Η χαρτογράφηση διεργασιών ως εργαλείο διοίκησης επιχειρήσεων και οργανισμών
Process mapping as a management tool for corporations and organizations
View/
Keywords
Διεργασίες ; Κρίσιμες διεργασίες ; Χαρτογράφηση διεργασιών ; Τεχνικές χαρτογράφησης ; Διεργασιακή προσέγγιση ; Διαχείριση επιχειρησιακών διεργασιών ; Βελτίωση διεργασιών ; Δείκτες επίδοσης ; Μοντελοποίηση επιχειρησιακών διεργασιών ; Αναδιοργάνωση επιχειρησιακών διεργασιώνAbstract
This dissertation was prepared in the framework of the postgraduate program in Business Administration for Executive MBA Executives and aims to elaborate the concepts related to the processes and the means to monitor and control them through the mapping technique. The importance and value of this particular visualization and monitoring tactic is directly related to the fact that the business strategy and business objectives are reflected through the "critical" processes, i.e. those processes that add value to the customer. Ensuring the full alignment of critical processes with a corporation’s or an organization’s strategy is crucial to maintaining the competitive advantage that these processes introduce, and is therefore essential for the growth and viability of the corporation or organization. The case study refers to a company in the health sector and focuses on the processes “Declaration of Non-Conformity for Equipment" and " Declaration of Non-Conformity for Reagents”. These processes are considered critical for companies in this field area, as their management is a strategic goal to ensure timely, immediate and proper scientific support to customers. The specific processes are depicted with SIPOC and Swimlanes diagrams and reveal their complexity as well as the need for proper management of resources (human and non-human) and time through qualitative and quantitative key performance indicators (KPIs). The necessity of continuous monitoring and improvement of these processes in order to maintain the competitive advantage of immediate scientific support, essentially leads to continuous improvement of the quality of services related to these processes.