Many people are familiar with the term PDCA cycle, but do not know the specifics of the cycle and how it can be used to improve business operations. How can we use the PDCA cycle to improve our business?
In this issue, we will introduce the meaning of the term “PDCA cycle” and the concepts and tools for specifically utilizing the PDCA cycle in business operations.
Basics: What is the PDCA Cycle?
PDCA is an acronym for…
Plan
Do
Check
Act
…and the term “PDCA cycle” refers to improving things by repeating these four steps.
The point is that the PDCA cycle is not a one-time event, but to repeat the process of…
Making a plan
Executing the plan
Analyzing the results
Improving problem areas
In other words, once you have progressed to “4. Improving problem areas” you return to the process of making a new plan to improve the problem areas. The ideal way to operate the PDCA cycle is to improve things in a spiral shape by repeatedly improving the plan while performing the PDCA cycle.
PDCA Cycle and BPM
Incidentally, BPM (Business Process Management) is a typical example of corporate activities to improve business operations through the PDCA cycle. The PDCA cycle is a concept that can be applied to a wide range of areas, from business to lifestyle improvement, but the key point of BPM is that it focuses on the flow of business operations (i.e. business processes).
In BPM, the work performed in each step of the PDCA cycle is embodied as follows.
Design and visualization of business processes (Plan)
Sharing and execution of business processes (Do)
Monitoring of business processes (Check)
Analyzing and improving business processes (Act)
Basically, it is the same four steps as the PDCA cycle, but BPM is unique in that visualization and sharing are indispensable. BPM is a method for constantly updating (i.e. optimizing) business processes to their best state by repeating these four steps.
When business processes are constantly optimized, operations can proceed according to the most efficient and error-free procedures at that point in time. This directly affects the quality of the services and products offered by the company, and also improves the work environment by reducing wasteful and unnecessary overtime work.
In addition, if the idea of BPM permeates the organization, even if the organizational structure and social conditions change, it will be possible to flexibly construct business processes that match the changes on the site.
Modeling Operations – Conception and Visualization
Now, I would like to add some additional information about modeling (visualization) of operations, which is necessary to make the PDCA cycle actually useful for business improvement.
Business modeling visualizes the flow of business operations by representing them in a diagram.
For example, it is one way to describe business procedures in writing, such as in a business manual, but by representing them graphically, business procedures can be more easily shared and smoothly executed (Do).
This is an indispensable element of BPM as well, and is a crucial part of the planning and analysis steps of the PDCA cycle.
First of all, when designing a business process, it is important to draw a diagram of the flow of the business to check for things such as:
Whether there are any omissions or gaps in the business process
Are there any unnecessary steps?
Is the flow of the workflow streamlined?
With a diagram these things become easier to check.
In addition, if there is a problem in executing the business process as designed, it is necessary to identify the problem or issue in the process (Check). At that time, if the business process is represented in a diagram it is easier to identify problems and issues because the entire business process can be seen from a bird’s eye view.
The figure above is an example of a business process diagram drawn in BPMN (※) notation. Using this notation is effective in that anyone can easily grasp the flow of the entire business process as long as they understand a few rules.
In addition, if the rules of the business process diagram are shared within the team, changes and modifications to the process can be made smoothly by anyone involved in the business.
※ BPMN (Business Process Model and Notation): A business process drawing method designed to enable many people to intuitively understand the flow of business operations.
Questetra BPM Suite to Support PDCA Cycle Operations
Questetra BPM Suite, as the name suggests, is software that supports business improvement activities in line with the concept of BPM.
For example, Questetra BPM Suite includes the following functions that support the PDCA cycle.
Easy creation of business process diagrams on a PC (Plan – planning and visualization)
Automatic progression of work according to the created business process diagram (Do – Execution)
Ability to refer to data such as the time taken to process a task, each member’s workload status, and results (Check – Analysis).
Easy modification and sharing of business processes on a PC (Act – Improvement)
This is exactly what the Questetra BPM Suite is for, a software to operate the PDCA cycle in a way that is useful for business operations.
In addition, most of these workflow systems and BPM tools are difficult to set up on a server and prepare for use, but Questetra BPM Suite is a cloud-based service that can be used immediately after registration.
