Институт систем качества

О точках зрения… (часть вторая)
Автор: Шаклеин С.С.

     Рассмотрим моделирование бизнеса с точки зрения представителей второй группы людей – исполнителей. Задачей этих исполнителей является выполнение неких действий, согласованное как внутри процесса, так и с другими процессами предприятия. В большинстве случаев, во вторую группу входят наемные работники, но могут быть ситуации, когда представитель первой группы включен в процесс как равноправный участник. Так что границы между группами весьма условны.

     Модель бизнес-процесса предназначена для описания действий при производстве продукта процесса. Действия могут выполнять люди, оборудование, программные системы и т.д. Люди, участвующие в бизнес-процессе могут выступать в различных ролях:

  • владелец процесса,
  • владелец ресурса,
  • член команды процесса,
  • клиент процесса и т.д.

     Очевидно, что интересы людей, выступающих в различных ролях, могут не совпадать, а порой и противоречить друг другу.

     Поэтому для одного и того же бизнес-процесса по созданию какого-либо продукта может быть построено несколько различных моделей, отражающих различные ролевые точки зрения. Как когда-то сказал предтеча бизнес-анализа Рудольф Акофф: «Намерения дающего редко совпадают с намерениями берущего».

     Будем считать, что если в моделях бизнес-процесса, построенных для каждой точки зрения, достигнуто согласие по включенным в них ролям, то согласие между всеми ролями достигнуто по бизнес-процессу в целом.

     Какие точки зрения должны быть рассмотрены при моделировании конкретного бизнес-процесса – должно быть четко оговорено в задании, которое получает бизнес-аналитик от своего заказчика. По умолчанию, я бы рекомендовал строить модель бизнес-процесса с точки зрения владельца бизнес-процесса. Если моделирование бизнес-процессов выполняется с целью внедрения информационных технологий, целесообразно дополнительно рассмотреть точку зрения члена команды бизнес-процесса.

     Чем больше точек зрения смоделировано, тем более адекватным становится описание бизнес-процесса и тем легче может пройти последующая его автоматизация или сертификация системы менеджмента качества.

     Если возникает вопрос, в каком порядке моделировать точки зрения бизнес-процессов, однозначной рекомендации у меня нет. Как правило, я начинаю моделирование с той точки зрения, которая либо наиболее востребована, либо вызывает наибольшее сопротивление у персонала. В первом случае это походит на прорыв в крепость на плечах ее защитников, во втором – на уничтожение наиболее укрепленного узла обороны, сломив который все остальные можно брать без сопротивления…

     Откуда и почему берется сопротивление – разговор длинный, но как-нибудь я обязательно расскажу и об этом.

Наверх

 

 

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