Process Management


Melan, Eugene H.   (1986, ASQC)   IBM Corporation, Kingston, NY

40th Annual Quality Congress, May 1986, Anaheim, CA    Vol. 40    No. 0
QICID: 3201    May 1986    pp. 329-342
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Article Abstract

The principles of process management have been used successfully in manufacturing for many years, particularly in continuous and yield-sensitive operations. The end result of applying these principles are processes that are under real-time management control, giving products that meet cost, quality and throughput requirements. Chemical, pharmaceutical and high technology processes such as semiconductors, are examples of process management. However, applying the same principles to non-product activities has not been widespread; yet the payoff in quality and productivity improvement can be substantial. This paper describes how principles of process management can be successfully applied to service and administrative operations.Within IBM, principles of process management are being applied in many administrative - service operations. Areas such as financial control, production purchasing, equipment ordering, warehousing and facilities support are applying these principles with excellent results in terms of cost savings, productivity and operational effectiveness.Process management has been found to be an effective approach to examining a business process. Its potential for yielding operational improvements with relatively little investment in resource should not be underestimated.



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