Content: Introduction to Business Process Design What Is a Business Process? Essence of Business Process Design Business Process Design, Overall Business Performance, and Strategy Why Do Inefficient and Ineffective Business Processes Exist? Process Management and Process-Oriented Improvement Programs Process Management and the Power of Adopting a Process View Six Sigma Quality Programs Business Process Reengineering Revolutionary versus Evolutionary Change Framework for Business Process-Design Projects Step 1: Case for Action and Vision Statements Step 2: Process Identification and Selection Step 3: Obtaining Management Commitment Step 4: Evaluation of Design Enablers Step 5: Acquiring Process Understanding Step 6: Creative Process Design Step 7: Process Modeling and Simulation Step 8: Implementation of the New Process Design Basic Tools for Process Design Process Flow Analysis Workflow Design Principles and Tools Additional Diagramming Tools From Theory to Practice: Designing an Order-Picking Process Managing Process Flows Business Processes and Flows Cycle Time and Capacity Analysis Managing Cycle Time and Capacity Theory of Constraints Introduction to Queuing Modeling The Basic Queuing Process, Queuing Systems, and Queuing Strategies Analytical Queuing Models Introduction to Simulation Simulation Models Discrete-Event Simulation Getting Started in Simulation Modeling Illustrative Example Spreadsheet Simulation of a Process Successful Simulation in Practice When Not to Simulate Modeling and Simulating Business Processes with ExtendSim Developing a Simulation Model: Principles and Concepts ExtendSim Elements ExtendSim Tutorial: A Basic Queuing Model Basic Data Collection and Statistical Analysis Adding Randomness to Processing Times and the Use of Attributes Adding a Second Underwriting Team Modeling Resources and Resource Pools Customizing the Animation Calculating Activity-Based Costs Cycle Time Analysis Modeling Advanced Queuing Features Modeling Routing in Multiple Paths and Parallel Paths Model Documentation and Enhancements Input and Output Data Analysis Dealing with Randomness Characterizing Probability Distributions of Field Data Random Number Generators Generation of Random Variates Analysis of Simulation Output Data Modeling and Analysis of Process-Design Cases Optimizing Business Process Performance Business Process Optimization Role of SimulationOptimization in Business Process Management SimulationOptimization with ExtendSim Optimization of Process Simulation Models Business Process Analytics Competing on Analytics Business Process Management Systems Process Benchmarking Final Thoughts Appendix: Instructions for Downloading ExtendSim Demo or LT Index A Summary, Exercises, and References appear at the end of each chapter.