This best-seller 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. The author 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. The first half presents an overall business process improvement model, with the ensuing chapters dealing with topics of understanding and modeling current business processes, using performance measurement in improvement work, creating a business process improvement roadmap, 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 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. And finally, a number of templates can be found at the very end of the book, templates that support most of the tools presented. 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.
Content:
• Front Matter
• List of Figures
• List of Tables
• Preface
• Table of Contents
1. Business Process Improvement
2. Understanding the Organization's Stakeholders and Strategic Direction
3. Understanding Your Current Business Processes
4. Using Performance Measurement in Business Process Improvement
5. Creating a Business Process Improvement Road Map
6. Organizing for Business Process Improvement
7. The Business Process Improvement Toolbox
8. Tools for Collecting Data about the Performance Shortcoming
9. Tools for Analyzing the Performance Shortcoming
10. Tools for Generating Ideas and Choosing among Them
11. Tools for Creating Improvements
12. Tools for Implementing Improvements
13. Sample University - Improving Student Satisfaction
14. Green Carpet Seed - Revamping the Business Model
Appendix: Template Package
• Bibliography
Index