Another feature of cloud computing is that the same system used in the office can be easily accessed from anywhere as long as there is an Internet environment. This is a very useful point for improving work efficiency and remote working.
A free trial of Questetra BPM Suite is also available. Please take this opportunity to experience the operation of the PDCA cycle that actually helps your business with Questetra BPM Suite.
Hello, this is Hayashi from the Marketing Department.
In this issue we would like to explain how to improve QCD, which is an indicator when considering business improvement, while introducing successful examples of workflow system utilization.
What is QCD Improvement?
QCD is an acronym for “Quality,” “Cost,” and “Delivery,” three important elements in quality control in the manufacturing industry. Today however, it is widely known as a perspective that can be applied not only in the manufacturing industry, but also in business and daily life.
QCD improvement refers to the following points:
Quality, from low to high
Cost, from high to low
Delivery (time), from slow to fast
This framework can be applied to all industries, not just manufacturing.
We won’t drop the “Q” level
Incidentally, the most important aspect of QCD is the “Q”, or quality. In the manufacturing industry, it represents the quality of products, and in the service industry, it represents the quality of services.
It goes without saying that the basic premise of QCD improvement is that…
Quality must not be compromised
For example, even if cost and delivery time are improved, customer satisfaction will decrease if the product breaks down quickly or is poorly made.
Can’t “C” and “D” be Improved at the Same Time?
On the other hand, the “C” and “D” in QCD are said to be difficult to improve at the same time.
Taking Beaujolais Nouveau wine as an example, if it is delivered by air, it will be delivered on the day the wine is released but it will be expensive. On the other hand, those delivered by sea take longer but are less expensive. It is difficult to achieve both speed and affordability here, and if you try to force delivery to be fast but inexpensive, you may end up compromising the quality of the wine you purchase.
As described above, the three elements in QCD have a deep influence on each other. Therefore, it is important to promote improvement while maintaining a balance in overall QCD. In the next section we will introduce a successful example of balanced QCD improvement using a workflow system.
Examples of Balanced QCD Improvements
Let us look at the case of Sanshin Electronics Co., Ltd as a concrete example of QCD improvement.
The company had originally used a paper-based system for order management, but the problem was that when paper documents were input into Excel and other systems, transcription errors occurred and the speed of internal approvals was slow. In addition, printing and storing paper documents was time-consuming and costly.
The company introduced Questetra BPM Suite, a cloud-based workflow system, to automate operations and make them paperless, and achieved the following results.
Reduced input effort and errors: improved quality
Reduce administrative costs by 50%: lower costs
Shortened time from application to approval: faster delivery
The first benefit is that data that used to be entered into multiple systems and Excel for documentation can now be entered only into Questetra BPM Suite. The workflow system’s features such as automatic entry and automatic PDF generation have also been helpful in reducing time and errors.
The second is the effect of reducing labor and costs related to printing and storing documents by going paperless.
The third benefit is that Questetra BPM Suite is a cloud-based system, which allows easy access to the same system used in the office from anywhere as long as there is an internet connection. The company had been unable to process applications and approvals when the applicant and approver were out of the office, and in some cases it took several days for the documents to be stamped. However, with Questetra BPM Suite, applications and approvals can now be done outside of the office, so there is no longer a backlog of applications in the company.
Looking at the case study as a whole, it can be seen that QCD was improved in a well-balanced manner.
The Role of Workflow Systems in QCD Improvement
We hope you have understood the effectiveness of Questetra BPM Suite, a cloud-based workflow system, in improving QCD from the examples described in the previous section.
A workflow system is software that allows you to easily diagram the flow of business operations on a PC and automatically proceed with operations according to the diagram you have created. A workflow system can be very useful in this type of process.
For example, if the workflow is visualized as a diagram, points for improvement will be easier to find. In addition, when verifying the balance of QCD, data such as the time taken to process work stored in the workflow system will be helpful.
Incidentally, Questetra BPM Suite is also available on a free trial basis. Why don’t you take this opportunity to start improving your QCD with Questetra BPM Suite?
