Episode 539: A Step to be Considered as "Received" when the Time Comes

Passive Step of "Receiving acceptance report"

Illustration production, Website production, Interior construction... "Acceptance inspection" is accompaniment to these outsourced businesses.

Issues based on contract is, not simply 1)"to deliver" the deliverable, but through 2) the step of "Receiving an acceptance report" from the client, and finally you can 3)"Claim the commission fee".

(Although there are cases in special business relationship where "Acceptance inspection step' is omitted and "immediate billing on delivery" is allowed...)

Pathetically sincere efforts and ingenuity have been performed all over the world, such as

• attaching a sample of "Acceptance report" for clients, or
• titling the slip as "Acceptance report request (cum-Deliverly note)" instead of "Delivery note".

Not yet decided what the Step is for to do?

However, "Receiving of Acceptance report" in the reality, there are not only cases that

• A) They give "Acceptance report" on the delivery day.

There occurs various cases such as

• B) they will send "Acceptance report" to the inspection deadline limit, or
• C) the client presupposes the application of the "provision on deemed inspection passed" without submitting the acceptance report.

Moreover, there could be

• D) cases where it is judged that "the deliverable do not meet the specifications" and forced to extend the acceptance period, or
• E) cases where it is judged that "the deliverable do not meet the specifications" and forced to re-deliver.

So what kind of Business Process diagram should you draw for such cases? In particular, for cases of C) which is "doing nothing until the deadline, then ends", it is difficult how to express it.

[Acceptance inspection corresponding flow]

Episode 513: Business Process to Ensure Quality of Posted Articles

"Cannot see the Business Process in the Field"？

In autumn 2016, "Plagiaristic act" by "curated media" is reported sensationally in Japan.

Originally, "content curation" is worthwhile, so as "curation tools / platforms" which enables anyone to post their curated contents. However, a site management company (listed company) mass-produces contents curation articles through cloud-sourcing, and the fact that plagiarism has been instructed during the outsourcing of article writing is brought to the light.

Process of Curated Article Production

There indeed was a Disclaimer note, i.e.

We are completely not responsible for the accuracy, completeness, benefits, conformity to specific purposes, or anything else regarding the information in this article and the user's judgment for using this information.

However, since the particular site was curation concerning "wellness", "Moral" was questioned rather than "copyright infringement". And, as a result, the CEO apologized as "there was a problem in the process of article creation".

DeNA press releass: Statement by CEO

some parts of our manual and directions to writers could be interpreted as suggesting plagiarizing other websites. I cannot view this as being morally correct ... I promise to fundamentally change our operations of these media and create a process which I can completely place my faith in.

I do not know whether it is truth or not, but probably "he did not really see the business process". (I want to believe so.) Then, what kind of business process should he have build if the operating company needs to write articles responsible for?

[Article Creation process]

Episode 512: The Shortest Business Process in the World?

"I want to try business flow designing..."

In the world of "programming" it is said that "the only way to learn it is to write a program". In fact, everyone writes a program that displays a string "Hello World" at start learning programming. Similarly to this, "try to draw a Business Process" is very important even in the world of "modeling".

The following Business Process is started by "receive mail", and it ends with "chat post".

In the commonplace, a Business Process begins with some sort of "trigger", and several "Steps" follow after it. Whereas, there is only one processing step of "Post to chat" in this example. And, that is a "processing by computer" (automatic processing), so there is no "handling by human" at all. (What a heck!)

[Chat Post flow]

Episode 475: Business Process that Finishes "Manga" upon Creating "Scenario"

Want to use "illustrations" and "four-panel cartoon" more frequently.

If you take advantage of the illustrations and cartoons for, such as web sites, flyers, proposal documents, etc., it would be able to convey the information intuitively. Sometimes, "one panel of illustration" could convey a lot of information than "100 lines of texts". (Seeing is believing?) In fact, illustrations and cartoons have come to be widely used also in the business for reducing the "communication loss", such as in company brochures and corporate websites. (Especially, Japan where originating the cartoon culture to all over the world, abounds with talented human resources for cartoon.)

"Cartoons" and "Four panel comics" are created, in some cases being outsourced to companies or freelancers, in other cases, by cartoonists who are directly hired in the Marketing section of an enterprise. (This business operation would also be suitable for teleworking.)

If you hire a cartoonist in your company, you should standardize the Business Process.

