{"title":"How to develop standardized work for business processes in the transactional office environment","authors":"T. Ahmadi, N. Rahmani","doi":"10.1080/14783363.2023.2203377","DOIUrl":null,"url":null,"abstract":"Standardised Work (STW) is one of the most effective but least utilized Lean tools for business process improvement initiatives in the transactional office environment known as the ‘Lean office’. The STW not only establishes a baseline for continuous improvement initiatives but also facilitates them by giving indications of key improvement opportunities in the present best practice. The STW is a thorough document in which the process workflow is broken into a number of consecutive work elements whose processing times are labelled according to their nature and required resources. Developing the STW for business processes in the manufacturing environment is quite common; however, it is quite rare and limited in the transactional office environment. This is primarily caused by the business-office processes’ complexity or underestimating their influence on overall business success. In this study, we position and highlight the importance of the STW in the Lean office programme and propose a pragmatic and tractable framework for developing the STW for business-office processes through the use of a pilot process. The proposed STW framework was implemented successfully in the pharma industry. Finally, the paper is concluded by discussing the possible obstacles and providing future research directions.","PeriodicalId":23149,"journal":{"name":"Total Quality Management & Business Excellence","volume":null,"pages":null},"PeriodicalIF":3.6000,"publicationDate":"2023-04-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Total Quality Management & Business Excellence","FirstCategoryId":"91","ListUrlMain":"https://doi.org/10.1080/14783363.2023.2203377","RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"MANAGEMENT","Score":null,"Total":0}
引用次数: 0
Abstract
Standardised Work (STW) is one of the most effective but least utilized Lean tools for business process improvement initiatives in the transactional office environment known as the ‘Lean office’. The STW not only establishes a baseline for continuous improvement initiatives but also facilitates them by giving indications of key improvement opportunities in the present best practice. The STW is a thorough document in which the process workflow is broken into a number of consecutive work elements whose processing times are labelled according to their nature and required resources. Developing the STW for business processes in the manufacturing environment is quite common; however, it is quite rare and limited in the transactional office environment. This is primarily caused by the business-office processes’ complexity or underestimating their influence on overall business success. In this study, we position and highlight the importance of the STW in the Lean office programme and propose a pragmatic and tractable framework for developing the STW for business-office processes through the use of a pilot process. The proposed STW framework was implemented successfully in the pharma industry. Finally, the paper is concluded by discussing the possible obstacles and providing future research directions.
期刊介绍:
Total Quality Management & Business Excellence is an international journal which sets out to stimulate thought and research in all aspects of total quality management and to provide a natural forum for discussion and dissemination of research results. The journal is designed to encourage interest in all matters relating to total quality management and is intended to appeal to both the academic and professional community working in this area. Total Quality Management & Business Excellence is the culture of an organization committed to customer satisfaction through continuous improvement. This culture varies both from one country to another and between different industries, but has certain essential principles which can be implemented to secure greater market share, increased profits and reduced costs. The journal provides up-to-date research, consultancy work and case studies right across the whole field including quality culture, quality strategy, quality systems, tools and techniques of total quality management and the implementation in both the manufacturing and service sectors. No topics relating to total quality management are excluded from consideration in order to develop business excellence.