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Bus Process Improvement : The Breakthrough Strategy for Total Quality, Productivity, and Competitiveness - H. James Harrington

Bus Process Improvement

The Breakthrough Strategy for Total Quality, Productivity, and Competitiveness

Hardcover

Published: 22nd April 1991
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It's one of the hot topics for the 1990s - how to apply quality improvement techniques originally developed for the manufacturing sector to service industries. "How to Take the Lead in Business Process Management" details how to do it, providing a step-by-step formula that helps companies improve quality and productivity in the support areas. Here, in one comprehensive volume is all the information an organization needs to start the improvement process right away: how to determine customer needs and expectations and deliver the best service; how to establish which processes drive your business; how to create process improvement teams and train team leaders; how to eliminate bureaucracy, simplify the process, and reduce processing time; how to measure progress and provide feedback to participants; how to document the levels of improvement and certify operations and activities; and how to ensure ongoing improvement. Two special features further enhance the value of this highly practical guide: a chapter of case histories, showing the results of business process improvement, and an exhaustive section that guides readers in the application of problem-solving methods, value analysis and process analysis techniques, perfection analysis, work simplification programs, and more.

Prefacep. vii
For CEOs Onlyp. xi
Acknowledgmentsp. xiii
Why Focus on Business Processes?p. 1
Introductionp. 1
Where has our Reputation Gone?p. 3
Today's Customerp. 4
How can you Provide Surprisingly Good Output?p. 4
Don't Try to Maximize Profitsp. 5
How do you Bring About Change?p. 6
Harrington's Change Process Chartp. 7
What is a Process?p. 9
Processes Versus Vertical Organizationsp. 13
Managing your Business Processesp. 15
Why Focus on the Business Processes?p. 16
The History of Business Processesp. 17
Business Process Fallaciesp. 17
What has Happened to our Business Processes?p. 19
Is BPI for you?p. 19
What is BPI?p. 20
The Five Phases of BPIp. 21
Summaryp. 24
Setting the Stage for Business Process Improvementp. 26
Introductionp. 26
Getting Startedp. 27
Form an EITp. 27
Appoint a BPI Championp. 28
Understanding the Process Hierarchyp. 30
Educate the EITp. 31
Leadership by Examplep. 33
Ongoing EIT Activityp. 33
Develop a BPI Modelp. 34
Identify Critical Business Processesp. 35
Select Processes for Improvementp. 36
Preliminary Objectivesp. 42
Operating Assumptionsp. 42
Managing BPI Communicationsp. 43
Select Process Ownersp. 45
Consider a Process Coordinatorp. 48
Consider a Process Improvement Facilitatorp. 48
Provide Job Descriptions for Process Owner and Pit Membersp. 48
General Management Responsibilityp. 52
Summaryp. 53
Additional Readingp. 54
Organizing for Process Improvementp. 55
Introductionp. 55
Process Owner Educationp. 55
Initial Pit Planp. 56
Preliminary Process Boundariesp. 56
Block Diagraming the Processp. 57
Updating the Operating Assumptionsp. 61
Team Structuresp. 61
Selecting Pit Membersp. 64
Pit Orientationp. 66
Team Trainingp. 66
Understanding the Assignmentp. 68
Final Process Boundariesp. 69
Process Overviewp. 70
Process Customersp. 72
Effectiveness, Efficiency, and Adaptability Measurements and Targetsp. 74
Why Measure?p. 82
Pit Goals and Timetablep. 83
Register the Pitp. 83
Summaryp. 84
Additional Readingp. 85
Flowcharting: Drawing a Process Picturep. 86
Introductionp. 86
What are Flowcharts?p. 87
Flowcharting Overviewp. 87
Block Diagramsp. 88
Block Diagraming Activities and Informationp. 94
Standard Flowchart Symbolsp. 95
ANSI Standard Flowchartp. 98
A Simple Business Process Flowchartp. 99
Functional Flowchartp. 101
Functional Time-Line Flowchartp. 104
Geographic Flowchartp. 105
Taking an Information-Processing Viewp. 108
Data Dictionaryp. 110
Summaryp. 111
Additional Readingp. 113
Understanding the Process Characteristicsp. 114
Introductionp. 114
The Employee and the Processp. 115
Process Walk-Throughp. 115
Process Effectivenessp. 122
Process Efficiencyp. 123
Process Cycle Timep. 123
Processing Time Versus Cycle Timep. 126
Costp. 127
Summaryp. 130
Streamlining the Processp. 131
Introductionp. 131
The Principles of Streamliningp. 131
Bureaucracy Eliminationp. 134
Duplication Eliminationp. 138
Value-Added Assessmentp. 138
Simplificationp. 143
Process Cycle-Time Reductionp. 146
Error Proofingp. 149
Upgradingp. 150
Simple Languagep. 152
Standardizationp. 153
Supplier Partnershipsp. 155
Big Picture Improvementp. 156
Automation and/or Mechanizationp. 157
The Right Marriage of People and Processp. 161
Reaping the Benefits of Streamliningp. 161
Summaryp. 162
Measurements, Feedback, and Action (Load, Aim, and Fire)p. 164
Introductionp. 164
Benefits of Measurementp. 165
Understanding Measurementsp. 167
Measurements are Key to Improvingp. 172
Types of Measurement Datap. 174
Process Measurement Systemsp. 180
The Human Processp. 183
Feedback Systemsp. 184
Independent Data Audit Processp. 185
Reportingp. 186
Poor-Quality Costp. 190
Using Measurement Datap. 195
Opportunity Cyclep. 199
Summaryp. 200
Additional Readingp. 201
Process Qualificationp. 202
Introductionp. 202
Manufacturing Process Qualificationp. 203
Comparison of Manufacturing and Business Process Qualificationp. 204
Is Business Process Qualification Necessary?p. 205
BPI Levelsp. 206
Differences among Business Process Levelsp. 207
Requirements to be Qualified at Level 5p. 208
Requirements to be Qualified at Level 4p. 209
Requirements to be Qualified at Level 3p. 210
Requirements to be Qualified at Level 2p. 212
Requirements to be Qualified at Level 1p. 213
Scheduling a Business Process Reviewp. 215
Assigning Qualification Levelsp. 215
Recognition and Reward Processp. 216
Summaryp. 216
Benchmarking Processp. 217
Introductionp. 217
The BMP Overviewp. 218
Why Use Benchmarking?p. 219
What Will Benchmarking Do For You?p. 221
History of the BMPp. 221
Types of Benchmarkingp. 222
The BMPp. 224
The 30 Steps to Benchmarking Resultsp. 233
Internal BMPp. 233
External BMPp. 236
Summaryp. 245
The Beginningp. 246
Continuous Improvement Processp. 246
Constructive Dissatisfactionp. 248
Harrington's Wheel of Fortunep. 248
Putting It All Togetherp. 251
Interview Guidelinesp. 252
Interviewing Skillsp. 252
Gaining Rapport During the Interviewp. 259
Interview Techniques for Achieving Highest-Quality Informationp. 261
After the Interviewp. 266
Indexp. 267
Table of Contents provided by Syndetics. All Rights Reserved.

ISBN: 9780070267688
ISBN-10: 0070267685
Audience: Professional
Format: Hardcover
Language: English
Number Of Pages: 274
Published: 22nd April 1991
Publisher: McGraw-Hill Education - Europe
Country of Publication: US
Dimensions (cm): 23.5 x 15.5  x 2.0
Weight (kg): 0.58
Edition Number: 1