1. Thomas Jussen, Mirko Kloppenburg
Best Practice in Process Management
Lufthansa Technik AG
Management System, HAM TQ32/D Organization-wide defined process model
Weg beim Jäger 193
22335 Hamburg Hamburg, February 2012

2. Overview
Organization-wide defined process model
Questions answered by workshop key findings:
What’s the right depth and width of the process model?
- What’s the right number of levels?
- What’s the right level of detail?
- Which processes should be described?
How to implement operational information?
How to implement location-specific procedures?
Best Practice in Process Management
Organization-wide defined process model – Feb 2012, Page 2
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3. What‘s the right depth and width of the process model?
Width
Key Findings
Depth and width of the process model correlate
The root of the process model is a process map
- Core- / support- / management processes
The detailing ends with reference to
(manufacturer’s) manuals / operative documents
The right depth and width of the process model is
determined by the aims of the management
system and an individual decision
Depth
Best Practice in Process Management
Organization-wide defined process model – Feb 2012, Page 3
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4. What‘s the right depth and width of the process model?
The organization’s management system… Width
De
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Depth
Best Practice in Process Management
Organization-wide defined process model – Feb 2012, Page 4
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Subject to restrictions and disclaimer on last page.

5. What‘s the right depth and width of the process model?
The organization’s management system… Width
epicts higher level directives,
Depth
Best Practice in Process Management
Organization-wide defined process model – Feb 2012, Page 5
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Subject to restrictions and disclaimer on last page.

6. What‘s the right depth and width of the process model?
The organization’s management system… Width
 integrates level directives,legislative
epicts higher normative and
requirements,
Depth
Best Practice in Process Management
Organization-wide defined process model – Feb 2012, Page 6
Copyright© Lufthansa Technik AG. All rights reserved.
Subject to restrictions and disclaimer on last page.

7. What‘s the right depth and width of the process model?
The organization’s management system… Width
 integrates level directives,legislative
epicts higher normative and
requirements,
erves as basis for process improvement,
Depth
Best Practice in Process Management
Organization-wide defined process model – Feb 2012, Page 7
Copyright© Lufthansa Technik AG. All rights reserved.
Subject to restrictions and disclaimer on last page.

8. What‘s the right depth and width of the process model?
The organization’s management system… Width
 integrates level directives,legislative
epicts higher normative and
requirements,
erves as basis for process improvement,
llows assignment of responsibilities,
Depth
Best Practice in Process Management
Organization-wide defined process model – Feb 2012, Page 8
Copyright© Lufthansa Technik AG. All rights reserved.
Subject to restrictions and disclaimer on last page.

9. What‘s the right depth and width of the process model?
The organization’s management system… Width
 integrates level directives,legislative
epicts higher normative and
requirements,
erves as basis for process improvement,
llows assignment of responsibilities,
ases training of employees,
Depth
Best Practice in Process Management
Organization-wide defined process model – Feb 2012, Page 9
Copyright© Lufthansa Technik AG. All rights reserved.
Subject to restrictions and disclaimer on last page.

10. What‘s the right depth and width of the process model?
The organization’s management system… Width
 integrates level directives,legislative
epicts higher normative and
requirements,
erves as basis for process improvement,
llows assignment of responsibilities,
ases training of employees,
upports daily business,
Depth
Best Practice in Process Management
Organization-wide defined process model – Feb 2012, Page 10
Copyright© Lufthansa Technik AG. All rights reserved.
Subject to restrictions and disclaimer on last page.

11. What‘s the right depth and width of the process model?
The organization’s management system… Width
 integrates level directives,legislative
epicts higher normative and
requirements,
erves as basis for process improvement,
llows assignment of responsibilities,
ases training of employees,
upports daily business,
 is used as bi-directional
communication platform, ? ! ? !
acilitates active process management,
nfolds possibilities for informal discussions.
Depth
Best Practice in Process Management
Organization-wide defined process model – Feb 2012, Page 11
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Subject to restrictions and disclaimer on last page.

12. What‘s the right depth and width of the process model?
The organization’s management system…
low
Degree of integration of management system
depicts higher level directives,
integrates normative and legislative requirements,
serves as basis for process improvement,
allows assignment of responsibilities,
eases training of employees,
supports daily business,
is used as bi-directional communication platform,
? ! ? !
facilitates active process management,
high
unfolds possibilities for informal discussions.
Best Practice in Process Management
Organization-wide defined process model – Feb 2012, Page 12
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Subject to restrictions and disclaimer on last page.

13. How to implement operational information:
Target group oriented placement
Placement of operational Placement of operational
information in process information only
descriptions and linked in linked documents
documents
Criterium to decide where to place the necessary operational information:
Who is my “customer” and how can process management support him?
- Can the employee, who needs to be provided with the information, access
the process management system within his flow of work?
- Does the system help or handicap the employee in his routine?
Best Practice in Process Management
Organization-wide defined process model – Feb 2012, Page 13
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Subject to restrictions and disclaimer on last page.

14. How to implement location-specific procedures?
 Implementation of location-specific  Mandatory Group Processes
procedures only in operational complemented with location-
documents linked within the process specific processes
A B
A B
Best Practice in Process Management
Organization-wide defined process model – Feb 2012, Page 14
Copyright© Lufthansa Technik AG. All rights reserved.
Subject to restrictions and disclaimer on last page.

15. Overview
Organization-wide defined process model
Questions answered by workshop key findings:
What’s the right depth and width of the process model?
- What’s the right number of levels?
- What’s the right level of detail?
- Which processes should be described?
How to implement operational information?
How to implement location-specific procedures?
Best Practice in Process Management
Organization-wide defined process model – Feb 2012, Page 15
Copyright© Lufthansa Technik AG. All rights reserved.
Subject to restrictions and disclaimer on last page.

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For additional information, please contact:
Mirko.Kloppenburg@BPinPM.net
Lufthansa Technik AG, HAM TQ32/D
Weg beim Jäger 193
22335 Hamburg, Germany
Thank you for your attention.
Copyright© Lufthansa Technik AG. All rights reserved.
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Best Practice in Process Technik AG,
its subsidiaries and affiliates neither expresslyPage conclusively accept responsibility or liability for the actuality, accuracy and
Organization-wide defined process model – Feb 2012, nor 16
completeness of the statements rights information contained in this publication.
Copyright© Lufthansa Technik AG. All and reserved.
Subject to restrictions and disclaimer on last page.