Key Work Systems and Processes
Larry Potterfield
Founder and CEO
What is a Work System?
A group of Processes designed to work together
What is a Process?
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A Process is a series of related steps designed to accomplish a simple task
Taking out the trash is a process
Making the bank deposit
Getting ready for work
There are millions of processes
MidwayUSA has over 1500 documented processes
We manage our processes with ISO
What are Key Processes?
Really important, in creating the Customer
value promised
Organizational Level vs Department Level
• Organizational-Level Work System
• Department-Level Work Systems
• Within departments processes are organized into areas or sections
The MidwayUSA Mission
“We are an internet retailer of shooting, hunting and
outdoor products . . .”
MidwayUSA Key Work System
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Customers expect that they can do business with us;
What must we do to make it easy for our Customers to do that?
Merchandising (product selection, management, purchasing - fill up the warehouse)
Marketing (tell the Customers what you have – website)
Customer Support (taking orders on the internet and by phone)
Logistics (shipping the order)
The MidwayUSA Work System is: Merchandising, Marketing, Customer Support
and Logistics.
Key Processes
• MidwayUSA Key Processes?
• The most important processes within our work systems
• The MidwayUSA Company-level Work System is: Merchandising, Marketing,
Customer Support and Logistics.
• The Company-level Key Processes are the same.
Core Competencies
• Our key work systems
– Merchandising
– Marketing
– Customer Support
– Logistics
Logistics Key Work System
– Logistics Department (work system)
• Receiving
• Repackaging
• Stocking
• Picking
• Packing
• Warehousing
• Inventory Control
• Return Processing
Key Work Systems and Processes
• At the Organizational Level
• At the Departmental Level
• Core Competencies in your Key Processes
Key Processes and Work Systems
Larry Potterfield
Founder and CEO