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 489: Placing A Button for Measuring the Work Time Automatically

We do measure the translation work time, using a stopwatch!

Wonderful! That is too wonderful! They even measure to seconds... Moreover, they give a pause to the stopwatch for "Away Time" and "Interruption time". Yeah, yeah... "Recording of the exact actual work state" is essential for business improvement.

To the people like that, I would like to suggest a configuration to display buttons of "Start", "Stop", and "Clear" on the Input screen. With this configuration, you will be able to measure time easily without a stopwatch (or a Smartphone?). With this configuration, you will be able to measure time easily without a stopwatch (or a Smartphone?).

Above all, it is excellent that it works on the same "Work time" form (String type / hh:mm:ss), to which we used to input manually. That means you don't need to copy the Measurement result.

[Translation 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
• M228 AUTOMATED STEP: Auto Generating PDF File with Business data Inserted
• M223 AUTO EVENT: Sleeping in the Middle

[Japanese Entry (和文記事)]

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]

Update Order Management Process of Annual Service Agreement

There are plenty of service agreements that are for period of monthly or annual. Contract of insurance, newspaper subscription contract, contract for communication line, contracts with lawyers and tax accountants, contract of Cloud services...

Cases are not rare in the contract of this kind, that require procedures not only on "new contract", but also on "update". On the services for general consumers, many of them are in the pattern of "automatic new contract × automatic update". But on services for enterprises, there are some cases that proposing additional options, or proposing longer period than the previous, or required explanation of the contents of the service over again.
That is the moment that a Sales staff to play the active part, so it should be performed smoothly, efficiently, without mistake nor leakage. And that is for nobody else but the customers.

The following Workflow definition is a Business process for centrally management of procedures of newly contract and contract updating, contract modification of the halfway, together with managing to invoicing / payment confirmation. I could have held a 'workshop seminar for two hours' just to explain this single flow diagram, but roughly speaking, the flow is that 'Sales' inputs the Orders and 'Management division' issues invoices.

[Procedures for Service Start/Extension/Change (Order-Billing)]

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]

Workflow to Automatically Compare the Result of Dual Inputs on One

"BPO is the main battlefield of the BPM"
They are the words of the IT research firm, but for the man in the street it already sounds like cipher. It would be understood only by geeks who are living in enterprise software industry. That means,

• Job like "to digitize image data of application postcard etc. into text" would be outsourced.
• For the companies that undertake those jobs, "BPM tools" are going to become an important tool almost as the foundation of their business.
• So it is very important for a company that develops "BPM tool", whether their products be utilized by the contractors.

* BPM: Business Process Management

One of the duties to be commissioned in BPO (Business Process Outsourcing), is "Data Entry" (such as for example, insurance contracts and pension records sweepstakes entry Questionnaire). In this example, business process of those data input operations is defined.

[Data Input flow]

To Drop Typical Japanese CRM into a Business Process

An accommodation booking system. Messages are mechanical though it is not bad at it.
Reminders come in 10 days in advance, and once more the day before. Or a questionnaire email arrives 'the next day after returning home'...

But, what if there was a heartwarming sentence added?
'How was the walk to Kinkakuji on the day you leave? Since light rain was falling, all of us employees had been worried.' Such thoughtfulness would make a tourist happy. This is what we call hospitality.

The following is an example of Reservation Management flow with 'human processing' added.

[Booking flow]

Approval to Daily Report, will be "Automatically Done" Two Days Later

Workflow of Daily Report.
For who writes, one report a day. But for who reads, it will be the number of his/her men. There might be a story that, someone had held them thinking 'Okay, I will make comment on them later', then after a while found out 'Wow, I've got a thousand of them!'.

You should better consider a setting of 'automatic flowing', for the Tasks which become meaningless at the time losing "freshness of information". For example, on 'Daily Report Approval flow', 'the next daily report' will come on the next day. You might better treat the report which two days have passed since reported, as 'auto-approval'. Nevertheless, in actual operation, you should better avoid situations that "List of the Tasks (My Tasks)" has been occupied by meaningless Tasks.

In the following Workflow definition, the Task of 'Make Comment' by Boss, will automatically lapse at 48 hours passed since process start time. (Including the case 48 hours had passed at the time of arrival.)

[Daily Report Approval flow]

"Standardization" is Important in Outsourcing

Japanese software industry has been developed centered on "System Development by consignment". So called "SI business". And now, it is at ebb.

Naturally, if wealthy sponsors (patron) existed, those outsourcing businesses would survive as well as "Housing" or "Clothing". But on the other hand, in the this aspect of economic recession, the efficiency of business process (Workflow) will inevitable. In addition, we will also have to seek better quality of service.

Here we would like to exemplify a Workflow sample concerning the business outsourcing contract for SI company (prime contractor).

[Outsourcing flow]

Learn BPMN by 'Daily Report'

"It is easy to understand a business by looking 'BPMN', but when it comes to draw, it is hard."
(BPMN：Business Process Model and Notation)

Yes, it sure is hard. But in other words, if people do not consider "A Work flow to be", they would never be able to draw forever.

• How many work to do will come out in daily ? And how many more at Accounting period-end ?
• Who to be processing ? How many personnel to do ?

In any how, knowledge of how the business flow are must eventually. Knowledge of 'IT' are rather not asked.

Well then, how could you let BPMN penetrate within the company ? There is no way but start drawing simple daily work in BPMN. If you are writing daily report or let your people to write, I recommend you 'Daily Report flow'.

[Daily Report flow]

Hang-up to Input Form! Rather than a Manual

A 'Workflow system' and the 'Work Manual' are like two sides of the same coin. Both of them are closely related, and never can be separated. In other words, we may say 'Workflow system' is a realization of the 'Work manual'.

Sometimes people who planning to develop a workflow system ask us, 'which should I design first, the Work manual or the Workflow?'. Our answer is 'simultaneously'.

A Status that Work Manual will be prepared only by printing out "Flow Diagram" and "Input Form"
That is ideal.

But, some ingenuity will be needed when engaging workers speak in diverse languages. 'Translation' is the one of typical Workflow.
In the following 'Translation flow', the Work procedure is expressed only by ' Screen composition of the Input form' and 'simple English word'. To create separate Manual will be nonsense anymore.

[Translation Flow (+Website Update)]