Process

Operations of Call
Center Industry
TOPICS
❖ Process
❖ Operations Management

❖ Process Performance

Measurement
❖ Process Flow

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 “
If we do not know how to
measure a process, how
can we improve it ?

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1 Process
Process
It is a series of
actions that you
take in order to
achieve a result.

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Process
A process is a series of steps that are followed to achieve an
objective. Processes can be used in many ways, such as for
manufacturing, management, and computer operation.
Other fields, such as education or healthcare, can also benefit
from the use of processes. For instance, the application process
for medical school begins with completing an application form and
finishes with obtaining a letter of acceptance from the university.
The important thing to remember is that procedures have a start
and finish, making them simpler to follow than merely attempting
to do anything on your own with no instructions at all.
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 Business
Input Output
Process

According to Cachon & Terwiesch, a process set of

activities that takes a collection of inputs, performs some
work or activities with those inputs, and then yields a set of
output

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Moreover…
◦ A business process is a standardized method a
company uses to accomplish routine activities.
Business processes are critical to keeping your
business on track and organized (Villanova
University, 2022).
◦ A business process is an activity or set of activities
that accomplish a specific organizational goal.
Business processes should have purposeful goals, be
as specific as possible and produce consistent
outcomes (Pratt, Roy & McLaughlin, ND).
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Understanding Processes
In Manufacturing
• Process manufacturing is a
production method that
creates goods by combining
supplies, ingredients or raw
material/definition/business-
process
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Understanding Processes
In Service
• A series of tasks are carried out as part
of the service delivery process for
clients. The term is often used in
manufacturing and logistics to describe
how raw materials are transformed into
finished products, but it is mostly used
in customer-facing activities, such as
providing professional services,
delivering food orders, etc.
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Common Processes in Manufacturing

Conveyor Cell Layout

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Common Processes in Service

Service processes Support processes

• McDonald’s Drive-in order processing • Recruiting
• Bubble-tea preparation • Payroll administration
• Banks’ counter operations • Procurement
• Car maintenance servicing • System maintenance
• Banks’ backroom operations
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Characteristics of Processes
Delivering of a desired outcome

Activities that are interdependent

Consumption of resources
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Characteristics of Processes
Delivering of a desired outcome
• This is the critical characteristic and the essential driver of a
process. If there was no desired outcome, there need not be
a process. In management, these are also referred to as
goals. There can be various goals. It is good to create a
hierarchy of goals – start with a very high-level goal such as
'Run Business'. This can be then further broken down into
next level of goals like Increase Revenues, Increase
Business Profitability, Establish Brand Image, etc. Each of
these can further split to nail down achievable, practical
goals.
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Characteristics of Processes
Activities that are interdependent
• Activities are the lowest level units in a process.
Again, levels can be perceived by different persons
or organizations in different ways. What is lowest
for one can be a higher level for another. What
needs to be borne in mind is that this level
depends on the ability and capacity to measure or
monitor the activity, i.e. availability of employees,
systems, etc. Hence, activities can be broken up or
defined at a level that can be conveniently
measured for duration, quality and costs. 15
Characteristics of Processes
Consumption of resources
• Resources are anything that helps carry out an
activity. These could be employees, equipment,
facilities, vendors, logistics, etc. There is no one
best way that these resources can be utilized.
What resources can or should be used will depend
on the nature of the activity and the goal of the
process. In some cases, it may make sense to use
resources external to the business (outsource) and
in others, to create a central pool of resources that
can be shared by different activities or even
processes. 16
Process Design
◦ Process design is a method a company can use
to understand its processes and how it can
improve them. This can be especially
important if a company wants to expand or
reach new customers with efficient
operations. For example, if a company plans to
develop a new product or service, you can use
process design to help guide development and
ensure you align the item with company
values at each step. You can also use this
method to revise and implement updates to
existing offerings.
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Process development for process design can
be summarized through following steps:

Process Planning and

Team Building Audit End of Life
Requirement Implementation

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Process Development for Process Design

Process Requirement
The very 1st step is to collect and gather information to give
structure with the end objective. That is to make process
requirement document highlighting various stages, risk and
stakeholders for production. This will include assessment of
available technology, raw material requirement, factory/plant layout
and demand forecast.
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Process Development for Process Design

Team Building
Once the process requirements are finalized, for
each objective, a team is finalized based on skill
level and experience. Function of the team is to
get familiarize with the whole process.
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Process Development for Process Design