これまで駆け足でボトルネックの実例や改善策を紹介してきましたが、Questetra BPM Suite は、ボトルネックの発見や解消を強力にサポートするソフトウェアです。
たとえば、Questetra BPM Suite では、パソコンの画面上にアイコンを配置していくことでワークフロー図を簡単に作成できます。作成したフロー図に沿って、業務が自動で進行していくため、業務を受け渡す手間もありません。これだけでも、紙の書類による「申請・承認」や「回覧」「稟議」などの業務にかかる時間は大幅にカットできるでしょう。
実際のところ、業務プロセスを図式化したり、変更した業務プロセスをチーム内で共有したりするのは手間がかかります。しかし、Questetra BPM Suite を利用すれば、ボトルネックを発見した後で、業務プロセスを変更・共有するのも簡単です。
こうしてペーパーレス化をおこなうことで、ボトルネックを改善し、業務を効率化した例は多々あります。なお、Questetra BPM Suite には「工程の処理にかかった時間」や「業務プロセス全体のリードタイム」といったデータも蓄積されていくため、業務プロセス改善の効果も検証しやすくなっています。
また、Questetra BPM Suite はクラウド型のツールなので、インターネット環境さえあれば、オフィスにいるときと同じシステムにアクセスできるという強みもあります。出張先や移動中でも業務を処理できるので、「ハンコ待ち」や「承認待ち」によるボトルネックは大幅に改善されるでしょう。
もし、日々の業務に「滞り」や「効率の悪さ」を感じているなら、Questetra BPM Suite で業務プロセスの「ボトルネック」を発見することから始めてみてはいかがでしょうか。
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Excel is used by many business people for tabulation, graphing, document/form creation, data analysis, and other purposes. In this article, we will examine the strengths and weaknesses of Excel and introduce ways to compensate for these weaknesses.
The Strengths of Excel
Excel’s main strengths (and easy to use points) are as follows.
Create like you would on paper (strength of the UI)
Intuitive cell layout with height/width adjustment (strength of the UI)
Formulas and functions allow easy calculation and tabulation (strength of functionality)
The strengths of Excel are its UI, which can be used as if it were paper, and its (spreadsheet) functions, such as calculation and tabulation.
The Weaknesses of Excel
On the other hand, there are weaknesses (points that are difficult to utilize). Specifically, they are as follows:
Difficult for multiple people to process (weaknesses of the UI)
Difficult to share (weakness of functionality)
Difficult to grasp business process and progress/performance (weakness of functionality)
Difficult to manage files (weakness of functionality)
Difficult for multiple users to modify (weakness of functionality)
When using Excel for input work, people may be troubled by the difficulty for multiple people to process, share, or manage files. In particular, when input work involves multiple people, including people in other departments or outside the company, the fact that Excel data can be input as if it were on paper may conversely be a weakness.
It is better for users to be able to see at a glance where they need to input information, as in the case of input forms on websites, so that they can save time and stress by not having to search for the input fields. (Of course, it is possible to create input forms using VBA, etc., but in many cases, only a few people can create such forms, and not everyone can modify them.)
In addition, file sharing after inputting a file requires the user to attach the file to an email, write the body of the email and send it (or upload it somewhere), and so on.
Administrators may often be concerned about where to save the created files, data integration/coordination between files, searching for saved files, and modifying files.
In addition to these, the lack of visualization of the work flow and work progress/performance may be an inconvenience for all parties involved.
How to Compensate for Excel’s Weaknesses
For tasks where multiple people are involved in input/selection, etc., we recommend the cloud workflow Questetra BPM Suite.
In Questetra BPM Suite a workflow diagram determines the flow of work (people involved in the work, process, and order). (See the figure below)
Workflow Diagram Creation Screen
For example, if a job is processed by a part-time worker, an employee, and a manager, three lanes are set up. (For clarity here, we have set up a separate lane for processes that are automatically handled by the system and placed it at the bottom.)
After setting up the lanes, the steps to be processed by each user are set up on each lane. (This can be easily done by selecting and dragging an item from the top of the screen.)
After creating the workflow diagram, set the name and contents of each process. For example, in Process 1, which is handled manually, set the items (data containers) to be input by part-time workers. Then a processing screen (input form) will be automatically created. (See figure below)
Image of the processing screen (input form)
The processing screen image uses some of the items that can be set. The specific contents are as follows.
