Les hôpitaux sont confrontés à des contraintes économiques fortes et à des exigences de plus en plus élevées en termes de qualité et de sécurité des soins. La prise en charge médicamenteuse est également soumise à ces contraintes d'autant qu'elle relève d'un processus complexe pluriprofessionnel et présentant également des enjeux économiques et sociétaux importants. Afin de répondre à ces difficultés, une solution pourrait être la réorganisation des processus et la relocalisation des ressources grâce aux démarches d'amélioration de processus issues du génie industriel. Le Lean, une approche d'amélioration des processus métiers mise au point dans les années 90 par les chercheurs du Massachussetts Institute of Technology, consiste à optimiser la valeur pour le patient tout en minimisant les gaspillages et en recherchant l'excellence opérationnelle à travers l'amélioration continue. Des résultats encourageants consécutifs à l'utilisation de cette approche en milieu hospitalier ont déjà été rapportés. Cependant, une analyse approfondie de la littérature a montré qu'aucune des démarches Lean décrites dans la littérature n'était construite de manière à fournir un support méthodologique robuste permettant d'entreprendre une démarche Lean pour l'amélioration des processus métiers à l'hôpital. Face à ce constat, nous proposons une méthode Lean pour l'amélioration des processus métier, structurée et adaptée au milieu hospitalier, basée sur une triangulation entre données de la littérature, entretiens semi-dirigés et un cas d'étude. Cette méthode a été validée sur le site de l'hôpital Antoine Béclère lors d'un projet d'amélioration du processus de prise en charge médicamenteuse. Son application a entre autre permis d'améliorer la qualité, la sécurité et l'efficience de la prise en charge médicamenteuse en Médecine Adulte Polyvalente. / Hospitals are facing strong economic constraints and increasing requirements in terms of quality and safety of care. Medication management, a complex and multi-professional process with major economic and social issues, is also subject to these constraints. To address these difficulties, a solution could be to reorganize processes and relocate resources through the use of industrial engineering Business Process Improvement approaches. Lean is a Business Process Improvement approach developed in the 90s by researchers of the Massachusetts Institute of Technology. It aims at maximizing the value for the patient while minimizing waste and seeking operational excellence through continuous improvement. Many encouraging results related to the use of this approach in hospitals have been reported. However, a thorough analysis of the literature showed that none of the Lean approaches described in the literature was structured to provide sufficient methodological to perform a Lean journey aiming at improving business process in hospitals. This is why we propose a Lean method to improve business processes in hospitals based on a triangulation between literature data, semi-structured interviews and a case study. This method was tested and validated in the Antoine Béclère hospital where quality, safety and efficiency of the medication management process in a medicine unit were improved.

The purpose of the presented research is to identify these of the areas that significantly matter for the strong positive correlation between the Employee Enagement and the Service Quality in a particular business case concerning business process improvement of an order management team in a multinational company. The significant areas are identified through a correlation analysis of the answers to an online survey. The results are used for further Measurement, Analysis, Improvement and Control of the key areas identified. The main findings are aimed to serve as a scientifically validated plan of action for the group in charge for the business process improvement in the order management team which is studied. Particularly, recommendations are provided how to increase the First Time Right performance metrics of the order management team through focus on the Define part of the DMAIC model in the Six Sigma methodology for business process improvement. Main findins: there is evidence for strong significant positive correlation between the employee engagement and the service quality factors in the answers of the respondents to the online survey questions; the team members' perception of the leadership style is positively correlated with their perception of the service quality.

The diploma thesis deals with the proposal to increase the productivity of business processes. For selected processes, it analyzes the current state using the Six Sigma method. Time measurement will be made for individual processes and it identifies bottlenecks. In addition, proposals will be presented in order to improve the current state.

The main goal of this diploma thesis is analysed of the process management and its principles in the selected company. The theoretical part is divided into few chapters where basic parts like the process, process management, monitoring, busines process improvement and others are described. The practical part includes study of process control implementation in particular company. During the analysis process management are applied analysis, observations and interviews with employees and with leadership.

