The products and services organisation

About the book
About the contents
Intended audience
Why has this book been written?
About the author
Introduction
1. Essentials of the PSO
Principles of the PSO
Customer oriented
Quality is paramount
Employees take centre stage
Continuous improvement
Decentralised improvement
Objectives of the PSO
Ensuring quality
Utilising quality
Maintaining quality
Developing quality
Key features of the PSO
Explicit focus on products and services
Clear distinction betwee strategy, vision, configuration and execution
Role based
Structures of the PSO
Horizontal structure
Horizontal structure - dynamics
Vertical structure
Vertical structure - dynamics
Business objects structure
2. Business object model of the PSO
Responsibility hierarchy
Entity relations
Object orientation
Properties
Inheritance
Reference
Overview
Definitions
Properties
Business object
Business object model
Framework of products and services
Products and services catalogue (short 'Catalogue')
Production object
Internal product
Activity
Delivery object
Product
Service
Work process
Work process step
Work instruction
Skill
Resource body
Prioritisation body
Quality body
Requirements
Business object
Business object model
Framework of products and services
Products and services catalogue
Production object
Internal product
Activity
Delivery object
Product
Service
Work process
Work process step
Work instruction
Skill
Resource body
Prioritisation body
Quality body
Notation of structures of responsibility
Criteria related to notation
Aspects of business operations
Method of description
Issues regarding RACI
Question versus method of description
Roles versus job titles
Production objects versus delivery objects from different perspectives
3. Agile within the PSO
Aspects of Agile
Scrum
Kanban
Considerations regarding implementation
Agile
Scrum
Kanban
Also worth noting
4. Lean within the PSO
Aspects of Lean
Value
Value stream
Flow
Pull
Perfection
Considerations regarding implementation
Value
Value stream
Flow
Pull
Perfection
PDCA cycle
Also worth noting
5. Human resource management within the PSO
Aspects of human resource management
Recruitment
Hiring
Onboarding
Skills development
Absence management
Career guidance
Safeguarding working conditions
Assessment
Incident management
Employment termination
Off boarding
Work organisation
Work improvement
Considerations regarding the configuration
Traditional versus products and services setup
Considerations per aspect
Also worth noting
Résumé
6 . Setting up the PSO
What entails setting up?
Aspects of configuration
Considerations regarding setting up structures
Horizontal structure
Business objects structure
Communication
Chronology of implementation
Dependencies
Chronology
Appendices
Practical examples
Human Resource Management
Operation
Template examples
Terminology
Sources
Contact data author
Template examples
Governing body
Framework of products and services
Delivery object (product or service)
Production object (internal product or activity)
Products and services catalogue
Work process
Work process step
Work instruction