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Syllabus
Process Management
1. THE CUSTOMER
1.1 Discuss what is meant by the term ‘customer’.
1.2 Distinguish between what a customer says and what a customer means.
1.3 Define, consider and understand the ‘customer’ and his/her needs and the relevance to processing.
1.4 Review the customer’s wants.
1.5 Review the customer’s needs.
1.6 Hear and act upon the customer’s voice.
2. THE PLAN
2.1 Understand the customer’s needs and wants.
2.2 Understand what the customer’s expects.
2.3 Construct questionnaires to establish information and interpret it.
2.4 Define a ‘product’.
2.5 Define and understand the process.
2.6 Identify your needs.
2.7 Gather and use the information to achieve more closely the target of ‘Customer satisfaction’.
2.8 Have a more complete picture of the process.
2.9 Be much closer to your customer.
2.10 Construct an outline of your plan.
3. THE PROCESS
3.1 Locate specifications and standards.
3.2 Understand and interpret the data given.
3.3 Provides summaries to aid less experienced operators and save valuable time.
3.4 Highlight the differing needs of customers.
3.5 Understand the relationship between processes.
3.6 Construct effective process sequences.
3.7 Demonstrate cost effectiveness.
4. HEALTH AND SAFETY
4.1 Understand the need for regulations.
4.2 Understand their impact on business operations.
4.3 Locate those relevant to your industry.
4.4 Discuss their use and value.
4.5 Discuss the importance of the environment.
4.6 Interpret relevant legislation.
4.7 Discuss the use of BAT principle.
4.8 Understand the principles and purpose of health and safety.
4.9 Understand the terms used.
4.10 Locate and obtain information relating to your work environment.
4.11 Construct a policy statement.
4.12 Produce a practical system to meet those aspects of legislation relevant to your work.
5. CONTROL
5.1 Appreciate waste in all its forms.
5.2 Apply the principles of ‘Elimination’ and ‘Minimisation’.
5.3 Discuss the principles of disposal.
5.4 Understand and be able to apply methods for control.
5.5 Collect and analyse relevant data.
5.6 Review and improve existing performance.
5.7 Understand the importance of sound plant design.
5.8 Evaluate processes and design an integrated approach.
5.9 Discuss the influence of chemical and physical control on processing.
5.10 Manage a process effectively.
5.11 Discuss the principles of charting.
5.12 Discuss the principles of Statistical Process Control (SPC).
5.13 Interpret and use the data recorded.
5.14 Manage processes in a proactive way.
5.14 Manage processes in a proactive way.
5.14 Manage processes in a proactive way.
6. THE PROJECT
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