The following Workflow is cartoon creating flow.

When you record the deliverables according to the standard process (That is, refraining the exchange of emails), you will be able to prevent delay of delivery time as an organization, also will be able to take advantage of the past data as a team. As long as you can supply "original scenario", production process itself becomes possible to mass-produce at a cost sense of the order of 1 page 10,000-20,000 JPY. (It will be affected by its quality and motivation, of course.)

* As a matter of course, it can be also diverted to a variety of creation-based flow other than cartoons.

[Cartoon Creation flow]

Easy Control on Data-viewing Authorization, by Dividing the Process!

Internal Audit Office or Outside directors conduct a survey to employees of up to four people.

If you think normally, it will be;

1. create a "Step to set the survey"in the upstream,
2. to the downstream, create four "Replying Step" by dividing the Process into four.

Of course, to be able to answer without being misled by the other people's opinion, let each person be invisible to each other by separating the answer column to fill.

For this business flow, we have been discussing this and that over the past three weeks already.

• 2015-05-18: The True Progress, No Choice but Asking to Someone who is Concerning in the Project!
• 2015-05-25: Script Steps, Carefully Plan Them! (Auto-calculation of Average)
• 2015-06-01: Steps that Skip its Processing at the Deadline

However, in these Workflow, although the contents of the answer are invisible, "who are the subject of the survey" is obvious. So, it is difficult to use in the case that each of the employees should answer independently, or the case that you want to conceal the survey itself.

* You may say I can conduct the survey in four times, but it is cumbersome...

The following is a Workflow that conceals "other respondents" by separating the Replying Step as an independent Business Process.

[Progress Report process-Parent Process]

[Progress Report process-Child Process]

Steps that Skip its Processing at the Deadline

Explanations of 'Business Process Management' are hard to understand...
They should rather say 'Platform for routine work'...

Some people in the position of general employee would say so. Aside the word choice on explanations, it is very thankful that you will be able to know what you should do by taking a glance at "My Tasks" (To do list) on the Cloud. The keywords of 'Anywhere' and 'Anytime' are also important in the aspect of remote working.

However, at that time, you will be discouraged if you find plenty of 'Tasks that has exceeded its deadline' have been left over.

The following is a routine (Business Process) that is designed to prevent the occurrence of such a situation. A Task of "Reply to Survey" will vanish at "Reply-deadline" by itself.

[Progress Report process-w/Deadline]

Script Steps, Carefully Plan Them!

Requesting an answer (0-100) about the "Project progress" to four people at the most.

For staffs of the Internal Audit department who conduct investigation all over every week, they would think 'I wish at least the calculations for "the average value of progress" to be automated'.

In the following Workflow, a mechanism (Script Step) of auto-calculation of 'the average' upon the completion of answering by the Rapporteurs (1-4 people), is devised. (Moreover, it is equipped with an automatic sending of email addressed to the concerning officers when the progression average was more than 90%.)

The "Automation of In-house situation awareness" like this would also contribute to the strengthening of the quality control system, not only to the operational efficiency. (for the Contracting business, the Construction business, etc.)

[Progress Report Process Auto-calculation]

The True Progress, No Choice but Asking to Someone who is Concerning in the Project!

The accounting of the "Percentage-of-completion method" is always haunted by shadows of "fraud".

Anyhow, the company must continue understanding the "True progress" because sales and cost will be recorded in accordance with the "progress". Of course, it is fine with the "Construction progress calculated from the incurred costs" which is figured out from the "Incurred costs" and the "Initial estimate", if it had been progressing as expected as in the Initial estimate. You cannot have all of the project go as you expected, whoever you are, a General contractor or System Integrator...

In fact, it would inevitably occur a "bogged-down project" that shows no sign of the completion of the construction work until 100% or 150% or even 200% of its progress. After the quagmire revealed, the real progress wouldn't be unchanged even how hard the Board of Directors discussed.

The following Business Process is a very simple "Progress Report process".

The most notable point is to let more than one person to report the "Construction progress in subjective". At the maximum of four people who are concerned in the project will make "Report" in this example of Business Process. However, as the flow of the business, it starts with the nomination of rapporteurs by the Accounting (or the Audit) department. Therefore, it can be said "Progress SURVEY process".

If many of the concerned people consider that 'Remaining schedule is a half, yet the progress is about 10%', you will make modifications on the accounting at an early stage. That's what it's all about.

