,Aantekeningen Procesmanagement..........................................................................................5
Hoofdstuk 1 – Procesmanagement............................................................................................6
De PDCA-cyclus.......................................................................................................................6
Verschillen tussen processen.................................................................................................7
Ontwikkeling van kwaliteitsdenken........................................................................................8
Het INK-model........................................................................................................................8
De IMWR-cyclus.....................................................................................................................9
Vijf fasen van volwassenheid...............................................................................................10
Procesmanagement afstemmen op de organisatie.............................................................11
Hoofdstuk 2 – Processen beschrijven.......................................................................................12
Verschillende detailniveaus..................................................................................................12
Risico's beheersen................................................................................................................13
Standaardprocessen.............................................................................................................14
RASCI....................................................................................................................................16
SIPOC....................................................................................................................................16
SqEME...................................................................................................................................17
Hoofdstuk 3 – Processen besturen...........................................................................................18
Balanced Scorecard..............................................................................................................19
SMART-doelstellingen...........................................................................................................19
Kritische succesfactoren.......................................................................................................20
Prestatie-indicatoren............................................................................................................21
Bijsturen van processen.......................................................................................................22
Throughputregeling..............................................................................................................22
Hoofdstuk 4 – Processen analyseren........................................................................................24
2. Het procesverloop analyseren..........................................................................................24
3. De prestaties van een proces analyseren.........................................................................25
Kwaliteit en klanttevredenheid............................................................................................27
Little's Law............................................................................................................................29
Hoofdstuk 5 – Processen verbeteren.......................................................................................35
1. Aspecten die een rol spelen bij het verbeteren van processen.......................................35
Negatieve effecten van prestatiemanagement....................................................................37
, 2. Specifieke verbetermethoden..........................................................................................38
Acht soorten verspilling........................................................................................................39
Methoden om Lean toe te passen.......................................................................................39
C. Theory of Constraints.......................................................................................................40
C. Total Quality Management...............................................................................................43
5. Verschillende vormen van innovatie................................................................................45
6. Proces-efficiëntie..............................................................................................................46
7. Verandering succesvol uitvoeren.....................................................................................46
Hoofdstuk 6 – Six Sigma en klantgerichte procesverbetering..................................................47
1. Definitiefase van een Six Sigma-verbeterproject.............................................................47
3. Critical to Quality..............................................................................................................48
4. House of Quality...............................................................................................................48
Hoofdstuk 7 – Kwaliteitsmatrix, Value Stream Mapping en leiderschap.................................49
6. Value Stream Mapping.....................................................................................................51
8. De acht stappen van Kotter..............................................................................................52
Oefentoets 45 Q&A..................................................................................................................54
15 open vragen.....................................................................................................................54
15 meerkeuze.......................................................................................................................58
15 fill in the blank.................................................................................................................62
Top 20 kernbegrippen..............................................................................................................64
Top 8 tentamen instinkers........................................................................................................66
Tentamen checklist 2026..........................................................................................................66
,
Hoofdstuk 1 – Procesmanagement............................................................................................6
De PDCA-cyclus.......................................................................................................................6
Verschillen tussen processen.................................................................................................7
Ontwikkeling van kwaliteitsdenken........................................................................................8
Het INK-model........................................................................................................................8
De IMWR-cyclus.....................................................................................................................9
Vijf fasen van volwassenheid...............................................................................................10
Procesmanagement afstemmen op de organisatie.............................................................11
Hoofdstuk 2 – Processen beschrijven.......................................................................................12
Verschillende detailniveaus..................................................................................................12
Risico's beheersen................................................................................................................13
Standaardprocessen.............................................................................................................14
RASCI....................................................................................................................................16
SIPOC....................................................................................................................................16
SqEME...................................................................................................................................17
Hoofdstuk 3 – Processen besturen...........................................................................................18
Balanced Scorecard..............................................................................................................19
SMART-doelstellingen...........................................................................................................19
Kritische succesfactoren.......................................................................................................20
Prestatie-indicatoren............................................................................................................21
Bijsturen van processen.......................................................................................................22
Throughputregeling..............................................................................................................22
Hoofdstuk 4 – Processen analyseren........................................................................................24
2. Het procesverloop analyseren..........................................................................................24
3. De prestaties van een proces analyseren.........................................................................25
Kwaliteit en klanttevredenheid............................................................................................27
Little's Law............................................................................................................................29
Hoofdstuk 5 – Processen verbeteren.......................................................................................35
1. Aspecten die een rol spelen bij het verbeteren van processen.......................................35
Negatieve effecten van prestatiemanagement....................................................................37
, 2. Specifieke verbetermethoden..........................................................................................38
Acht soorten verspilling........................................................................................................39
Methoden om Lean toe te passen.......................................................................................39
C. Theory of Constraints.......................................................................................................40
C. Total Quality Management...............................................................................................43
5. Verschillende vormen van innovatie................................................................................45
6. Proces-efficiëntie..............................................................................................................46
7. Verandering succesvol uitvoeren.....................................................................................46
Hoofdstuk 6 – Six Sigma en klantgerichte procesverbetering..................................................47
1. Definitiefase van een Six Sigma-verbeterproject.............................................................47
3. Critical to Quality..............................................................................................................48
4. House of Quality...............................................................................................................48
Hoofdstuk 7 – Kwaliteitsmatrix, Value Stream Mapping en leiderschap.................................49
6. Value Stream Mapping.....................................................................................................51
8. De acht stappen van Kotter..............................................................................................52
Oefentoets 45 Q&A..................................................................................................................54
15 open vragen.....................................................................................................................54
15 meerkeuze.......................................................................................................................58
15 fill in the blank.................................................................................................................62
Top 20 kernbegrippen..............................................................................................................64
Top 8 tentamen instinkers........................................................................................................66
Tentamen checklist 2026..........................................................................................................66
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