Slide conferenza GPR15997

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Slide della conferenza "Snellire i processi orientando gli uomini al cliente" del 9 giugno 2011 presso NH Hotel Vicenza. Relatori: Livio Ferroli, Filippo Freschi, Ettore Gaspari

Transcript of Slide conferenza GPR15997

CASE HISTORY

IL SISTEMA FERROLI & ASSOCIATI IL SISTEMA FERROLI & ASSOCIATI PER MAPPARE I PROCESSI, PER MAPPARE I PROCESSI,

SNELLIRLI E VELOCIZZARLI, E SNELLIRLI E VELOCIZZARLI, E CONTROLLARNE I RISULTATICONTROLLARNE I RISULTATI

Relatore: Livio FerroliCPV – Vicenza 09/06/2011

1

Sviluppo per processi

2

INPUTINPUTINPUT

FUNZIONE AZIENDALI

FUNZIONI AZIENDALI

MISURE

PROCESSO PROCESSOPROCESSO PROCESSO

METODI

MEZZIPERSONE

OUTPUT

CLIENTE

CLIENTE

OUTPUTINPUTOUTPUT

INPUTOUTPUTINPUT

8 Principi GEST.QUALITA’

3

La struttura del nuovo standard

4

I LIVELLI DI QUALITA’

Soddisfare i requisiti distandard e le specifiche significa fornire prodotti in linea con quanto richiesto da qualcuno e da qualcosa. Possiamo parlare di standard solo se una certa caratteristica é misurabile, comunicabile, comunicataoppure implicita.

Soddisfare l'uso significa chiedersi costantemente tre cose.1) come è utilizzato dagli altri il nostro prodotto/servizio ?2) che ostacoli trovano gli altri ad utilizzare il nostro prodotto/servizio ?3) quali soluzioni/azioni adottare perché questo uso risulti piùsodisfacente?

Essendo un’esigenza del mercato, l’economicitàdiventa automaticamente anche un requisito di qualità. Conformità al costo significa “alta qualitàa bassi costi”.

Conformità ai bisogni latenti significa soddisfare i bisogni dei consumatori prima che i consumatori/clienti siano consapevoli di tali bisogni. Individuare i bisogni latenti dei clienti e trasformarli in prodotti o servizi concreti, significa acquisire un vantaggio decisivo sulla concorrenza.

5

Creare coerenza tra ciò che il cliente si attende di avere e quello che noi forniamo

Logica win - win

6

Logica win - win

T

Q

VANTAGGISoddisfazione cliente

Costi del fornitore

L’area evidenzia la situazione in cui sia il fornitore che il cliente hanno entrambi dei vantaggi.

Progettazione e realizzazione di un servizio

∗ Acquirente∗ Consumatore-utente∗ Cliente interno∗ Fornitore∗ Utilizzatori

7

Tipologie di clienti

1. Identificazione del problema prioritario2. Misurazione e/o analisi3. Identificazione cause -> metodo utilizzato

DIAGRAMMA HISHIKAWA (lisca di pesce)4. Identificazioni soluzioni5. Attuazione6. Verifica7. Celebrazione e standardizzazione

8

Problem solving

PLAN

DO

CHECK

ACT

9

OBIETTIVI DA PERSEGUIRE per il miglioramento continuo step by step:

1.Soddisfazione del cliente2.Riduzione degli sprechi3.Semplificazione dei processi

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Esempi Analisi delle tipologie di clienti dello studio

Analisi delle problematiche attivitàlavorativa

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Analisi delle linee di servizio

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Diagramma causa-effettoPLAN

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Piano di miglioramentoPLAN

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Miglioramento: Assessment

Creazione delle schermate di inserimento e raccolta dati in fase di Assessment

DO

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Miglioramento: Assessment - flussi

Creazione delle schermate di inserimento e raccolta dati in fase di Assessment

DO

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Miglioramento: Archiviazionefiles server

STEP 1: Analisi dei file archiviatiSTEP 2: individuazione di macrocategorie di datiSTEP 3: individuazione della nuova strutturaSTEP 4: spostamento dei files nella nuova strutturaSTEP 5: Darsi delle regole per il futuro

STEP 1: Analisi dei file archiviatiSTEP 2: individuazione di macrocategorie di datiSTEP 3: individuazione della nuova strutturaSTEP 4: spostamento dei files nella nuova strutturaSTEP 5: Darsi delle regole per il futuro

DO

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Miglioramento: Struttura finale del server

DO

STIMA DEL MIGLIORAMENTO

∗ Prova di utilizzo del modulo informatico “assessment” nelle nuove aziende

∗ Riduzione dei tempi stimata per le commesse “ISO 9001”: 30%

∗ Riduzione stimata di tempo perso per la ricerca di documenti nel server: 95%

CHECK

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Miglioramento: IstruzioneProblem Solving

ACT

NUOVE PRASSI ASSESSMENT

ACT

Ricezione richiesta

Visita sito web azienda cliente

Telefonata di contatto

TelefonataOK?