[Progress Report process]

Outsourcer - Outsourcee, Cooperate Workflow Platform

There are plenty of internet service that referred to as 'Fashion Mail order site'. Not only those websites that sell 'apparel goods' such as 'Casual wear', 'wear to work' and 'underwear', some will provide total outfits coordinating from shoes, accessories to sundries. Or, some websites are specialized in such as "Maternity Goods" or "Disney characters". And yet, they sell cheaper than real stores. (Price competition, cheers! <- consumer perspective)

However, on the other hand, their 'Delivery times' could be the weakness.

There would be cases that 'own packing system' in 'own warehouse' is required for maintaining their attentive services. Their merchandise which they are particular about, like imported goods, would be in small lots inevitably. But for Japanese people who got used to Amazon jp or Askul (an office goods supplier specialized on one day delivery), they cannot wait for 3, 4 days. (Nerve-racking consumers! <- online store perspective)

The following Workflow is a Business Process example of so called 'Mail order fulfillment service'.

When a BPO outsourcee proposes logistic outsourcing (Back office outsourcing), the "Merchandise to be outsourced" (some or all) which are based on the consumer perspective as above, will be presented. As a matter of course, operating of Workflow system should be proposed together to appeal the capability of understanding all the progress of outsourced work anytime. It makes easier to explain about optional services like 'X-ray inspection'.

[Outsourcers Shipment Request]

[Outsourcees Pick Pack Ship]

Visualization of Progress inside BPO! (An example of fulfillment BPO)

What is BPO? (Business Process Outsourcing)

Speaking of BPO in Japan, many people would imagine 'Customer-facing' and 'Orders management'. Words of

• 'Customer-facing'->"Call center"
• 'Orders management'=>"Fulfillment"

might be familiar for a business person who works in the BPO industry. Alone, each of these segments are growing up market size in about 3-5 billion US dollar.

However, I think these numbers a still small in comparison with the Economy-size of Japan. Plainly speaking, I think the numbers representing the reality that 'Japanese companies are reluctant to outsource'. In other words, outsourcer is always anxious against outsourcee, worrying about

• Are they sure to treat gift-wrapping options?
• How far did they process the order of 100, now?, etc..

The following is a Workflow of 'Pick, Pack and Ship' which would be outsourced from a mail-order company to logistic company. The mail-order company will put the shipping address data and Goods information data into the flow. In accordance with these shipping instructions, Pic, Pack and Ship will be performed in the logistic company. By the way, the operations of 'Order reception from consumer' and 'Billing to customer' are not outsourced in this example.

[Pick, Pack and Ship flow]

Although it's obvious if you look at the process diagram, the jobs that have been entrusted to the logistics company are "(4) Packing" and "(5) X-ray inspection". That is a split that, when packing apparel products, shoes and bags, etc., packing-boxes will be the subjects for X-ray examination after packing, and then put a sticker of "X-ray inspected' on them.

The job for the personnel in charge in the logistic company only checks the Packing task (Inspection task) one by one, and clicking on the 'Finish' button at its completion. The authorized workers in mail-order company and logistic company will be able to understand

• who when performed "(4) Packing"
• who when performed "(5) X-ray inspection", in real time.

In addition, there are some more ideas besides this such as "Automatic sending of payment completion mail", "Automatic generation of invoice", "Automatic sending of shipping completion mail", etc.. I guess there are possibilities of improvement from on-site point of view, such as who to be sent or the order of sending... Moreover, there may be more different room for improvement such as Intentional retention on the timer when 'the Specified delivery date' was optioned at the order reception or, automate until printing out of the invoices. In any case, we should actively discuss about "the optimal Business Processes" to every outsourcing contract, even after running it.


P.s.: Well, thinking in the standpoint of a logistic company which is an outsourcee, I want to put the requests from more than one mail-order companies into this workflow, naturally. However, there are likely to come out "Problem" on the data viewing authority... <a href="#">To be continued</a>

[Pick, Pack and Ship flow:'1. Enter Shipping instruction' screen]

[Data Items List]

[Free Download]

• Business Template: Pick, Pack and Ship flow

<Similar Models>

• Business Processes which should be Considered before Building a BPO System (2015-02-16)
• Example; BPO Service Company Proposes Flow Improvement (2011-07-25)
• Workflow for Workflow Designing Business (2011-11-28)

<<Related Articles>>

• M224 AUTO EVENT: Auto Sending of Email with Business data Inserted
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• M223 AUTO EVENT: Sleeping in the Middle

[Japanese Entry (和文記事)]

Let's Standardize 'Proposal Creation Process'!

