| Description |
1 online resource (312 pages) : illustrations |
| Contents |
Business process improvement -- Why is improvement necessary? -- A business process improvement framework -- Understanding the organization's stakeholders and strategic direction -- Stakeholder expectations of improvement -- Reviewing the organization's strategy -- SWOT analysis -- Competitive forces analysis -- Strategy map -- Understanding your current business processes -- From processes to departments to business processes -- Definition of a business process -- Classification of business processes -- Identifying the organization's business processes -- Business process modeling -- Relationship mapping -- Traditional flowchart -- Cross-functional flowchart -- Flowchart divided into process segments -- Several-leveled flowchart -- Flowchart with statistics -- Paper-and-pencil or PC? -- Using performance measurement in business process improvement -- The role of performance measurement in business process improvement -- Implementing a performance measurement system -- Performance indicators -- Creating a business process improvement roadmap -- Improvement project planning -- Trend analysis -- Spider chart -- Performance matrix -- Criteria testing -- Quality function deployment -- Organizing for business process improvement -- Business process improvement skills -- Organizational modes that support business process improvement -- Quality circles -- Cross-functional teams -- Stimulating an improvement culture -- The business process improvement toolbox -- The need for a toolbox -- A business process improvement model -- The tools in the toolbox -- Tools for collecting data about the performance shortcoming -- Sampling -- Surveying -- Check sheet -- Problem concentration diagram -- Tools for analyzing the performance shortcoming -- Critical incident -- Pareto chart -- Cause-and-effect chart -- Five whys analysis -- Scatter chart -- Histogram -- Relations diagram -- Matrix diagram -- Is-is not analysis -- Bottleneck analysis -- Tools for generating ideas and choosing among them -- Brainstorming -- Brainwriting/Crawford slip method -- Six thinking hats -- Nominal group technique -- Paired comparisons -- Tools for creating improvements -- Streamlining -- Bureaucracy elimination -- Redundancy elimination -- Value-added analysis -- Process cycle time reduction -- Idealizing -- Quality function deployment -- Statistical process control/control chart -- Definitions of variation -- Basic statistics -- Types of control charts -- Constructing control charts -- Interpreting the control charts -- Process capability -- Six Sigma -- The six sigma process -- Six Sigma in the organization -- Business process reengineering -- A process for conducting business process reengineering -- Planning -- Reengineering -- Transformation -- Implementation -- Benchmarking -- Definitions of benchmarking -- Conducting a benchmarking study -- Tools for implementing improvements -- AT analysis -- Tree diagram and process decision program chart -- Force field analysis -- Sample university -- improving student satisfaction -- Description of the organization -- Development of performance priorities -- Understanding the current processes and performance shortcoming -- Analysis of the performance shortcoming -- Generating ideas and improvement proposals -- Implementation of improvements -- Green carpet seed -- Revamping the business model -- Description of the organization -- Development of performance priorities -- Understanding the current processes and performance shortcoming -- Generating improvement ideas -- Developing an improved process -- Implementation of the new service -- Appendix Template package -- SWOT analyis -- Trend analysis -- Spider chart -- Performance matrix -- Criteria testing -- Quality function deployment -- Relationship mapping -- Cross-functional flowchart -- Check sheet -- Pareto chart -- Cause-and-effect chart -- Five whys analysis -- Scatter chart -- Histogram -- Relations diagram -- Is-is not analysis -- Paired comparisons -- Control chart -- Force field analysis |
| Summary |
"This book is fully revised and updated! Its goal is still to give readers practical insight into how they can create a coherent business process improvement system. Author Bjorn Andersen works from the premise that consistently working on improving various aspects of how things are done, large and small, is the key to success for any organization." |
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"The first half of the book presents an overall business process improvement model, with the ensuing chapters dealing with topics of understanding and modeling your current business processes, using performance measurement in improvement work, creating a business process improvement road map, and organizing for improvement work. The second half of the book presents the overall toolbox, followed by one chapter for each phase of the overall improvement model. For each of these phases, a selection of suitable tools is presented with background, steps for how to use them, and an example of their use. The final two chapters contain two more extensive case studies illustrating the use of the full methodology |
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And finally, a number of templates that support most of the tools presented can be found at the very end of the book." "This book is suitable for employees and managers at any organizational level in any type of industry, including service, manufacturing, and the public sector. It should also be useful as a textbook for students in courses relating to quality management and continuous improvement."--Jacket |
| Bibliography |
Includes bibliographical references (pages 287-290) and index |
| Notes |
Print version record |
| Subject |
Reengineering (Management)
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Benchmarking (Management)
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Reengineering (Management) -- Charts, diagrams, etc
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Benchmarking
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Benchmarking (Management)
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Reengineering (Management)
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| Genre/Form |
Charts, diagrams, etc.
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| Form |
Electronic book
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| ISBN |
9780873897198 |
|
0873897196 |
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9781621980704 |
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1621980707 |
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