Performance Excellence Systems

Systems

Definition of a System: Any whole or group of parts dedicated to the same purpose. A system possesses critical properties that none of its parts possess, properties that arise from the interactions of its parts and give the whole its identity and character. Systems ensure the ongoing viability of the organization.

Purpose of a System: Every system must have a purpose. To understand how a system works, we can examine the interactions among the parts. But, to truly understand why a system exists, we must look outside the system usually at human events and larger systems.

Different Levels or Scales of Systems Thinking:

• Systems – Interactions and interdependencies on a large scale.
• Processes – Components of a system. Processes have purposes and functions of their own, but by themselves, processes cannot accomplish the overall purpose of the system.
• Methods (Tasks) – Components of a process. Methods have their own purpose and function, but the value of the method is seen only through its interaction with other methods that make up the process.
• Steps – Components of a method. One event in a sequence that interacts with the other steps to serve the purpose of the method.

Components of a System (SIPOC):

• Purpose – must have a purpose, without a purpose, you have no system. For every system, the suppliers, inputs, processes, outputs, and customers can and should be defined.
• Suppliers – for every system, there are suppliers – these are the individuals or groups that provide the necessary inputs.
• Inputs – these are the components that are required (materials, machinery, manpower, etc.) in order to begin the process.
• Processes – all the methods and steps involved in taking the inputs and transforming them into the outputs.
• Outputs – the product or service that is produced as a result of inputs being transformed in the process.
• Customers – the end users of the product or service.

References:

• Quality Improvement, A Systems Perspective; William Roth, 1999.
• The Leader’s Handbook; Peter Scholtes, 1998.

Administrative Services Performance Excellence System

Purpose Statement: The purpose of Administrative Services Performance Excellence System is to provide the structure, systems, and resources that enable Administrative Services to achieve continuous quality results and its Vision of performance excellence.

Description: Administrative Services Performance Excellence System is comprised of several subsystems. The Quality Documentation System provides the structure and linkages for these subsystems. The Quality Documentation System and the contents therein are based on components of the Malcolm Baldrige National Quality Award Criteria, ISO 9000 Standards, ASQ’s CQM Body of Knowledge, quality values, and best practices. There are twelve core subsystems that comprise Administrative Services Performance Excellence System: Quality Documentation, Leadership, Strategic Planning, Customer Relationship Management, Information and Analysis, Human Resources Management, Process Management, Measurement Results and Trends, Decision Making, Project Management, Problem Solving, and Quality Audits.

Visual Diagrams

The pages describing each system provide a visual schematic as well as descriptive text for each of the twelve subsystems that comprise Administrative Services Performance Excellence System.

This document has been prepared for the purpose of deploying the systems throughout Administrative Services in a timely manner.

Please note that these systems, will be incorporated into Administrative Services Deployment Document and made a permanent part of Administrative Services Quality Documentation records. Once the Deployment document is finalized, these systems will be in their “official” final format.

Although these systems are considered to be draft versions, we expect very few modifications to be made between now and the publication of the Approach and Deployment documents. Therefore, you should feel confident in using these systems in their current format. Please customize them by adding specificity in order to make them appropriate for your division’s needs. Please do not, however, eliminate any steps when customizing. In other words, you may add to, but please do not subtract from the current systems documentation in order to maintain the integrity of Administrative Services operations.