'Standardization' of sales activity is hard. It is really harder when it involves consulting.

In fact, experienced salespeople won't change 'their own way'. If they do, it would be only when they think over the things based on their own experience. After all;

• A. No interest in learning the "way of the others".
• B. No interest in teaching the "way of their own" to the others.

However, for the aspect of organization, you cannot depend on veteran's own way. Their know-how should be passed over to younger people to increase organizational strength. Namely, veterans are required to spread their own way.

The following Business Process Definition is a 'Proposal Creation Process', to achieve standardization based on proposing procedure by a certain top salesperson. Exceptional Step is not described intentionally. Exceptional Step is not described intentionally.

This 'Proposal Creation Process' can be said it is in the sales style that requires skills and experiences to emphasize on the solution of the client's challenge. That is, a Sales technique that focusing on 'explanation of how to solve the challenge by prospective client themselves, rather than 'explaining the service product. As a matter of course, that top salesperson would never feel nothing annoying to follow this procedure (Workflow). And the more salesperson makes proposal activities using this workflow, the better the business improvement would be achieved in various ways.

• Everyone's "Proposal" will be accumulated -> Re-usability of the "Proposal" will be increased
• Progress of negotiating Issue will be visualized -> More than one salespeople will be able to work for proposal as a team
• The period of the negotiation will be also recorded automatically -> Everyone will be able to analyze proposing cycle

[Proposal Submission Work]

Create a Mechanism that 'Daily Report' which might have been Piled up, won't be so!

In the morning, a Task in the title of "Daily Report, Nov. 4th" is added in your 'My Tasks'.

Not bad...

If it were not for this function, you would have forgotten to submit 'Daily Report' on the half of the weekdays. (I'm sure about it.) Incidentally, 'Submit by the time you leave' is its rule. Submit it on the next day, even if you forgot. Even worse, in the morning after the next, at least.

However...

Although all the members are flowing a 'Daily' on this Workflow in their own way,,, I'm aware of something wrong in this function of [Automated Start].

That is, the mechanism is that the Task is automatically added to 'my Tasks' of all in every morning of Monday to Friday, whereas it will be piled up in vain when you took a few days off.
For example;

• Bereavement leave, major holidays, Christmas holidays, etc..
• Childcare leave, maternity leave, nursing leave, etc..
• (There might be irregular shift workers...)

Well, on the Reports for few days, you would have worked hard, one by one. But for amount of 30 day, 60 days, or even for one year, it is definitely impossible.

[Daily Report flow 1]

How to Create 'Timed Email Transmission System' in 5 Minutes for Non-programmers

Business Flow Diagrams are mainly drawn for the purpose of business improvement of 'Team operation'.

However, jobs done by 'more than one person' are not the only business operation. There exist so many jobs which to be completed by a single person. The following Workflow (Business Flow Diagram) is a Business operation of encouraging "somebody of the future". (What?)

First, let's try encouraging 'yourself of the future'. (Totally, all by yourself...)

The way how, is simple. You just make an email to be delivered to future you. New school term starts from today (Sept. the 1st), if you were a student. Why don't you try sending an email to you, at 9 o'clock in the morning of the day of one week after, writing 'you are ready to recite all of "Addition theorem of trigonometric", now?'

Indeed, drawing a Business Flow Diagram for 'One-man job' is nonsense. Moreover, It almost completely doesn't make sense, if

• There is no one to explain the Workflow to.
• There is no one to monitor the progress of the Issues flowing there.

However, please reconsider well...

[Timed Email]

Orders-Deliveries-Payment, Visualizing the Progress

"1.Orders" to "2. Delivery", then ... "3. Billing" to "4. Payment"... A flow of the business...

It's for sure, the investment effect by improvement is large on a "Business Process that is not closed to an enterprise". For example, if the corporate structure became to be able to respond faster and less mistakes, business performance will be enhanced naturally.

However...

• Leaving the processing record of all.
• Automatically Split the flow according to the attributes of the Issue.
• Invoice PDF to be generated automatically, rather than manually.
• The current progress of all Issues to be able to be monitored at any time.

