| Description |
1 online resource (239 pages) |
| Contents |
Cover -- Half Title -- Title Page -- Copyright Page -- Dedication -- Table of Contents -- List of Figures -- List of Tables -- Preface -- Acknowledgements -- 1. Service Science -- Service Science Foundations -- Manufacturing Vs. Service -- Service Science Practitioners -- Evolution of Business Process Management -- Structure of the Book -- Define Value from the Customer's Perspective (Chapter 3) -- Create a Business Process Map (Chapter 4) -- Remove Waste from the Process (Chapter 5) -- Create Customer's Consumption Map (Chapter 6) -- Add Value for Customers (Chapter 7) |
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Determine Capacity Levels (Chapter 8) -- Calculate Capacity Buffers (Chapter 9) -- Create Performance Metrics (Chapter 10) -- Statistically Monitor Performance (Chapter 11) -- Improve the Process (Chapter 12) -- Supporting Infrastructure (Chapter 13) -- Outsourcing Opportunities and Risks (Chapter 14) -- Summary & Key Takeaways -- Discussion Questions -- References -- 2. The Business Process -- Business Process Definition -- Business Process Example: Jet Engine Manufacturer -- Business Process Transformations -- Service Process Description -- Differences in Manufacturing Processes |
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Service Process Classifications -- Challenges of Service Process Management -- Prevalence of Information as a Key Flow Unit -- Process Flows that Cross Functional Boundaries -- Activity Duration Variability -- Hidden Costs and Benefits -- Example: Monthly Accounting Reports -- Illustrative Simulation -- Mortgage Application System -- Simulated System Output -- Summary & Key Takeaways -- Discussion Questions -- Reference -- 3. Defining Value -- Typical Problems in a Business Process -- Financial Audit Process -- IT Change Request Process -- Price Quoting Process -- Blood Testing Process |
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Definition of Value -- Financial Audit Process -- IT Change Request Process -- Price Quoting Process -- Blood Testing Process -- Determination of Performance Dimensions -- Customer Comments & Surveys -- Critical Incident Approach -- Summary & Key Takeaways -- Discussion Questions -- References -- 4. Process Mapping & Analysis -- Process Mapping -- Process Map Development -- Identification of Waste -- Financial Audit Process -- IT Change Request Process -- Price Quoting Process -- Blood Testing Process -- Data Collection & Analysis -- Check Sheets -- Cause-and-effect (Fishbone) Diagrams |
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Pareto Charts -- Histograms -- Scatterplots -- Summary & Key Takeaways -- Discussion Questions -- References -- 5. Waste Removal -- The Five Whys and Finding Root Cause -- Financial Audit Process -- IT Change Request Process -- Price Quoting Process -- Blood Testing Process -- Waste Removal: Achieving BCF by Being Smarter -- Learning from Similar Processes -- Lessons from Manufacturing -- Using Lean Methods -- Standard Work -- Standard Work for the IT Change Request Process -- The 5S Method -- 5S for the Financial Audit Process -- Poka-yoke -- Poka-yoke for the Price Quoting Process |
| Notes |
Visual Controls |
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Print version record |
| Form |
Electronic book
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| ISBN |
9781000075328 |
|
100007532X |
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