Planning and
Implementation
Process planning team will develop module;
policies and procedure require for
production, which are after required approval
internal as well as external is implemented.
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Process Development for Process Design

Audit
A regular audit is carried out to ensure
that process thus implemented is in
line and delivering value to customers.
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Process Development for Process Design

End of Life
Over a course of time there may be
enhancement of the product or product may
get discontinued in these circumstances,
process thus develop is discontinued.
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2 Operations
Management
Operations
Management
Operations management (OM) is
the administration of business
practices to create the highest level
of efficiency possible within an
organization. It is concerned with
converting materials and labor into
goods and services as efficiently as
possible to maximize the profit of
an organization.
What is the purpose of operations
management (OM)?
Operations management (OM) is
concerned with controlling the
production process and business
operations in the most efficient
manner possible. OM professionals
attempt to balance operating costs
with revenue to maximize net
operating profit. 26
Goals of Operations Management
❑ Improve the efficiency of business processes
❑ Improve the productivity of business processes
❑ Improve the quality of process outputs
❑ Improve the availability of process outputs
❑ OM seeks to optimize the way in which the
intended business objectives are achieved,
creating a competitive advantage for the
business
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Scope of Operations Management
◦ Forecasting
◦ Capacity Planning
◦ Scheduling
◦ Managing Inventories
◦ Assuring Quality
◦ Motivating Employees
◦ Deciding where to Locate Facilities
◦ Supply Chain Management

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The Transformation Process

INPUT PROCESS OUTPUT

Land
Labor Transformation Goods
Capital Conversion Services
Information

Measurement &
Measurement & Feedback Measurement &
Feedback Feedback

CONTROL
Feedback – Measurements taken at various points in the transformation process
Control – The comparison of feedback against previously established standards to determine id corrective action is needed 29
Types of Operations
• Farming, Mining, Construction, Manufacturing,
Goods Producing Powe Generation

• Warehousing, Trucking, Mail Service, Moving,

Storage/Transportation Transportation

• Retailing, Wholesaling, Banking, Renting, Leasing,

Exchange Library, Loans

Entertainment • Films, Broadcasting, Concerts, Recording

• Newspapers, Radio & Television, Newscasting,

Communication Telephone, Satellites

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3 Process Performance
Measurement
 Business Process
Performance Measurement
Business process performance measurement, commonly
shortened to process performance measurement (PPM),
aims at checking the achievement of strategic and
operational goals and supporting decision-making for the
continuous optimization of business processes. It involves
the definition, gathering, visualization, and analysis of a
set of indicators that evaluate performance-relevant data
of one or several business processes.
Benefits of Performance Measures
◦ The benefits of measuring performance
are numerous and range from measuring
the effectiveness of a single project to
contributing to a culture of continuous
improvement throughout an organization.

◦ Using performance measures on a regular

basis helps to inform decisions and means
a plan can be adjusted mid-course or
priorities can be reset to take advantage
of emerging opportunities. An internal
performance measurement system will
drive results and enable an organization
to learn from its successes and failures.
What is a performance
measurement framework?
A performance measurement framework identifies the
indicators required to monitor and gauge the performance of a
program. Its purpose is to:

◦ identify measures
◦ methodology for connection and analysis
◦ roles and responsibilities
◦ reporting by using a logic model
What is a performance
measurement framework?
A performance measurement framework supports program
managers in:
• continuously monitoring and assessing the results of
programs as well as the efficiency of their management
• making informed decisions and taking appropriate, timely
action with respect to programs
• providing effective and relevant departmental reporting on
programs
• ensuring that the information gathered will effectively
support an evaluation
4 Process Flow
Process Flow
A business process flow
is a sequential
representation of a
process and its
components, including
operations, timelines,
people involved, and
resources needed.
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Purpose of Process Flow

Plan and Standardize Analyze and Increase

Document and Automate Optimize Team
Process Processes Processes Accountability

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Process Development for Process Design

Plan and document

processes
Unclear processes lead to disengaged team members, low morale,
and tasks that fall through the cracks. Instead, mapping out your
process gives your team a better understanding of how your
business processes flow. If your team members have questions
about who they should reach out to or what happens next in the
project, they can refer to a central source of truth they can rely on.
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Process Development for Process Design

Standardize and Automate

Processes
Process flowcharts are a great tool to standardize or streamline
processes. Instead of reinventing the wheel every time you start a
new project or wasting time crafting a new process flow, your team
can reference the standardized process flow and stick to it. This
prevents your team from missing tasks or taking unnecessary risks.
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Process Development for Process Design

