Supply Chain Operations Reference (SCOR)

The Supply Chain Council (SCC) SCOR Framework is the last process framework that I will discuss at this time. It provides and integrated end-to-end process,value chain, within an organisation linking both suppliers and customers.I have used this framework many times to categorise process types. SCOR has six major management processes types:

1. Plan - describe the activities associated with developing plans to operate the supply chain.
2. Source- describe the ordering (or scheduling of deliveries) and receipt of goods and services.
3. Make - describe the activities associated with the conversion of materials or creation of the content for services.
4. Deliver - describe the activities associated with the creation, maintenance and fulfillment of customer orders.
5. Return - describe the activities associated with the reverse flow of goods.
6. Enable - describe the activities associated with the enabling the management of the supply chain.

There are recommended metrics for each of the process categories. This is very useful as developing and managing processes without metrics is pointless exercise.

The SCOR model has 3 levels of processes shown in the diagram below with levels 4 and 5 defined as business and organisation specific.

The SCOR process architecture can be easily transformed into an application requirements diagram:

I have used this in the past to analyse the gaps in the supply chain architecture and put a place a strategy and budget to fill the gaps.You may notice I have added design in this diagram, this is an extension to SCOR covered in DCOR.

Information Technology Infrastructure Library (ITIL)

Managing Information Technology (IT) is a Resource Process Category supporting the Value Chain. ITIL is a “best practice”approach that has been proven in practice and is accepted by organisations focused on improving their IT services. ITIL can be used as framework and as a reference model on which to develop IT service processes that integrate with the daily operations of an organisation. Using a framework can accelerate the development of the processes and provides a checklist  to ensure all requirements are covered.

The above diagram is a high level representation of the ITIL framework created in ARIS Express. From the above EPC Value Chain Diagram more detailed processes can be developed and linked providing a process map. ITIL has five process groups that cover the processes required for the planning, design and development of the day to day operations of an IT Services operation and the continual improvement of those processes.

1. Service Strategy
2. Service Design
3. Service Transition
4. Service Operation
5. Continual Service Improvement

The ITIL framework is not just a reference mode for IT Service Organisations. I have on past  projects, referred to the ITIL Framework when developing customer service help desk processes when integrating with CRM.

One of the major advantages of using standard frameworks is that they often come with suggested Key Performance Indicators (KPIs). KPIs are used to continuously monitor the performance of key business processes as part of a continuous process improvement programme, and also be used to compare a company's performance against it’s competitors in a similar industry segment. Below is a list of suggested KPI’s associated with ITIL Incident Management.