Business Process Management and Quality

This assignment delves into the crucial aspects of business process management (BPM). It examines key business processes, emphasizing the importance of quality management within these processes. The significance of implementing quality gateways and the application of the Six Sigma methodology are also explored. The text provides insights into various models and frameworks used in BPM, along with practical illustrations to enhance understanding.

Managing Business
Activities to achieve
results
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Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Interrelationship between organizational process and different functions to create structure
......................................................................................................................................................3
1.2 Methodology used for mapping process of organization's goals and objectives...................4
1.3 Evaluation of process outputs and guilty gateways...............................................................5
TASK 2............................................................................................................................................7
2.1 Design plans which promote goals and objectives for own area of responsibility................7
2.2 Objectives which are specific ,measurable ,achievable ,realistic and time based to align
people and other resources in an effective and efficiency way...................................................8
2.3 Implement appropriate system to achieve objectives in the most efficient way ,on time ,on
budget ,and meeting organization standard of quality.................................................................9
2.4 Carry out work activities meeting the operational plan through effective monitoring and
controlling....................................................................................................................................9
TASK 3..........................................................................................................................................10
3.1 System for managing and monitoring quality standards in organization............................10
3.2 Quality culture for ensuring monitoring, evaluation and development of process..............11
3.3 Improvement which align with goals and objectives of organization.................................11
3.4 Report on implications of proposed changes in the organization.......................................12
TASK 4 ........................................................................................................................................13
4.1 Assessment of risk which is required by legislation, regulation and organizational
requirements...............................................................................................................................13
4.2 Health and safety legislation and regulation which is applicable in specific work situations
....................................................................................................................................................14
4.3 Systematic review of organizational health and safety procedures and policies to make sure
that they are effective ...............................................................................................................15
4.4 Practical application of policies of health and safety at the workplace...............................15
CONCLUSION..............................................................................................................................16
REFERENCES..............................................................................................................................17
2

INTRODUCTION
Management of business activities is very necessary in an organization as it helps in the
growth and success of business. There are number of activities in an organization which needs to
be managed properly for the effective and efficient management so as to satisfy customers needs
and requirement. This is the essential part of any organization (Hughes, 2012). This report is
based on the ABC company which is a recruitment company and is facing some issues, which is
creating difficulties in managing operations of the company. Management of all business
activities is related to creating planning procedure and decision making to improve organization's
effectiveness. Through this assignment, different organizational structures and methods are to be
described for ABC company's effectiveness. Moreover, various tools and techniques for quality
improvement and gaining positive outcomes is to presented. However, a proper planning
procedure and management of all business activities regarding quality standard is to expressed.
Along this, monitoring and controlling on activities for operational plan can be understood.
Therefore, several ideas and smart plans to improve organization's performance is to explained.
Apart from this, different policies including legislation for health and safety can be introduced
(Christopher, 2016). Thus, students are able to gain deep knowledge regarding business
management and improving efficiency of firm effectively through this report.
TASK 1
1.1 Interrelationship between organizational process and different functions to create structure
There are several departments obtained in ABC company including financial, production
and operation, risk management that creates organizational structure. However, various functions
work for organization's effectiveness as well improving its efficiencies. In accordance to this,
great relationship is created between organizational process and functions (Trompenaars and
Hampden-Turner, 2011). Moreover, composition of entire functions leads to enhance efficiency
and preparing plans for better quality of organization's performance. It is considered that
coordination of all departments is valuable for establishing good relationship between all
functions that proceed to make structure to present business performance.
For understanding relationship among all organizational functions, various departments'
functions are interlinked with each other. In accordance to this, finance department's manager
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analyzes current economic position that is related to production and distribution system of goods.
Similarly, on the basis of production and supplement services, funding for technological
improvements as well purchasing raw materials are obtained effectively. Therefore, business
performance can be expressed by understanding different organizational structure as follows:-
Functional structure:- It structural framework that presents ABC limited business
performance related to departments' functions. In this process, functions as economic position,
quality services of goods and services, environmental performance etc. Therefore, contribution
of all departments' performance is able to create functional structure. On behalf of analyzing
functional structure, different ideas are generated for improving efficiencies and effectiveness
systematically (Zairi, 2012).
