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所在平台: Coursera |
课程主页: https://www.coursera.org/learn/illinois-tech-operations-process-management
课程评论：没有评论
课程名称：运营与流程管理 课程概述：本课程旨在教授学生如何成功分析商业流程，研究流程改进的方法，并将改进方法以优先和可操作的方式融入商业流程中。课程的目标是使学生接触到一套通用的商业流程，并提供一个正式的方法来改进和监控这些流程的健康状况，学生可以在当前或未来的机会中应用这些知识。 课程大纲： 模块1：绩效提升方法论 本模块介绍六步流程改进方法的概述，包括问题定义、现状与理想状态的分析、优先级制定、行动计划以及关键绩效指标的使用。 模块2：持续改进运动与工具 通过对比不同的质量模型，探讨如何利用定性和定量工具分析现状流程，了解六西格玛、ISO及Baldridge模型等质量框架，并学习亲和图、帕累托图和因果图等重组工具。 模块3：流程映射、历史数据与绩效指标 讨论流程映射的概念，强调历史数据的使用和绩效指标的设定，通过实际面谈技巧来有效映射一个流程。 模块4：风险管理与项目管理 审视如何平衡运营效率与业务风险，并探讨项目管理的相关实践，学习项目经理的理想特质及实际案例分析。 模块5：企业流程的卓越性 揭示现实世界中运营流程审计的领先技术，通过回顾客户导向、业务需求、成本管理等主题，引入有趣的游戏形式加深理解，并通过案例研究深入讨论营销功能的流程方法论。 模块6：行动计划与变更管理 探讨行动计划的制定和变更管理，理解改进过程中的人际因素，学习如何避免文化毒害，以HR功能的案例进一步阐述课堂概念。 模块7：量化流程改进 关注操作变更的商业影响和财务价值，通过定义价值和ROI模型来量化价值，并进行实际计算以确保全面理解。 模块8：技术洞察与课程总结 讨论运营趋势，包括韧性、灵活性和可持续性，覆盖人工智能、物联网、区块链等新技术，最后回顾课程的主要学习点。 总结性课程评估 通过评估测试学生对课程材料的理解和应用能力，帮助学生检验其所学知识。
Name:Module 1: Performance Improvement Methodology
Description:Welcome to Operations and Process Management! The course focuses on teaching students how to successfully analyze a business process, research methods of improving a process, and adapt/integrate the improvement methods into the business process in a prioritized and actionable manner. The goal of the course is to expose students to a universal set of business processes and provide them with a formal approach to improving and monitoring the health of those processes. Module 1 presents an overview of a six-step process improvement methodology. Lesson one will review the overall model and focus on defining the problem. Lesson two is a detailed discussion of the As Is and Should Be processes to help understand the current and desired states. Lesson three is understanding how to prioritize gaps, create business-ready action plans and use key performance indicators to measure and monitor changes.
Name:Module 2: Continuous Improvement Movements, Continuous Improvement Tools
Description:This module will compare and contrast quality models. It will also discuss the use of qualitative and quantitative tools to analyze the As Is process. Lesson one will review Six Sigma, ISO and Baldridge models to understand quality, policies and procedures and process excellence frameworks. Lessons two and three will review reengineering tools like Affinity Diagrams, Pareto Charts, Cause and Effect Diagrams, and Control Charts. These tools are mutually exclusive and collectively exhaustive to help diagnose the current state of a process.
Name:Module 3: Process Mapping, Historical Data and Performance Measures
Description:This module discusses that process mapping is not a flow chart but rather the inputs, activities and outputs that create a process. During this module we also cover the use of historic data to understand the As Is environment better and how to leverage performance measures to monitor changes once made. Lesson one is dedicated to process mapping and covers keys to effective interviewing as it is central to mapping a process. Lesson two reviews a model to collect and use historic data. The third lesson presents an approach to creating performance measures and effectively using them.
Name:Module 4: Risk Management and Project Management
Description:This module will review why it is important to balance operational efficiency with business risk. It will also discuss how operations management are a series of projects that must be managed. In Lesson one risk management is covered and reviews the adverse impacts risk can have on business processes. In the Lesson two project management practices are reviewed and attributes of the ideal project manager is revealed. Lesson three is a case from the finance and accounting function going through the full process methodology to see it work in action.
Name:Module 5: Excellence in Business Processes
Description:This module uncovers leading operational process audit techniques used by real-world practitioners. The first lesson is a review of multiple topics like customer orientation, business requirements, cost management and a focus on simplicity. The second lesson is a fun review of the prior lessons' concepts in the form of an engaging game. The third lesson is another detailed case study, this time from the marketing function, that will review the process methodology in detail via a real-world example.
Name:Module 6: Action Plans and Change Management
Description:This module is about action plans and change management. In the first lesson action plans are explored. These plans are not only mini project plans but a business case to turn an idea into an action. The second lesson covers change management and that is understanding the human side of improvements. It covers practices to prevent creating a toxic culture that can sometimes envelop operational changes. The third lesson is an exercise along with a detailed case using the HR function as a way to further illustrate class concepts in real-world scenarios.
Name:Module 7: Quantifying Process Improvements
Description:This module is about quantifying the business impact and financial value of operational changes. The first lesson is defining value and presenting the ROI Process model to quantify value. The second lesson provides an in-depth case example of the ROI Process in action. It will go through mechanical computations to estimate, isolate and adjust numbers to create an ROI. The third lesson is exercises you will work on to ensure you fully understand how to use the ROI Process model.
Name:Module 8: Technology Insights and Course Wrap Up
Description:This module begins with a discussion of operations trends including resiliency, agility and sustainability. As the module progresses to the second lesson more details are reviewed around emerging technologies and how these can be excellent enablers for operational and process changes. Technologies like AI, IoT, Blockchain, Digitization, and Robotics will be covered. The final module is a review of major teachable moments from our course recapping the model, change management, action plans, Risk, ROI, project management and other concepts.
Name:Summative Course Assessment
Description:This module contains the summative course assessment that has been designed to evaluate your understanding of the course material and assess your ability to apply the knowledge you have acquired throughout the course.
The course focuses on teaching students how to successfully analyze a business process, research methods of improving a process, and adapt/integrate the improvement. methods into the business process in a prioritized and actionable manner. The goal of the course is to expose students to a universal set of business processes and provide them with a formal approach to improving and monitoring the health of those processes that they can apply in a current or future opportunity.
