Process Mapping and Management

Sue Conger

ISBN 10: 1606491296 / ISBN 13: 9781606491294

Verlag: Business Expert Press, US, 2011

Beschreibung

Process Mapping and Management is a 10-chapter book comprised of three sections: Process mapping mechanics, process improvement analysis, and process redesign and justification. Written for executives and graduate students the text offers practical techniques for simplifying and improving business processes that are immediately actionable. The improvement analysis is based on lean six sigma techniques and discusses leaning for the removal of process waste, cleaning for improving the remaining steps, and greening for evaluating methods that either automate or off-load work. A call-center case study runs through the book to illustrate many of the techniques.

Bestandsnummer des Verkäufers LU-9781606491294

Bibliografische Details

• Titel: Process Mapping and Management
• Verlag: Business Expert Press, US
• Erscheinungsjahr: 2011
• Sprache: Englisch
• ISBN-10: 1606491296
• ISBN-13: 9781606491294
• Einband: Paperback
• Zustand: New

Über diesen Titel

Inhaltsangabe

This book provides a blueprint of how to develop a discipline for process management that applies to any type of orientation.

As the economy moves toward a services orientation, companies are struggling with how to improve their offerings. Process management is a key component of the services that companies provide, and author Sue Conger has written a helpful tool to learn more of this key component now helping companies around the world.

This book has three main parts: mapping, improvement, and error-proofing and metrics. In the first part-mapping-the reader will learn how to map a process so that the map is immediately understandable for identifying the roles, work steps, and automation support used in process delivery. The second part improvement-provides a series of techniques for defining, prioritizing, and analyzing problems from several perspectives. The first perspective is called "leaning," and its purpose is to remove waste from an existing process. The second perspective is "cleaning," during which the remaining steps following leaning are analyzed for possible improvement. The third perspective is "greening," which explores opportunities and trade-offs for outsourcing, coproduction, and environmental improvements related to the process.

The final part of the book-error-proofing and metrics-presents several techniques for ensuring risk mitigation for the new process and for measuring changes that define their impacts and discusses a method for proposing changes to executives in a "case for change." And throughout this book, Conger provides a blueprint of how to develop a discipline for process management that applies to any type of orientation.

Über die Autorin bzw. den Autor

Sue Conger, Director, IT and IT Service Management Programs, University of Dallas, Texas, USA.