Divisional structure:- Under this structural framework, segmentation of all organization's
functions is created as per which, an idea is created to be focused on a specific department's
effectiveness. In this process, all departments' performance in divisions are determined for
creating organizational structure that leads to increase quality services of goods and services as
well preparing strategies for better performance in efficient manner.
Matrix structure:- It is quite flexible that functional structure in which all business
activities are recognized and further planning is prepared related to management of all functions.
In addition to this, matrix structure is related to creating framework for entire departments' role
model that is effective for enhancing productivity and profitability. However, business plans are
created for effective management of all activities and improving effectiveness through preparing
strategies and scheduling efficiently.
1.2 Methodology used for mapping process of organization's goals and objectives
Mapping of process is very necessary as it will help in understanding the whole process
of work in ABC company, which is working as a recruitment company. According to Donate and
Guadamillas (2011) it can be defined as a technique where the process of business and the
overall workflow of an organization is converted into a specific visual diagram. The success of a
company depends on the business' ability of working effectively and for communicating the
basic functions and key business activities and also maintaining the various processes (Heagney,
2016). The mapping of the process helps the organization in providing the basis which is based
on which the company will be able to form a chart of statistical control for the process related to
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different departments. The various modern tools of business like stimulation and analysis of
process helps the company in measuring objectives and goals which it has made to achieve.
(Source : Core Business Processes, 2017)
The diagram shows the ABC company's core process and the several activities of the
process. From the above process the department of Market Sensing can be taken as the most
significant process in ABC company, so as to achieve goals of the company. The main focus of
the market sensing department is to identify needs and wants of customers that will be helpful in
giving the services accordingly. The next most important department which helps in achieving
goals and objectives of the company is customer acquisition department as it helps the company
in getting more and more customers.
1.3 Evaluation of process outputs and guilty gateways
There are several steps of process outputs and guilty gateways which ABC needs to take
into consideration for the effective management.
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Illustration 1: Core Business Processes, 2017

 Requirements elicitation : This is the first step in which, ABC company collects the
service requirement from its customers and from the other concerned persons. This
information is collected before implementing strategies required for various services
(Christopher, 2016). Requirement Analysis : There can be several types of requirements which is needed by
the customers and clients. Although it is not possible to fulfill each and every
requirement of the customer by the company. Therefore , ABC company establish
various requirement sets by deleting the impractical requirement from the list in this step
of quality gateway. In this stage, identification of potential ambiguities, overlapping and
omission of requirements is being done by ABC company and the formulation of
structure is being done accordingly . Representation : In this stage, company identifies the various requirements in formal
manner so that the service delivery department can follow requirements accordingly for
designing the services. This formal representation will be helpful for a company in
keeping proof of the requirements, so as to make modifications later on (Keller,
Parameswaran and Jacob, 2011).
 Specification and validation : This is the final stage of quality gateway which focus on
determining the validation of the various requirements which is being proposed in the
starting steps. In quality gateway it is the important process because various technologies
and prototypes are used in this stage for the evaluation of requirement's quality standard.
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(Source : Steps of quality gateway process, 2017)
TASK 2
2.1 Design plans which promote goals and objectives for own area of responsibility
For promoting the goals and objectives , operational manager of ABC company should
design the plan that will helpful in achieving the goals and objectives of the ABC company . For
designing the plan of own area of responsibility ,operational manger should follow the following
stages which are as follows -
1. Firstly Operational manger should align the objectives of own areas with the
objective of organization . The main objective of operation manager 's own area is
to ensure that all clients of this organization is achieving the products or services
according to the requirements or needs (Heagney, 2016). It is the responsibility
of operation manager that it should ensure that clients are receiving the services as
they want .
