بهبود قابلیت اطمینان از فرآیند انجام سفارش مشتری در یک شرکت شناسایی محصول

This paper explains how the improvement of a key business process in a manufacturing company can be interpreted in terms of reliability engineering concepts. A case study is presented to illustrate how a label manufacturer went about improving the performance of the customer order fulfilment process to satisfy demands from major customers. The activities carried out in the improvement programme can be described in terms of a simple reliability engineering framework involving the three steps of risk analysis, risk assessment and risk management being applied to the business process. The paper goes on to suggest that using a similar framework with all key business processes in an organisation could improve the overall reliability of the business.

Organisations need to ensure that they continually monitor the changing demands of customers and then attempt to meet their customer's expectations in order to defend their market position against competitors. Successful organisations can quickly respond to a demand for a higher level of service from their customers by improving performance of key business processes. Management of business processes in this way has become a prerequisite for business survival in the face of globalisation of markets in which rapidly changing business environments and seemingly insatiable increases in customer expectations have become the norm. This paper describes how a manufacturer of high performance labels operating in the electronics sector went about improving the performance of the customer order fulfilment process to provide faster response to customer orders from major customers. The way in which this was done is analysed in the context of research being carried out, at the Centre for Strategic Manufacturing at Strathclyde University in Glasgow, on the application of reliability engineering concepts to business process management.

The reliability of the COF process to provide the level of service demanded by Donprint's major customers has been increased by using an improvement approach that can be described in the context of simple reliability engineering concepts. The improvements made to a complete ‘operate’ business process have been found to be beneficial to the business and will contribute to the ongoing reliability of the business. A simple framework involving the three steps of risk analysis, risk assessment and risk management for improving key business processes in a business can be used to interpret the improvement activity. This framework together with guidelines for improvement using reliability engineering tools and techniques could be the basis of an approach that could be developed to apply in any business to improve the overall reliability of that business.