This diploma thesis deals with eliminating of bottlenecks in a production of eletrical devices, focusing mainly on the production line. It analyzes the current situation and using value stream mapping for a selected product it identifies bottlenecks of the production process. Further it proposes remedial measures to improve current situation.

The aim of this thesis is a lay of the business processes in Vodárenska akciová společnost, a.s. In theoretical part of the thesis are describe characteristics, mapping and modeling of processes in this company. In practical part are mapping processes, which this company make in order for their customers and daily processes, whereby sustains own infrastructure.

La presente investigación tuvo como objetivo general proponer una mejora de gestión de inventarios para reducir los ingresos no percibidos en la Vidriería Michel en el año 2022. El tipo de investigación es aplicada, de nivel descriptiva, el propósito del diseño de esta investigación es cuantitativo y es no experimental. Se obtuvo como resultados un ingreso no percibido del 24,1%, por quiebres de stock, sobre stock de productos, productos dañados y la inexactitud de inventarios. Para lo cual se propuso el modelo P de inventario, siendo el de revisión periódica, procedimientos estandarizados de la gestión de inventarios, implementación de la metodología 5s, programa de capacitaciones a los trabajadores, la implementación de un ERP y la redistribución del layout. Al realizar un análisis costo beneficio de la propuesta de mejora de la gestión de inventarios obtuvo un VAN de 82 735,39 soles, un TIR de 52,64%, un Beneficio-Costo de 1,47 y una tasa de recuperación de 1 año, 6 meses y 24 días, determinando la viabilidad económica de la propuesta. / The general objective of this research was to propose an improvement in inventory management to reduce the income not received at Vidriería Michel in 2022. The type of research is applied, descriptive level, the purpose of the design of this research is quantitative and non-experimental. The results were a non-perceived income of 24,1%, due to stock shortages, overstock of products, damaged products, and inventory inaccuracy. For which the inventory model P was proposed, being that of periodic review, standardized inventory management procedures, implementation of the 5s methodology, a training program for workers, the implementation of an ERP and the redistribution of the design. When conducting a cost-benefit analysis of the proposal to improve inventory management, a NPV of 82 735,39 soles was obtained, an IRR of 52,64%, a Benefit-Cost of 1,47 and a recovery rate of 1 year, 6 months and 24 days, determining the economic viability of the proposal.

En el presente trabajo de investigación se ejecutó en la empresa de compra y venta de materiales de construcción, se identificó la problemática de disminución de las ventas. Asimismo, como objetivo principal se planteó el proponer la mejora de la gestión de inventarios para aumentar las ventas. Para ello, se diagnosticó que la problemática es a causa de la pérdida de oportunidad de ventas con un 12,61%, por la cantidad de unidades de materiales deterioradas del 2,62%, por otro lado, el bajo nivel de servicio de 85,36%, teniéndose una planificación empírica de requerimiento de materiales, presencia de rotura de stock y el deterioro de materiales, la falta de organización y orden en el almacén, y la falta de capacitación laboral. Por consiguiente, se elaboró la propuesta de mejora, en la que se aplicó el modelo de revisión periódica (P), políticas de inventarios, mejora de los procesos logísticos, manual de procedimientos en el almacén y plan de capacitación al personal sobre temas logísticos, disminuyendo los pedidos no atendidos por deterioro de materiales a 0,86%; además, redujo las pérdidas de oportunidad de ventas a un 8,90 % y aumentó el nivel de servicio al 95% y las ventas en S/ 16 083,36. Finalmente, se evaluó el costo – beneficio de la mejora propuesta obteniendo un beneficio de S/ 11 563,53, donde la relación beneficio/costo es de S/ 1,90; es decir, que / In the present research work was carried out in the company of purchase and sale of construction materials, the problem of decrease in sales was identified. Likewise, the main objective was to propose the improvement of inventory management to increase sales. To do this, it was diagnosed that the problem is due to the loss of sales opportunity with 12.61%, due to the number of units of deteriorated materials of 2.62%, on the other hand, the low level of service of 85.36%, having an empirical planning of material requirement, presence of stock breakage and deterioration of materials, the lack of organization and order in the warehouse, and the lack of job training. Therefore, the improvement proposal was elaborated, in which the periodic review model (P), inventory policies, improvement of logistics processes, manual of procedures in the warehouse and training plan for personnel on logistics issues were applied, reducing the orders not attended by deterioration of materials to 0.86%; in addition, it reduced sales opportunity losses to 8.90% and increased the service level to 95% and sales by S/ 16 083.36. Finally, the cost-benefit of the proposed improvement was evaluated, obtaining a benefit of S/ 11 563.53, where the benefit/cost ratio is S/ 1.90; that is, for every S/ 1.00 that the company invests in the project, there will be a profit of S/ 0.90.