2. Operational manager should be able to implement the plans or strategy that are
made by management or others . To implement the plan is very important for an
operation manager for promoting the goals and objectives .
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Illustration 2: Steps of quality gateway
process, 2017

Tools and Techniques that is used by ABC company for promoting the goals and objectives
which are as follows -
1. Value chain analysis
2. Brain storming
3. Questionnaire
4. Interview
5. Quality control
6. critical path analysis and PERT [Program Evaluation And Review Techniques]
These tools and techniques are helpful for operation manager in planning for promoting
the goals and objectives . It clears the objectives to the stakeholders that are involved and helpful
in understanding the functions of the organization (Donate and Guadamillas, 2011).
2.2 Objectives which are specific ,measurable ,achievable ,realistic and time based to align
people and other resources in an effective and efficiency way
SMART objectives means that objective which is
specific ,measurable ,achievable ,realistic and time based .It is helpful in aligning the people or
other resources that is helpful in achieving the organization goals in an effective and efficient
manner (Heagney, 2016). It aligns the working of the employees that is helpful in achieving the
goals. Objectives means what company want to achieve in future and it should be measurable.
The objective of ABC company is SMART objective that is to increasing the sales and profit
and brand awareness with 90 % customer awareness by the first year operation . Objective of
ABC company is SMART that is helpful in aligning the people or other resources that helps in
achieving the goals in efficient and effective manner .
Objective of the company should be specific that is different from others and should be
measurable that stakeholders can measure in terms of amount ,should be achievable means that
to achieve the objective is possible ,should be realistic means that it should be real ,there should
no imaginary objective .and it should be time based means there should be fixed the time for
achieving the objectives (Becker, Kugeler and Rosemann, 2013).
Objective of ABC company is to improve management system and improve efficiency
and effectiveness of the company and hire the people that will help in process of the organization
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2.3 Implement appropriate system to achieve objectives in the most efficient way ,on time ,on
budget ,and meeting organization standard of quality
For achieving the objectives in efficient way ,on time and on budget ,ABC company have
to implement a good system in the organization.
1. ABC company implement Value Added Chain system that is used to create the value for
the organization 's customers .It helps the company in purchasing the good quality of raw
material in best offer and provide best services to its customers. ABC company provides
best services to it's customers. Value added chain has two activities -primary or
secondary .In primary activities Human Resource Management ,administration etc. are
includes and in secondary activities, Inbound logistics ,outbound logistics etc. are
included (Heagney, 2016). These activities are used for meeting the goal of the
organization that is to provide best services to its customer.
2. Next system is quality circle that is used by ABC company . In this, there are small group
of employees who are willingly ready for contribution in achieving the goals of the
organization. It is useful in maintaining the proper communication with in an
organization. It increases the motivation of the employees because in this employees are
involved in decision making.
3. Next is Total Quality Management that is used by ABC company which is used for
managing the stakeholder 's participation in meeting the organization 's goals and
objectives in effective manner that is beneficial for the organization as well as for the
societies. It teaches the employees that how to meet the expectation of the customers.
2.4 Carry out work activities meeting the operational plan through effective monitoring and
controlling
ABC company follows the different different types of work activities for meeting the
operational plan which are as follows -
1. Critical path – It is used in the field of Project management that describes the
tools and techniques for managing and controlling the project. It is the longest
sequence of network activities in a project that means project should be completed
on the given time (Becker, Kugeler and Rosemann, 2013). An activity on the
critical path can not be started until and unless its predecessor activity is
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complete. In this each activity is represented by Early start ,early finish ,latest
start and latest finish.
For example – Assume there are 4 path which are as follows -
A B C D = 19 days
A C E F =21 days
A B E F= 15 days
A B C F = 22 days
So here is critical path will 22 days [A B C F].
2. Gantt chart – In Gantt chart ,ABC company shows the project schedule through graphical
representation . It is like a bar chart that shows the start and finish dates of the several activities
of the project that includes resources allocation ,milestones etc. It is helpful in
managing ,controlling and scheduling the different different activities and resources of the
project (Donate and Guadamillas, 2011).
