Business Process Improvement Toolbox

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ASQ Quality Press, Jan 1, 2007 - Business & Economics - 296 pages
4 Reviews
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 your 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.
 

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This book has 3-5 spelling, grammar, or punctuation errors on almost every page; the concepts taught are moderately relate-able at best. For the chosen text of a Bachelor level class on Process Improvement, I give this 1 out of 5 stars. I learned more about Six Sigma and Lean by reading articles and examples not provided in the book. Sounds like these people are making up terms and changing word usage to suit some sort of unfulfilled childhood fantasy. It has been forced upon me by an instructor who has 3 to 5 pronunciation errors in every sentence, and I have paid you for it, so congratulations.  

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business process improvement used

Contents

Business Process Improvement
1
12 A Business Process Improvement Framework
4
Understanding the Organizations Stakeholders and Strategic Direction
9
22 Reviewing the Organizations Strategy
17
23 SWOT Analysis
18
24 Competitive Forces Analysis
20
25 Strategy Map
22
Understanding Your Current Business Processes
27
104 Nominal Group Technique
163
105 Paired Comparisons
165
Tools for Creating Improvements
167
1111 Bureaucracy Elimination
168
1112 Redundancy Elimination
169
1114 Process Cycle Time Reduction
172
112 Idealizing
177
113 QFD
179

32 Definition of a Business Process
32
33 Classification of Business Processes
34
34 Identifying the Organizations Business Processes
37
35 Business Process Modeling
38
36 Relationship Mapping
43
37 Traditional Flowchart
46
38 CrossFunctional Flowchart
51
39 Flowchart Divided into Process Areas
54
310 SeveralLeveled Flowchart
55
311 Flowchart with Statistics
58
312 Paper and Pencil or PC?
62
Using Performance Measurement in Business Process Improvement
65
42 Implementing a Performance Measurement System
67
43 Performance Indicators
70
432 Financial versus Nonfinancial Indicators
71
433 Leading versus Lagging Indicators
72
Creating a Business Process Improvement Road Map
75
52 Trend Analysis
76
53 Spider Chart
78
54 Performance Matrix
81
55 Criteria Testing
83
56 Quality Function Deployment
85
Organizing for Business Process Improvement
93
Improvement
95
63 Quality Circles
100
64 CrossFunctional Teams
102
65 Stimulating an Improvement Culture
103
he Business Process Improvement Toolbox
107
72 A Business Process Improvement Model
108
73 The Tools in the Toolbox
111
Tools for Collecting Data about the Performance Shortcoming
113
82 Surveying
115
83 Check Sheet
117
84 Problem Concentration Diagram
119
Tools for Analyzing the Performance Shortcoming
123
92 Pareto Chart
125
93 CauseandEffect Chart
128
94 Five Whys Analysis
132
95 Scatter Chart
134
96 Histogram
136
97 Relations Diagram
142
98 Matrix Diagram
145
99 Isls Not Analysis
148
910 Bottleneck Analysis
151
Tools for Generating Ideas and Choosing among Them
157
102 BrainwritingCrawford Slip Method
159
103 Six Thinking Hats
161
114 Statistical Process ControlControl Chart
182
1 1 41 Definitions of Variation
183
1143 Types of Control Charts
186
1144 Constructing Control Charts
189
1 1 45 Interpreting the Control Charts
196
1146 Process Capability
200
115 Six Sigma
204
1152 Six Sigma in the Organization
206
116 Business Process Reengineering
207
1161 A Process for Conducting BPR
209
1162 Planning
210
1163 Reengineering
211
1164 Transformation
215
1165 Implementation
216
117 Benchmarking
221
1172 Conducting a Benchmarking Study
227
Tools for Implementing Improvements
237
121 AAT Analysis
239
122 Tree Diagram and Process Decision Program Chart
241
123 Force Field Analysis
245
Sample UniversityImproving Student Satisfaction
251
132 Development of Performance Priorities
252
Shortcoming
254
134 Analysis of the Performance Shortcoming
257
135 Generating Ideas and Improvement Proposals
258
136 Implementation of Improvements
260
Green Carpet SeedRevamping the Business Model
263
142 Development of Performance Priorities
264
Shortcoming
266
144 Generating Improvement Ideas
268
145 Developing an Improved Process
269
146 Implementation of the New Service
271
Template Package
275
SWOT Analysis
276
Spider Chart
277
Criteria testing
278
Quality Function Deployment QFD
279
Relationship Mapping
280
Check Sheet
281
CauseandEffect Chart
282
Scatter Chart
283
Relations Diagram
284
Paired Comparisons
285
Control Chart
286
Bibliography
287
Index
291
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About the author (2007)

Bjorn Andersen is a professor in the Department of Production and Quality Engineering at the Norwegian University of Science and Technology (NTNU).

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