Bakgrund och problem: Att arbeta processorienterat är viktigt för alla typer av företag för att kunna möta en högre ställd kravbild från kunder och omvärlden. En del av processorienteringen involverar att utveckla och effektivisera affärsprocesser. För att möta behovet av utveckling har en mängd olika metoder tagits fram för hur bolag kan arbeta med detta. Bolaget Atea Logistics AB har identifierat ett problem i en av deras affärsprocesser som inte presterar på önskvärd nivå. Problematiken är kopplat till inköpsprocessen och hanteringen av leveransdata, vilket leder till svårigheter i att fastställa ett säkert ankomstdatum av gods. Detta påverkar flera delar i värdekedjan och det slutliga kundvärdet vilket väcker ett behov av utvecklingsarbete. Trots processutvecklingens ökade vikt menar en del kritiker att metoderna som tagits fram för detta är svårförstådda och saknar en praktisk användbarhet. Eftersom den tidigare forskningen sägs sakna praktisk förankring kring hur metoderna faktiskt kan bidra till bättrade affärsprocesser avser denna studie att testa och utvärdera en av dessa metoder på Ateas problematik för att i slutändan öka den praktiska användbarheten. Syfte: Uppsatsens syfte är att testa en metod för processutveckling på ett problem hos företaget Atea. Därefter ska en utvärdering av metoden genomföras för att bidra med eventuella förbättringsförslag sammanställt i ett ramverk. Vidare syftar även uppsatsen till att presentera rekommendationer till Atea kring hur de kan arbeta för att överbrygga sina upplevda problem i affärsprocessen. Metod: Den generella forskningsstrategi som använts är i huvudsak en kvalitativ fallstudie med en till stor del deduktiv ansats med vissa induktiva inslag. För att läsaren tidigt skulle ges en mer övergriplig bild kring processtänkandets olika delar samlades detta i en teoretisk referensram. Sedermera ämnade den teoretiska insamlingen som legat till grund för arbetet att skapa förståelse för de olika metoder som finns för processutveckling för att vidare kunna testa en av dessa i en praktisk miljö. Insamlingen av empiri har skett genom en särskilt verksamhetsnära forskningsmetod, interventionistisk forskning med hjälp av intervjuer, telefonsamtal, fokusgrupper och workshops. Metoden använder ett mer experimentellt och interagerande sätt för observationer genom att vara en del av forskningsobjektet. En testning av en teoretisk metod gjordes därefter på fallet för att lösa ett praktiskt problem parallellt som en utvärdering av metoden kunde genomföras. Den kunskapsteoretiska ståndpunkt som legat till grund för uppsatsen är empirisk realism för att skapa en ökad förståelse för verkligheten än den som teorin beskriver.  Slutsats: För att besvara uppsatsens frågeställningar var syftet att genomföra en testning av BPR på ett verkligt problem hos Atea. Slutsatserna som kan erhållas utifrån detta är först och främst att i egenskap av praktisk användbarhet så kan det konstateras att metoden som testades i uppsatsen definitivt var praktisk användbar men lämnade utrymme för förbättringspotential. Under uppsatsens gång har det uppenbarat sig en avsaknad av vissa aspekter i metoden. De anpassningar som gjorts av metoden på grund av detta är kopplade till praktiskt förekommande företeelser såsom tid, engagemang och motivation. Vidare ansågs metodens praktiska användbarhet kunna höjas ytterligare genom att förändra metodens ordningsföljd i en del av uppgifterna för att på så vis skapa en mer logisk arbetsprocess. Att säkert kunna konstatera att den praktiska användbarheten faktiskt höjts ställer krav på att en ny testning genomförs med det nya ramverket. Däremot finns det mycket som pekar på att dessa förändringar är ett möjligt steg till en mer praktisk metod med enklare användbarhet för processutveckling. Utvecklingsarbetet mynnade även ut i rekommendationer till Atea, de huvudsakliga förbättringsområdena involverade stärkt kommunikation såväl internt som externt, standardisering av processer, samt en utveckling av automatiseringslösningar. / Background and problem: Working process oriented is important for all types of companies in order to meet the high demands from customers and the outside world. Working process oriented involves developing business processes. To meet the increased need for process development a variety of methods have been made on how companies can work with this. Atea Logistics AB have identified an issue in one of their business processes that does not perform in line with their expectations. The issue is linked