Chapter 5

• End-to-End Service Level Management - The main strategy that the IT-BPM sector applies.
• The Service Level Agreement (SLA) - is a formal agreement between the client and service provider for a common understanding on aspects including service quality, responsibilities, performance metrics, penalties and commitments.
• Service Level Management (SLM) - is a regular and systematic review of service provider’s performance against the agreements.
• Performance Management - is a systematic process by which an organization involves its employees, as individuals and as members of a group, in improving the organizational effectiveness through the accomplishment of mission and goals.
• Metrix and Reporting - Operational Goals and Metrix
• Limitations of Service Level Agreement - lack of end customer focus, lack of emphasis on business, objectives

  over-emphasis on efficiency, rather than on effectiveness
• Professional Development - refers to skills and knowledge attained for both personal development and career advancement.
• Value - lifelong learning, a sense of moral obligation, to maintain and improve professional competence, enhance career progression, keep abreast of new technology and practice, or to comply with professional regulatory organizations.
• Approach of Personal Development - Case Study Method

  Consultation

  Coaching

  Communities of Practice

  Lesson Study

  Mentoring

  Reflective Supervision

  Technical Assistance
• Total Quality Management (TQM) - is a management system or approach to long-term success through customer satisfaction. In a TQM effort, all members of an organization participate in improving processes, products, services, and the culture in which they work through the use of; strategy, data, and effective communications to integrate the quality discipline into the culture and activities of the organization.
• Total Quality Circles - It means having organized Kaizen activities, involving everyone in a company - managers and workers - in a totally systemic and integrated effort toward improving performance at every level.
• Six Sigma - is a set of qualitative and quantitative (statistical) techniques to systematically improve processes by eliminating defects and process variation.
• Employee Productivity - the amount of outputs (usually regulated by requirements and quality) which can be produced by employee per period of time, utilizing the given resources. The more stable and elaborated the process of production (the less X-factors or varying inputs it involves), the smoother level of productivity is expected from employees operating it.
• 5S Process - or more simply "5S", is a structured program to systematically achieve total organization, cleanliness, and standardization in the workplace.
• 5S Process - was invented in Japan, and represents five (5) Japanese words: Seiri, Seiton, Seiso, Seiketsu, and Shitsuke
• Business Process Mapping and Notation - "standard notation readily understandable by all business stakeholders."

  Crafted by business analysts. Implemented by technical developers.

  Reviewed by business managers and performers who will manage and execute the processes.
• Seiri - Tidiness > Throw away all rubbish and unrelated materials.
• Seiton - Orderliness > Set everything in its proper place for quick retrieval and storage.
• Seiso - Cleanliness > Clean the workplace; everyone should be a janitor.
• Seiketsu - Standardized > Standardize the way of maintaining cleanliness.
• Shitsuke - Discipline > Practice "Five S" daily, make it a way of life; this also means commitment.