In dit artikel wordt de impact van procesmanagement als een multidimensionaal construct op operationele efficiëntie prestaties, de klantprestaties en de financiële prestaties onderzocht. De resultaten tonen aan dat procesmanagement uit verschillende elementen bestaat waaronder procesoriëntatie, proces mapping en processtandaardisatie en verbetering. Procesoriëntatie en proces mapping zijn voorwaarden voor het processtandaardisatie. Pocesstandaardisatie heeft direct invloed op operationele efficiëntie prestaties en de klantprestaties, maar niet direct invloed op de financiële prestaties.
Dit onderzoek toont aan dat organisaties tijd moet nemen om de procesoriëntatie in de organisatie te vergroten, en voor het in kaart brengen en beschrijven bestaande processen als basis voor procesverbetering. Het punt is om de basis op orde te krijgen, wat belangrijk is voor (het vergroten van de) operationele en klantgerichte prestatie.
This study examines the impact of process management as a multi-dimensional construct (including process orientation, process mapping and process standardization) on operational efficiency performance, customer effectiveness performance and financial performance. The perceived importance of both standardization and delivering customer-specific products in the market are used as possible contingency variables to explain the contextual impact of process management on efficiency and effectiveness. Structural equation modeling is used to analyze survey data collected from 199 participants of various courses and masterclasses at a business school in the period 2012/2013. The results show that process management consists of different elements including process orientation, process mapping and process standardization and improvement. Process orientation and process mapping are prerequisites for process standardization. The latter directly impacts operational efficiency performance and customer effectiveness performance. It also shows that process management does not impact financial performance directly, but indirectly via operational performance and customer performance. This study also shows that organizations must take time i) to enhance the process orientation of their employees, and ii) to map and describe existing processes as a basis for process improvement: the point is to get the basics in order independent of the type of competitive environment.
Operational Excellence. Het boek Operational Excellence is nu ook in het Engels beschikbaar.
For all types of organizations, numerous and often conflicting market demands – the frequent delivery of innovative products and services of the highest quality at the lowest price, and with a high level of delivery reliability – pose significant management dilemmas. Organizations are expected to give simultaneous attention to the efficient production and delivery of products and services but also to effective renewal. Apparently, organizations have manage to organize efficiency and effectiveness simultaneously. How do they do that? They do it using Operational Excellence!
Operational Excellence is probably more important than ever. This is true for both industrial organizations and service organizations in the profit and non-profit sector. In many organizations, Operational Excellence is even included in the strategy. But what is it exactly?
This book clearly sets out what Operational Excellence means these days, both for industrial organizations and service organization. The book provides essential tools for implementing OpX successfully in all types of organization. It not only examines the theory and the technology behind OpX, or the differences and similarities between OpX, Lean Management and Six Sigma, it also provides a practical approach to implementing OpX. This contemporary Operational Excellence approach focuses on reducing complexity, variability management and a commitment to short lead times. It is about efficiency and effectiveness. Doing the right things right! That is why the development and realization of a culture of continuous improvement geared for perfection, is just as important as the optimization of processes. [Bestel hier / Order here]