Invio mail richiesta dati preliminari

Fissato appuntamentoVisita in azienda per completamento assessment

Rapporto da consegnare al

cliente

Rapporto da consegnare al

cliente

ASSESSMENT

DOPO L’ACT…Le Leggi di Murphy:∗ Se tutto sembra andar bene, avete

sicuramente sopravvalutato qualcosa

∗ Ogni soluzione porta nuovi problemi

22

Aggiornamento diagramma causa-effetto

23

Aggiornamento diagramma causa-effetto

24

Nuovo piano di miglioramento aggiornato al 13-05-2011

Misurazione e Monitoraggio

∗ Unificazione dei Titoli di commessa∗ Identificazione di fasi e sottofasi uniche secondo

Piano Qualità Commessa∗ Rapportazione giornaliera delle attività svolte dal

personale puntuale per singola fase∗ Divieto della registrazione delle attività “fuori fase”∗ Estrapolazione dei dati di interesse

26

Misurazione e monitoraggio

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Piano Qualità ProgettoModulo informatico Assessment

FASE DESCRIZIONE N. PERSONE COINVOLTE

ORE PREVENTIVATE

ORE FATTE

1.00 Requisiti di base 3 16 112.00 Riesame 3 2 13.00 Verifica == == ==3.01 Scrittura codice 1 120 111.53.02 Documenti 3 20 7.53.03 Prova 3 5 44.754.00 Validazione interna == == ==4.01 Alfa test 3 10 2.54.02 Aggiornamento 1 10 05.00 Validazione esterna == == ==5.01 Beta test 3 10 1.755.02 Aggiornamento 1 20 226.00 Modifiche 1 6 102

TOT. 220 304

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Piano qualità Commessa Documentazione Assessment

FASE DESCRIZIONEORE PREVISTE

ORE FATTE

1.00 Rendere Digitale il Formato "Scheda Azienda" 32.0 5

1.10 Individuare le Informazioni necessarie per lo sviluppo Processo Documentale 11

1.20 Prospettare Struttura informatica necessaria 32.00 Aiutare il Cliente a fornirci Info rilevanti per la Procedura 20.0 11

2.10 Per i Processi Speciali - per le Esclusioni - per le Subforniture 0

3.00 Prospettare Tempi e Modi svolgimento "Nuovo Assesment" 24.0 03.10 Quanta e quale interazione chiediamo al Cliente 23.20 Che OUTPUT chiediamo al Cliente 11

4.00 Aggiornamento diagramma causa-effetto 134.01 elaborazione piano scadenze 44.02 preparazione mail segnalazione ritardi 2

TOT. 76 62

29

Piano qualità Commessa Riordino Files Server

FASE DESCRIZIONEORE PREVISTE ORE FATTE

1.00 Prospettare metodo di archiviazione 24 402.00 Spostamento files 16 71

TOT. 40 91

GRAZIE PER L’ATTENZIONE

GRAZIE PER L’ATTENZIONE

STUDIO FERROLI ASSOCIATIVia Prova 88/B37047 San Bonifacio (VR)Tel 045 6183167Fax 045 6187126info@ferrolieassociati.itwww.ferrolieassociati.it

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96ITA 230/50 PRATIKO 100 N/S 21212443

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produzione entro martedì 14/12 32ITA 230/50 STILUS 80x35 T5204593

produzione entro martedì 14/12 60ITA 230/50 ADVAN. 80x35 PK 20020458400

produzione entro martedì 14/12 42ITA 230/50 ADVAN. 80x35 UNIKO204583

produzione entro martedì 14/12 70ITA 230/50 STILUS 80x35 T8 UNK204573

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��� �� �� �� � ! �� � � � �" � !In allegato ti invio il dettaglio del materiale pronto e le previsioni di produzione per le prossime settimane.Faccio presente che produzione non significa consegna.Prova gentilmente a controllare se tutto coincide.Stamattina ti ho comunicato che purtroppo non abbiamo imballi unitari del K3 sufficienti a coprire la richiesta di 36pz., (ci arriveranno il 23/12) per tale motivo, a seguito colloquio di stamattina, ti invieremo solo una trentina di pezzi, il saldo lo invieremo al rientro a gennaio.

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in ogni caso sono sempre a disposizione per eventuali variazioni/aggiustamenti.

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