Analyze processes for

optimization
When mapping out your process flow, you may realize that there
are redundancies or repetitive tasks that you can omit. You may
also uncover process risks that you can communicate to your
team so they’re aware of them. This will improve both the
efficiency and effectiveness of your processes.
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Process Development for Process Design

Increase Team
Accountability
When everyone on your team knows exactly what their tasks
are and when they’re due, your process can flow without
disturbances. A good process flow diagram also gives team
members a clear view of any important project dependencies,
resource constraints, or due dates they need to account for.
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Process Flow Diagrams
◦ Graphical way to describe a process
◦ Uses boxes to depict resources, arrows to depict flows
and triangles to depict inventory locations

Treated
Patients Clinic Patients

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5 Steps to Document Business Process Flow
Select your type of workflow

Determine your start and end points

Gather necessary information

Eliminate inefficiencies

Design your workflow

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5 Steps to Document Business
Process Flow
Step 1:
Select your type of diagram.
Depending on the complexity of your
process you can create a simple
process flow diagram or pick a more
complex visualization like the
swimlane diagram.
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5 Steps to Document Business
Process Flow
Step 2:
Determine your start and end points.
Indicate what actions trigger the
beginning and end of your process so
you can effectively communicate
these stages with teammates or
stakeholders.
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5 Steps to Document Business
Process Flow
Step 3:
Gather necessary information. Connect with
your team and stakeholders to gather details
and approvals needed to create your diagram.
Find out what kind of deliverables are
associated with each step so you can scope
the time your team needs to complete their
tasks. 47
5 Steps to Document Business
Process Flow
Step 4:
Eliminate inefficiencies. Analyze your
diagram to uncover any redundancies
or repetitive tasks that may slow your
team down or cause bottlenecks.

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5 Steps to Document Business
Process Flow
Step 5:
Design your diagram. Now you can design
your business process or workflow
diagram. Map them out in the type of
diagram you chose in step one and then
review it with your team and stakeholders
to ensure everything is accurate.
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References
• Brush, Cole & O’Donnell (2020). Process Manufacturing. TechTarget CIO. Retrieved from
https://www.techtarget.com/searcherp/definition/process-manufacturing
• Cambridge Dictionary (ND). Process. Cambridge Dictionary. Retrieved from https://dictionary.cambridge.org/us/dictionary/english/process
• Cachon & Terwiesch (2016). Operations Management. McGraw-Hill
• del-Río-Ortega, Adela, Resinas, Manuel & Ruiz-Cortés, Antonio (2018). Business Process Performance Measurement. Springer Link. Retrieved from
https://link.springer.com/referenceworkentry/10.1007/978-3-319-63962-8_99-1
• Hakoune, Rachel (2023). What is a process flow? A simple guide for 2023. Retrieved from https://monday.com/project-management/process-flow/
• Indeed Editorial Team (2021). Business Process Design: Definition, Key Principles and Tips. Indeed. Retrieved from https://www.indeed.com/career-
advice/career-development/process-design
• Kamplimath, Girish (2015). Process Definition and Characteristics. LinkedIn. Retrieved from https://www.linkedin.com/pulse/process-definition-
characteristics-girish-k-c
• Ministry of Agriculture, Food and Rural Affairs (ND). What is performance measurement? Ontario. Retrieved from
https://www.ontario.ca/document/performance-measurement-agriculture-agri-food-and-economic-development-organizations/what-performance-
measurement#:~:text=Performance%20measurement%20is%20the%20process,desired%20outcomes%2C%20goals%20and%20objectives.
• Patil, Ajeenkya (2019). Operation management and sustainability in service industry. Slideshare. Retrieved
fromhttps://www.slideshare.net/MansiDeokar1/operation-management-and-sustainability-in-service-industry
• Pratt, Roy and Mclaughlin (ND). Business Process. TechTarget CIO. Retrieved from https://www.techtarget.com/searchcio/definition/business-
process
• Usmani, Fahad (2022). Service Process: Definition, Characteristics & Elements. Parsadi. Retrieved from https://parsadi.com/service-process/.
• Villanova University (2022). What Is a Business Process? | Definition, Importance and Examples. Villanova University. Retrieved from
https://www.villanovau.com/resources/bpm/what-is-a-business-process/
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Thanks!
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