TASK 3
3.1 System for managing and monitoring quality standards in organization
There are many resources and systems that are used for ensuring quality of products and
services. For ABC there is a constant performance of these quality standards and regular checks
regarding delivery of good quality of services. They have assigned a staff and managerial
procedures are also taken for monitoring high quality standards in company. They follow the
following procedure as when they decide to offer a service, service evaluation test is there at first
and also testing and monitoring of quality of the service so as to know that it is acceptable by
customers (Keller, Parameswaran and Jacob, 2011). This procedure is called quality assurance.
For the next step following tests are carried down during making of new products and services
that are in progress. Test of their own service and brand against competitors. Company is also
there in the evaluation test of product, which is useful to monitor safety and quality standards.
Various tools are there to check the product quality. These are:
 Just in time, in this services and products are made when there is actual need, and after
production they are delivered which saves time and money (Meredith and Mantel , 2011).
 Stock control, which is very important for company to satisfy needs of customers.
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 Quality control, which is the vital need for a company. A computer system is formed for
testing the quality at different stages of development.
By having proper quality audit system, ABC company can monitor and manage standards
of quality. Audit committee will also be helpful in monitoring and managing quality.
3.2 Quality culture for ensuring monitoring, evaluation and development of process
Quality in the ABC company is the continuous process. In total quality management it is
the responsibility of employees to work together so as to meet expectation and quality of
stakeholders. It will be difficult to achieve TQM if company's culture such as differences,
communication, culture, language and many more do not reflect culture of company and there
will be problem for company (Trompenaars and Hampden-Turner, 2011). ABC company will
take different ways to make sure that quality is evaluated, monitored and developed. Monitoring : Proper training will be given to staff, training to IT system on use of
SAP/ERP software, information regarding every activity will be given, monitoring of
communication, professionals will be involved, bias will be removed, there will be
proper check on employees performance, behavior and management. Evaluation : Recruitment center will be responsible for prevention of fresher staff, best
candidate will be chosen, this will reduce company's cost and this will save and invest
expansion which will generate profit. Inspection will help in reducing company's
unnecessary cost (Porter and Tanner, 2012). Correction will introduce technology of
data analyzing to ABC company which will ensure that right papers are sent to clients
as invoice.
 Development : Too many managers are escaped by cardinal principles of total quality
management. Improvements of systems and process cannot be done continuously until
there is interdependent, interpersonal and progressive relationships.
3.3 Improvement which align with goals and objectives of organization
The theory of six sigma is the method which is used by many organizations for
improving quality's input process. This will help in achieving goals and objectives and also for
performance management in improvement process (Christopher, 2016). By this there will be
'Null' defect in business process of ABC. If this quality tool is adopted by company then it will
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help in aligning with objectives and aims of company. This will help in removing problems so
that company will be effective, productive and efficient in meeting clients requirements.
(Source : Six Sigma, 2017)
Firstly in defining process, project management process will be mapped and clients need
will be analyzed. In measuring collection, review and organization of data will be there (Harris
and McCaffer, 2013). Then in analyze step description of problems, cause of failure,
organization of cause will be done. In improvement possible solutions, designing and
implementation of plans will be there, and in last step that is in control, personnel will be train
and developed and track of performance will be there and then the results will be communicated
and recommendation for future plans will be given.
3.4 Report on implications of proposed changes in the organization
The quality improvement tool which is six sigma will help the ABC company in reducing
the recruitment of unskillful and inexperienced employees and will improve the revenue and
profit of company and will also help in increasing efficiency, effectiveness and productiveness so
as to meet with operational requirements and relationship with customers (Zang, 2011). The six
sigma in ABC company will give several advantages like:
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Illustration 3: Six Sigma, 2017

 Proper time management and there will be low cycle time.
 Help in reducing wastes.