to the purchasing process and the handling of delivery dates, which leads to difficulties when determining certain arrival date of the goods. This affects several parts in the value chain as well as the final customer value, which raises a need for development. Despite the increased importance of process development, critics mean that the methods for this is difficult to understand and lacks a practical applicability. Since the previous research misses a practical anchoring on how the methods actually contributes to improved business processes this study aims to test and evaluate one of these methods for process development on Atea’s issue, to hopefully increase the practical usability.  Purpose: The purpose of the study is to conduct a testing of a method for process development on a practical issue within the company Atea. Thereafter an evaluation of the method will be done in order to present any suggestions for improvement and to compile these in a framework. Furthermore, the study also aims to provide recommendations to Atea regarding how they can work in order to overcome their experienced issues within their business process.  Method: The study is mainly a qualitative case study. The approach was deductive with some elements of inductive reasoning. A theoretical frame with key concepts was gathered in order to provide the reader with a comprehensive knowledge of the different parts of process orientation. Furthermore, the purpose of the theoretical sampling was to create an understanding of the different methods that exists for process development in order to conduct a testing of one of these in a practical environment. The empirical sampling has been conducted through a particularly practical approach, interventionist research method. The method uses an experimental and interacting approach to gather empirical observations by being a part of the research object. A testing of a theoretical method for process development were then conducted on the practical case in order to solve the issue in parallel to an evaluation of the method. The philosophy applied is empirical realism which strives to create an increased understanding for the reality beyond what is described in theory.  Conclusion: To be able to answer the question of the essay the purpose was to conduct a testing of the BPR method on a real problem within Atea. The conclusions that can be obtained from this is that the method that was tested was practical and useful but left some room för improvement. During the course of the essay, a lack of some aspects in the method has become apparent. The adjustments that have been made because of this is linked to practical phenomena’s such as time, commitment, and motivation. Furthermore, it was considered that the methods practical use could be increased even further by rearranging the order of some of the key tasks in order to create a more logical work process. To be able to state with certainty that the practical usability has actually been increased, it requires that a new test is conducted with the new framework. However, there are many indications that these changes are a possible step towards a more practical method with simpler usability for process development. The development work also resulted in recommendations to Atea, the main areas for improvement involved strengthened communication both internally and externally, standardization of processes, and the development of automation solutions.

The objective of the study was to quantify the evolving scope of quality management as practiced in a sample of companies in South Afiica, and to correlate this with corporate profitability. The empirical data in this study suggests that a more extensive scope of application and practice of quality management and related management practices is related to better organisational profitability. The significant correlations which were demonstrated are: • A focus on results by companies is inversely correlated with Operating Profit Margin. • Quality training, employee communications and internal coordination correlates positively with Net Profit Margin. • The rigorous use of quality standards correlates positively with Net Profit Margin. • Quality control and monitoring correlates positively with Return on Equity. Recommendations flowing from this study include that a broader paradigm of quality management is required, expressed as an integrated model for innovation and change which is holistic rather than fragmented. / Economics / M. Com. (Business Economics)