Improving quality and performance by transfroming from functional structure into process-based structure at Serenco Company

HO CHI MINH CITY OPEN UNIVERSITY UNIVERSITÉ LIBRE DE BRUXELLES

SOLVAY BRUSSELS SCHOOL OF

ECONOMICS & MANAGEMENT

MBQPM5

PHẠM VĂN THUẬN

IMPROVING QUALITY AND PERFORMANCE

BY TRANSFROMING FROM FUNCTIONAL

STRUCTURE TO PROCESS - BASED

STRUCTURE AT SERENCO COMPANY

MASTER FINAL PROJECT

MASTER IN BUSINESS QUALITY AND PERFORMANCE MANAGEMENT

Tutor: Jacques Martin

Ho Chi Minh City

(2016)

Statement of Authentication

I certified that this report is my own work and this work has not been presented

elsewhere for assessment. All materials and resources used in this report have

been properly acknowledged and referred.

Acknowledgements

I would like to thank Professor Jacques Martin and other professors form Solvay

Program for providing me good knowledge and materials about quality and

performance.

I would like to thank my classmates for their helps during class time and during my

doing the assignment.

I would also like to thank my colleagues at Serenco for their support me in getting

information and reports.

Academic tutor and practical tutor’s comments

Table of Contents

INTRODUCTION .................................................................................................................................... 1

1. Company Overview ..................................................................................................................... 1

2. Challenges for STECH ................................................................................................................ 4

3. Project objectives and scopes ...................................................................................................... 4

Chapter 1 ANALYSING THE CURRENT SITUATION OF STECH ............................................... 6

1. The organization structure analysis ........................................................................................... 6

2. Process management analysis ..................................................................................................... 9

3. Analysis the business results in quality and performance ..................................................... 10

Chapter 2 – ORGANIZATION TYPES AND THE CHOICE OF STECH ..................................... 13

1. Types of Organizational structure ........................................................................................... 13

2. The choice for STech ................................................................................................................. 18

3. The roadmap for transforming from functional to process - based structure ..................... 19

Chapter 3 – STRATEGY ANALYSIS, DEVELOPMENT AND PLANNING ............................... 20

1. Strategy Analysis ....................................................................................................................... 20

2. Strategy development ................................................................................................................ 24

2.1 Strategy statement ....................................................................................................................... 24

2.2 The strategy map ......................................................................................................................... 25

Strategy map comments ...................................................................................................................... 26

3. Planning ...................................................................................................................................... 27

Chapter 4 – DESIGN CORE PROCESSES .................................................................................... 28

1. Develop core processes .............................................................................................................. 28

2. Process flow chart ...................................................................................................................... 34

Chapter 5 - RE-DESIGN THE ORGANISATIONAL STRUCTURE ............................................. 37

1. Changing the organization structure ....................................................................................... 37

2. Change in roles and responsibilities ......................................................................................... 38

3. Aligning processes and organizational structure .................................................................... 39

Chapter 6 – PROCESS IMPLEMENTATION PLAN ...................................................................... 41

1. Implementation process ............................................................................................................ 41

2. Development of process management tools ............................................................................. 41

Chapter 7 – MEASUREMENT & DASHBOARD ............................................................................ 43

1. Performance management approach ....................................................................................... 43

2. Process measurement ................................................................................................................ 44

3. Performance summary report .................................................................................................. 51

CONCLUSIONS .................................................................................................................................... 52

1. The application and usefulness of the project ......................................................................... 52

2. What are the next steps ............................................................................................................. 52