 Reduce complaints of customers (Monczka and et.al., 2015).
 Help in obtaining revenue, profit and improvements.
 Provides clear view of vision , objectives and values.
There will be some negative effects also, which will be like :
 It will be difficult to gather appropriate data and because of improper data collection
there will be difficulty in making tactical decisions.
 In the involvement of six sigma, the process will be expensive.
 It is possible that there will be occurrence of statistical errors, which will result bad for
company (Kirchmer, 2012).
 Inexperience and unskillful employees leads to difficulty such as there will be decrease in
profits and revenues and also in quality control and measurement.
 The adopted theory may not work effectively for ABC company and can take long time
to give results.
Overall Six sigma theory of ABC will help in improving process quality if problems are
analyzed on initial stage.
TASK 4
4.1 Assessment of risk which is required by legislation, regulation and organizational
requirements
It is the effort of the company and procedure and policy to identify potentials that will
affect or disturb individuals or may be harmful for individuals in the work place. Accidents,
hazards, exposure, fire and dangerous substances will be harmful at work's place (Hughes,
2012). This will include training of personnel to prevent danger like prevention from accident
and response, preparation of dangers and awareness, use of equipment for personal protection
like helmet, gloves, shoes, belts, aprons etc.
 Health and safety at work act 1974 : Assessment of risk is very important in an
organization. It will help in protecting employees of ABC company. This act will help
company to focus on protecting people that are in work area (Dumas and et.al., 2013).
Measures are there in place for management of risk like cleaning of floor with symbols
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that will show warning color of yellow and indicate hazard, safety equipment's should be
there, good quality material which will help in protecting individuals from radiation,
machines and heat.
For ensuring health and safety, ABC company should have fire alarm system, area of no
smoking, and emergency exit. This will provide several advantages like, help in reducing
accidents, will increase effectiveness and efficiency standards, improve employee and employer
relationship, claim of insurance and financial compensation will be less, it will encourage use of
resource, and will also help in increasing profits, saving, revenue and will boost the production.
4.2 Health and safety legislation and regulation which is applicable in specific work situations
According to the act of Health and safety 1974, every company, business and
organization have to take guarantee for the safety of employees , customers and stakeholders and
also the environment and community (Wheelen and Hunger, 2011). It is very important and
necessary for ABC company to ensure safety and health of employees, and to make workplace
with safe environment. This can be demonstrated in the table like :
Health and Safety Act 1974 Duty of employers Duty of employees
 Laws of Health and
Safety
 Health and Safety Act
1967
 Health and Safety Act
1968
 Act of Safety drill
 Fire prevention
 First Aid
 Facilities
 Safety standards
 The Act defines that all
organization should
have approved system
and codes of practice
and the workplace
should be covered by
safety codes (Closs,
Speier and Meacham,
2011)
 The employer should
ensure that the work
environment is hazard
free.
 All machines,
equipment should be of
standard.
 Employers must put
appropriate measures
of health and safety
and of employee
welfare.
 All activities should be
safe, the environment
must be suitable to
perform activities and
all tools must be of
good standard, and
instructions should be
read before operating
(Achtenhagen, Melin
and Naldi, 2013).
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4.3 Systematic review of organizational health and safety procedures and policies to make sure
that they are effective
For carrying out the systematic review of ABC company's health and safety procedures
and policies review, there should be a health and safety statement of ABC company. This can be
designed in the table below :
ABC Company
Health and Safety Statement
Company's Name :
Address of company :
The Safety and Health of ABC company :
According to the Health and Safety Act ,1974, healthy atmosphere at the time of working
should be maintained and provided by ABC company by ensuring proper control of the safety
and policy risk that can occur during working. And the provision of fire instructions, drilling
and training and other important information to workers.
Signature of manager :
Date :
Regulation for health and safety is important and vital for ABC company so as to be aware and
to understand if company is in compliance to safety and health practice (Armstrong and Taylor,
2014).This will be evaluated, reviewed and recommended systematically.
