9780873897198 e-book 9780873897198 (alkaline paper) 0873897196 (alkaline paper)
Electronic reproduction. Palo Alto, Calif. : ebrary, 2014. Available via World Wide Web. Access may be limited to ebrary affiliated libraries.
Bibliography, etc. Note
Includes bibliographical references (pages 287-290) and index.
Formatted Contents Note
Business process improvement Why is improvement necessary? A business process improvement framework Understanding the organization's stakeholders and strategic direction Stakeholder expectations of improvement Reviewing the organization's strategy SWOT analysis Competitive forces analysis Strategy map Understanding your current business processes From processes to departments to business processes Definition of a business process Classification of business processes Identifying the organization's business processes Business process modeling Relationship mapping Traditional flowchart Cross-functional flowchart Flowchart divided into process segments Several-leveled flowchart Flowchart with statistics Paper-and-pencil or PC? Using performance measurement in business process improvement The role of performance measurement in business process improvement Implementing a performance measurement system Performance indicators Creating a business process improvement roadmap Improvement project planning Trend analysis Spider chart Performance matrix Criteria testing Quality function deployment Organizing for business process improvement Business process improvement skills Organizational modes that support business process improvement Quality circles Cross-functional teams Stimulating an improvement culture The business process improvement toolbox The need for a toolbox A business process improvement model The tools in the toolbox Tools for collecting data about the performance shortcoming Sampling Surveying Check sheet Problem concentration diagram Tools for analyzing the performance shortcoming Critical incident Pareto chart Cause-and-effect chart Five whys analysis Scatter chart Histogram Relations diagram Matrix diagram Is-is not analysis Bottleneck analysis Tools for generating ideas and choosing among them Brainstorming Brainwriting/Crawford slip method Six thinking hats Nominal group technique Paired comparisons Tools for creating improvements Streamlining Bureaucracy elimination Redundancy elimination Value-added analysis Process cycle time reduction Idealizing Quality function deployment Statistical process control/control chart Definitions of variation Basic statistics Types of control charts Constructing control charts Interpreting the control charts Process capability Six Sigma The six sigma process Six Sigma in the organization Business process reengineering A process for conducting business process reengineering Planning Reengineering Transformation Implementation Benchmarking Definitions of benchmarking Conducting a benchmarking study Tools for implementing improvements AT analysis Tree diagram and process decision program chart Force field analysis Sample university - improving student satisfaction Description of the organization Development of performance priorities Understanding the current processes and performance shortcoming Analysis of the performance shortcoming Generating ideas and improvement proposals Implementation of improvements Green carpet seed - Revamping the business model Description of the organization Development of performance priorities Understanding the current processes and performance shortcoming Generating improvement ideas Developing an improved process Implementation of the new service Appendix Template package SWOT analyis Trend analysis Spider chart Performance matrix Criteria testing Quality function deployment Relationship mapping Cross-functional flowchart Check sheet Pareto chart Cause-and-effect chart Five whys analysis Scatter chart Histogram Relations diagram Is-is not analysis Paired comparisons Control chart Force field analysis.
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Available in Other Form
Print version: Andersen, Bjørn. Business process improvement toolbox. Milwaukee, Wisconsin : ASQ Quality Press, 2007 xvi, 296 pages ; 26 cm