more
Human Interaction Model
1. Illustrates the interactions between a customer and a performer; 2. aka Conversation for Action or Coordination Model
Participatory Design
1. Goes beyond technical design to address organizational issues and create shared understanding and knowledge among people who do the work
Perform
1. Performing the work requested or offered and determination that the work is complete
Performer
1. The person who makes an offer or to whom a request is made
Prepare
1. Leads to making request or offer
Process
1. End to end work - not piecemeal work, not functions or tasks, e.g. orders to cash; 2. A group of related interactions that together create customer value, with two roles a Customer and a Performer
Process Sponsors
1. Worries about overall process health; 2. Has accountability and authority for the process
Promise Statement
1. Articulates the conditions of satisfaction, which often include requirements and deliverables; 2. The request or offer; 3. Should be in alignment with organization's strategy and mission
Information processes
1. Data and information transmitted, stored, retrieved, compared, calculated and assembled
Material processes
1. Materials transported, stored, measured, transformed and assembled
Non-Value Added
1. Work necessary to hold the value added work together, e.g. inspections, accounting, human resources
IQ Mining
1. Interaction Quality examination of value, cost, time and risk involved with work
Opportunity Statements
1. A statement that illustrates the difference between expected and actual performance when the cause of that difference is unknown
Process Improvement Charter
1. Placeholder for process improvement plans
SIPOC
1. High level process map of Suppliers, Inputs, Process, Outputs, Customers
Systems Thinking
1. Seeing the relations among things as well as root ; 2. A discipline for seeing the 'structures' that underlie complex situations and discerning high from low impact change.
Value Added
1. Work necessary to satisfy and serve customers, e.g. delivering products or services
Voice of the Customer
1. Data collected to learn what the ideal customer experience is, what their expectations are and what services they are looking for
Waste
1. Pointless work, e.g. errors, rework, scrap
Workflow
1. Embodies the operational systems that consist of processes, business rules, technology and measurements.
Workflow Mapping
1. Interactions visually represented by a loop and connected by links drawn between the interaction loops
Workforce
1. Characterizes those individual systems that define the various stakeholders, accountabilities, behaviors and capabilities
Workplace
1. Represents the relational systems existing in an organization such as culture, strategy, loyalty and reputation