 If there will be fall and trip at workplace, the staff have to clean floor to meet standards
and it is recommended that ABC company should provide floor dry to keep dry floor.
 In case of explosion, fire cylinders should be at proper place to and it is recommended
that company should maintain regular service of cylinders, drilling etc.
4.4 Practical application of policies of health and safety at the workplace
There is no fix procedure and policies to carry out assessment of risk. Therefore there
should be rule of safety and health policy and procedure which should be applied like :
 Structuring of the assessment should be there to ensure that risk and hazard can be ironed
properly and addressed such as cleaning of waste and tidying up during or after work
(Zairi, 2012).
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 When risk is identified, it should be reported and action should be taken to eliminate risk.
In case of fire, elevators should not be used, assembly point should be known and head
counting should be done.
 Identification and prioritization of risk should be there in appropriate way to control it.
 Preventive and protective ways should be there in process of plan (Jeston and Nelis,
2014).
 Training programs should be established on assessment of risk and identification of one
should be done who is at risk so as to provide proper measurement.
CONCLUSION
Proper management of business activities is very important for achieving desired results
in an organization, which includes planning, organizing, decision making etc. From the above
report which is based on ABC company, it can be concluded that by practicing several methods,
problems of poor management and ineffective leadership can be solved by having proper
coordination among departments. By having a effective quality gateway, efficient output of the
process can be managed. SMART objective will help in proper management of staff. By having
proper trust, communication , motivation and quality control, objectives can be achieved by the
company. If there will be effective monitoring and control then the leadership can also be
implemented effectively. A system can be created by company to monitor quality standards. If
the policies and procedures of health and safety is properly executed then it will improve the
measurement of health and safety policies in the workplace.
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REFERENCES
Books and Journals
Jeston, J. and Nelis, J., 2014. Business process management. Routledge
Zairi, M., 2012. Measuring performance for business results. Springer Science & Business
Media.
Armstrong, M. and Taylor, S., 2014. Armstrong's handbook of human resource management
practice. Kogan Page Publishers.
Closs, D.J., Speier, C. and Meacham, N., 2011. Sustainability to support end-to-end value
chains: the role of supply chain management. Journal of the Academy of Marketing
Science. 39(1). pp.101-116.
Achtenhagen, L., Melin, L. and Naldi, L., 2013. Dynamics of business models–strategizing,
critical capabilities and activities for sustained value creation. Long range planning.
46(6). pp.427-442.
Wheelen, T.L. and Hunger, J.D., 2011. Concepts in strategic management and business policy.
Pearson Education India.
Dumas and et.al., 2013. Fundamentals of business process management (Vol. 1, p. 2).
Heidelberg: Springer.
Hughes, O.E., 2012. Public management and administration. Palgrave Macmillan.
Kirchmer, M., 2012. Business process oriented implementation of standard software: how to
achieve competitive advantage efficiently and effectively. Springer Science & Business
Media.
Monczka and et.al., 2015. Purchasing and supply chain management. Cengage Learning.
Zang, A.Y., 2011. Evidence on the trade-off between real activities manipulation and accrual-
based earnings management. The Accounting Review. 87(2). pp.675-703.
Harris, F. and McCaffer, R., 2013. Modern construction management. John Wiley & Sons.
Christopher, M., 2016. Logistics & supply chain management. Pearson UK.
Porter, L. and Tanner, S. eds., 2012. Assessing business excellence. Routledge.
Trompenaars, F. and Hampden-Turner, C., 2011. Riding the waves of culture: Understanding
diversity in global business. Nicholas Brealey Publishing.
Meredith, J.R. and Mantel Jr, S.J., 2011. Project management: a managerial approach. John
Wiley & Sons.
Keller, K.L., Parameswaran, M.G. and Jacob, I., 2011. Strategic brand management: Building,
measuring, and managing brand equity. Pearson Education India.
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Heagney, J., 2016. Fundamentals of project management. AMACOM Div American Mgmt
Assn.
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