Items where one line of text can be entered
Items that allow multiple lines of text to be entered
Numeric fields
Items for date entry
Items that allow selection of options from a drop-down menu
Items that allow files to be attached
Bulletin board function for communication between staff members
Multiple rows/columns can be entered
A button for completing the process (pressing this button will automatically advance to the next process)
In addition, the following automatic process can be used with the automatic processing step placed in the lane at the bottom of the workflow diagram creation screen.
Timer: Automatically starts on a set date, day, time, etc.
Parallel processing: Multiple processes are requested at the same time (multiple people can process tasks at the same time)
Automatic Process 1: Numerical values/dates are automatically calculated and the wording is automatically updated
Conditional branching: Automatic selection of the path to be taken depending on the set conditions
Automatic email sending: Pre-set content automatically inserted into email and sent.
Automatic saving to storage: (In this case, Box) Automatic saving to a predefined destination.
We have mainly introduced workflow diagrams, processing screens, and some automated processing items.
In addition to this, it is also possible to graphically visualize the processing results and progress of each process on a workflow diagram. It is also possible to connect to various cloud services other than Box, such as Google Workspace, kintone, Slack, etc. to perform automatic processing. Furthermore, data such as input information can be searched/displayed/sorted/reused (in another workflow process) on Questetra BPM Suite. (It is also possible to save the data to external cloud storage that is linked to Questetra BPM Suite)
With Questetra BPM Suite, the following weaknesses of Excel can be overcome
Difficult for multiple people to process (weaknesses of the UI)
→ Solved with processing forms
Difficult to share (weakness of functionality)
→ Resolved using automatic email sending, etc.
Difficult to grasp business process and progress/performance (weakness of functionality)
→ Solved with workflow diagrams and visualization functions
Difficult to manage files (weakness of functionality)
→ Solved by database functionality/cloud integration
Difficult for multiple users to modify (weakness of functionality)
→ Solved with authorization functions and workflow diagrams
In this way, we recommend a semi-Excel-free approach, in which the weak points of Excel are compensated for by Questetra BPM Suite, and the strong points of Excel are used as they are.
Utilizing Excel’s strong points only
You can try the Cloud Workflow Questetra BPM Suite below. Please try it out and see how you can create a business system with no code.
実際のところ、マニュアルや業務フロー図を作成するのは骨の折れる作業ですが、Questetra BPM Suite ではパソコン上でアイコンを配置していくことにより、簡単に業務フロー図を作成できます。業務は作成したフロー図に沿って自動で進行し、進捗状況も「トークン」と呼ばれるアイコンの移動によってわかりやすく可視化されます。¥