You should not try to define a "Perfect Business Process" from the beginning. The key of business process management activities (BPM activities) is "to start smaller". For example, it would be good to start with partial Steps, instead of entire Steps. For another example, it would also be good to start with ignoring exceptional Issues, instead of all the issues.

The following process diagram is of an "Orders-Delivery-Billing flow" for a Web site design company. Although it seems to be long and large at the first look, but after you looking it for a minute, you will find it "a simple Business Process than you thought". After all, one invoice will be issued on one order registration. In other words, it is not assumed such a case that billing (delivery) is divided into two stages.

Now...suppose the Issues of "double staged delivery" became so frequent that you cannot ignore. What kind of Process improvement can be considered?

[Order-Delivery-Billing flow]

Cloud-based Workflow and Google Calendar (OAuth 2.0 federation)

For Outsourcing Software companies or Business Process Outsourcing companies, the "Delivery Date" that promised to the customer is absolutely unmistakable. Once they delayed, their credibility would fall to the ground. However, you can't be sure that the "delivery date" is shared to be recognized thoroughly.

Team members would rather continue to recognize the deadline for the "processing of their own". In other words, they barely have chances to recognize the "Delivery Date" that is the deadline of entire steps. Watching the screens of the Workflow system, even though the deadline of 'underwritten processing of their own' is obvious, the "Delivery Date" which should be important for the team is hardly to be recognized.

Furthermore, "cross-project information" such as 'a lot of Delivery Dates are concentrated in this month', there will be no chance to grasp them.

In the following Workflow, "Data of Delivery Date" is arranged to be synchronized to a [Calendar system]. Specifically, "Delivery Date data" in the 'order information' will be automatically written to the Google Calendar, using the secure communication of OAuth. Looking at the calendar, "distribution of Delivery dates" is obvious at anytime. This information will be a very important source not only for the team members, but also for directors and auditors.

[Contract-Delivery flow]

Age of Cloud-based Workflow Capable of Running Even a Core System of 1 Million Dollar Worth

The Workflow template of last week (*) was very simple.
In its recoil, the Workflow template of this time is very complicated.
* Standardization on 'Proposal Creation' in Workflow

"Questetra BPM Suite", a Cloud-based Workflow, is of course categorized in product type of 'Workflow System', but on the other hand, it is a 'Business Process Management System'(BPMS) as well.

A 'Business Process Management System'(BPMS) is a tool to help 'Business Process Management Activity'(BPM Activity, a Management concept of continuous improvement of the Workflow). It is characterized a Business System would be ready automatically by drawing Business Process with Drag & Drop. What is epoch-making of it, is that managers of the frontline or general workers (system users) can improve the Business Process by themselves. You may call it a "Magic Tool".

The Workflow Diagram below represents so-called 'the Core Business Process'.
Begins with [Order acceptance] by sales personnel, ends at [Settlement Confirmation] by Management department. Using a BPMS, such a Business Process can be systemize in an instant.

However, it is a wide variety of business by its industry, categories, company size or company culture, even speaking in short that from 'Orders' throughout 'Service Providing' to 'Billing' and 'Payment Confirmation'. Also, the business Process to be is ever-changing in accordance with the changes in the business environment. In the coming age, it is important "to continue to change the system", rather than "to make a good system".

<Features>

• Simple business manual is written on each of the processing screen.
• In the important working process an alert will be sent by email also.
• The total value of during particular input is complemented by automatic calculation.
• PDF invoice which business data is inserted is generated automatically.
• The next Billing Process is reserved if the same type invoice will be also issued in the next month.
• Quote data will be carried over automatically from the Quotation Process.
• Online sales data is automatically captured.

[Orders-Operation-Bill Issuance]

Customer Satisfaction on Dispatching Engineer

Field Engineering is a service such as periodical inspections to prevent failure, or repairing occurring failures. Indispensable to sales business of MFPs and control equipments.

In many cases, serviceperson so called 'Custome Engineer (CE)' are dispatched. Incidentally, we Japanese call them 'Service-man', though a strange Japanglish. And I think this word is used only to repair personnel for large appliances or gas appliances, nowadays... (Ah, it was an idle chatter)

The following Business Process allocates jobs to workers (CE), and records the work reports from workers (CE). The biggest purpose is of course "visualization of work progress".

[CE Progress Management flow]