BUSINESS PROCESS MANAGEMENT CASES Digital Innovation and Business
BUSINESS PROCESS MANAGEMENT CASES Digital Innovation and Business Transformation in Practice EDITORS: Jan vom Brocke Jan Mendling
LEADING 20, 000+ EMPLOYEES WITH A PROCESS-ORIENTED MANAGEMENT SYSTEM – INSIGHTS INTO PROCESS MANAGEMENT AT LUFTHANSA TECHNIK GROUP Mirko Kloppenburg Janina Kettenbohrer Daniel Beimborn Michael Bögle
INTRODUCTION
SITUATION FACED
ACTION TAKEN
Fig. 1. Processes and requirements are connected by tasks in IQ MOVE. Requirement Management laws, standards & external regulations Requirement Database Contracts, specifications Corporate policies & principles 1. Document requirements Process Management 2. Interpret requirements Process and Document Database 3. Assign tasks 4. Integrate tasks
Fig. 2. Four levels of detail are used to describe processes in IQ MOVE low Process Map Level of Detail Process Display high Info Box of Activityrelated Document
Fig. 5. Differentiation between management system and operational documentation Requirement documentation Operational structure generalized standard processes Technical documentation job cards, manufacturer manuals, engineering orders, service bulletins… specific information Organizational structure
Fig. 7. Roles of the Framework for Assignment of Responsibilities (FAR+) (Kettenbohrer et al. , 2013, 2014) § Accountable for process definition, improvement and coordination § Responsible for process definition and improvement Disciplinary Responsibility Senior Management § Nominates Process Owner of end-to-end processes Process Responsibility Process Domain Owner Process Architect Process Manager § Responsible for inter-org unit coordination of assigned process instance § Represents assigned process instance Line Manager § Accountable for org-unit specific process accomplishment § Budget fulfillment § Role assignment to employees § Target agreement Line Manager Direct Management § Accountable for process domain strategy § Personnel development incl. training § Administrative management of employee (contract)
RESULTS ACHIEVED
LESSONS LEARNED
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