＜Questetra BPM Suite：ワークフローのサンプル画面＞
また、Questetra BPM Suite で業務プロセスを構築する際には、業務で必要とされるルールも同時に設定しなければなりません。こうして設定した業務上のルールや手順は、業務プロセスを通じて自動的にチーム内で共有されることになります。
作業の細かな部分についてはマニュアルが必要かもしれませんが、 Questetra BPM Suite を使用することにより、「業務全体の流れ」や「手順」はオープンな状態になるため、あらためてこれらについてマニュアルを作成する必要はありません。
あのとき、Questetra BPM Suite があれば…
さて、弊社ではもちろん業務に Questetra BPM Suite をフル活用しています。おかげで業務の「プロセス」や「進捗状況」はオープンになり、リモートワークにおける業務の進行や勤怠管理もスムーズにおこなわれていると思います。
上述した「業務がブラックボックス化してしまった」会社でも、Questetra BPM Suite を利用していれば、デスクがゴミ屋敷化したり、案件が放置されてしまったりすることもなかったのではないかと思います。何より、業務の引き継ぎはもっとスムーズだっただろうなあ…。
まあ、そんなことを今更いっても始まりませんが、業務を「ブラックボックス」や「ゴミ屋敷」にしてしまわないためにも、業務のマニュアル化・標準化に Questetra BPM Suite をぜひご活用ください。無料お試しも可能ですよ。
先日お客様から、業務フロー図や BPMN（Business Process Model and Notation）について、「（学習用の）動画やラーニングのサービスはないのですか？」というお問い合わせがありました。
弊社が提供している Questetra BPM Suite における業務フロー図の表記は、BPMN（Business Process Model and Notation）に準じています。この BPMN 、「多くの人が直観的に業務の流れを理解できる」ことを目標に考案された業務プロセスの表記法（描画技法）なのですが、表記ルールや図の作成については「難しい」「難しそう」と考えている方も少なくないようです。
まず、このケースで業務を最適化するためには、何よりも FAX でおこなっていた業務をペーパーレス化することが先決です。そこで同社は Questetra BPM Suite を導入し、業務の自動化・ペーパーレス化に踏み切りました。
具体的には、Questetra BPM Suite に施工計画のデータを投入し、それに沿って依頼書や通知書といった書類の PDF ファイルが自動生成されるようにしました。これらのファイルは協力会社にメールで自動送信されるため、現場監督における「書類作成」や「外部とのやり取り」の負担は大幅に軽減されます。協力会社側も、メールに簡単なコメントをつけて返信するだけで工事終了報告や請求処理通知をおこなえるため、業務がよりスムーズに進行するようになりました。
また、Questetra BPM Suite が生成したファイルは、Google ドライブにも自動保存されます。そのため、現場監督は書類の内容をスマートフォンやタブレットで『現場にいながら』確認できるようになりました。もう「受信した FAX を確認するため」だけにオフィスに戻る必要はありません。
つまり、株式会社一条工務店仙台の事例で、業務の最適化に BPM ツールである Questetra BPM Suite が使用されたのは必然ともいえるでしょう。業務の最適化とは、業務プロセスにおける問題や課題を洗い出し、それらを改善していくことですが、この作業をおこなう上で BPM ツールが果たす役割は決して小さくありません。
たとえば Questetra BPM Suite では、パソコンの画面上で業務プロセス図を描き、その通りに自動で業務を進めることができます。さらに、業務に関するデータも蓄積されていくので、過去の事例を参照するのも容易です。こうした業務の可視化やデータ参照の利便性は、業務に潜む課題や問題を見極めやすくして、業務の最適化を強力にサポートします。
さて、すでに述べましたが、「孤独感」はリモートワークの意外と大きな落とし穴です。これは性格にもよりますが、リモートワークを続けていると、自宅で1人で仕事をすることに耐えられず、「オフィスに出勤したい」という人も出てきます。こうしたことを考えると、リモートとはいえ、何らかのコミュニケーション手段を確保しておくことや、コミュニケーションの機会を持つことの重要性がわかります。たとえばクエステトラ社では、業務の進行や管理を Questetra BPM Suite でおこなっていますが、その機能のひとつに「オープンチャット」というものがあります。これは、社内やチーム内でチャットをおこなえるコミュニケーションツールであり、@マークを付けて個人にメンションを飛ばすことも可能です。私はおもに業務上の連絡にこのオープンチャットを使用していますが、こうしたチャットツールは、
また、チャットでは解決できないような入り組んだ話の場合は、私たちは Google Meet でビデオミーティングをおこないます。これも、延々とチャットでやり取りをしているよりも、対面で話したほうが遥かにスムーズだからです。こうした ビデオミーティングやオープンチャットで、私の場合はある程度コミュニケーションの問題はクリアできていると思います。ちなみに、弊社のオープンチャットでは、たまに（しばしば？）雑談めいたやり取りもおこなわれますが、特にリモートワークにおいては、こうしたコミュニケーションも必要なのかもしれませんね。
その4：「共有」を大切にする
上記のコミュニケーションの話とも密接に関係してきますが、リモートワークにおいては、オフィス勤務以上に、さまざまな「共有」が大切であることを実感しています。この「共有」は、小さなところでは「職場での話題」といったものから、業務に必要な情報やデータまでさまざまです。ここでまた Questetra BPM Suite の話になりますが、私がスムーズにリモートワークをおこなえているのは、大前提として Questetra BPM Suite によって業務プロセスが共有されていることによります。たとえば Questetra では、下図のように業務の進捗状況がひと目でわかるように表示されます。
ことはとても大切です。たとえば、Questetra BPM Suite はクラウド型のサービスであり、インターネット環境さえあれば、どこからでもオフィスにいるときと同じシステムにアクセスして作業できるという特長があります。また、業務フロー図に沿って業務が自動で進行するため、自宅で作業をしていても、業務の受け渡しをスムーズにおこなえます。これもリモートワークにおいて重要なポイントですね。
