Cover image for Business process improvement toolbox
Title:
Business process improvement toolbox
Author:
Andersen, Bjørn.
Personal Author:
Publication Information:
Milwaukee, Wis. : ASQ Quality Press, [1999]

©1999
Physical Description:
xx, 233 pages : illustrations ; 27 cm
Language:
English
ISBN:
9780873894388
Format :
Book

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Call Number
Material Type
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Status
Central Library HD58.87 .A53 1999 Adult Non-Fiction Central Closed Stacks
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Summary

Summary

Starts by explaining an overall process improvement framework, presents the tools in sequence for this framework, and then concludes with one case demonstrating the use of all the tools. The text focuses on providing step-by-step instructions and describing a process that can be used in real life.


Author Notes

Bjorn Andersen is the associate professor in the Department of Production and Quality Engineering at the Norwegian University of Science and Technology and is also the scientific advisor at SINTEF Industrial Management


Table of Contents

Figuresp. xiii
Tablesp. xvii
Prefacep. xix
1. Does a Company Consist of Departments or Processes?p. 1
1.1 From Processes to Departments to Business Processesp. 1
1.2 Definition of a Business Processp. 3
1.3 Classification of Business Processesp. 4
Referencesp. 6
2. Conducting and Organizing Improvementsp. 7
2.1 Why Is Improvement Necessary?p. 7
2.2 A Model for Performance Improvementp. 8
2.3 Organizing Improvementsp. 10
Referencesp. 13
3. Process Documentationp. 15
3.1 Should the Business Processes Be Documented One by One or All at Once?p. 15
3.2 Identifying the Business Processesp. 16
3.3 Relationship Mappingp. 18
3.4 Flowchartp. 20
3.5 Cross-functional Flowchartp. 22
3.6 Several-leveled Flowchartp. 24
3.7 Paper-and-Pencil or PC?p. 25
3.8 Process Ownershipp. 27
Referencesp. 29
4. Performance Measurementp. 31
4.1 What is Performance Measurement and Why Measure?p. 31
4.2 Types of Performance Measuresp. 34
4.3 The Contents of the Instrument Panelp. 37
Referencesp. 39
5. Self Assessment and Improvement Planningp. 41
5.1 Definition of Self Assessmentp. 41
5.2 Developing a System for Self Assessmentp. 42
5.3 Interpreting the Measurementsp. 43
5.3.1 Trend Analysisp. 44
5.3.2 Spider Chartp. 46
5.3.3 Performance Matrixp. 47
5.4 Criteria Testingp. 49
5.5 Improvement Planning Using QFDp. 52
5.5.1 The Theory Behind QFDp. 52
5.5.2 QFD as a Tool for Improvementp. 55
Referencesp. 57
6. Improvement Toolsp. 59
6.1 Classification of Improvement Toolsp. 59
6.1.1 The Main Purpose of the Toolsp. 60
6.1.2 Extent of Changep. 62
6.1.3 Time and Resource Requirementsp. 63
6.1.4 Source for Improvement Impulsesp. 63
6.2 Organizational Methodsp. 64
Referencesp. 64
7. Tools for Problem Understandingp. 65
7.1 Critical Incidentp. 65
7.2 Check Sheetp. 67
7.3 Pareto Chartp. 69
Referencesp. 72
8. Tools for Problem Analysisp. 73
8.1 Cause-and-Effect Chartp. 73
8.1.1 Fishbone Chartp. 74
8.1.2 Process Chartp. 75
8.2 Root Cause Analysisp. 76
8.3 Scatter Chartp. 78
8.4 Histogramp. 80
8.4.1 Constructing a Histogramp. 81
8.4.2 Interpreting a Histogramp. 83
8.5 Relations Diagramp. 87
8.5.1 Qualitative Relations Diagramp. 87
8.5.2 Quantitative Relations Diagramp. 88
8.6 Matrix Diagramp. 90
Referencesp. 93
9. Tools for Idea Generation and Consensus Solutionsp. 95
9.1 Brainstormingp. 95
9.2 Brainwriting/Crawford Slip Methodp. 97
9.3 Nominal Group Techniquep. 98
9.4 Affinity Chartp. 99
Referencesp. 102
10. Tools for Improvementp. 103
10.1 Streamliningp. 103
10.1.1 Bureaucracy Eliminationp. 104
10.1.2 Redundancy Eliminationp. 105
10.1.3 Value-added Analysisp. 105
10.1.4 Process Cycle Time Reductionp. 108
10.2 Idealizingp. 111
10.3 Quality Function Deploymentp. 113
10.3.1 QFD as a Tool for Process Improvementp. 113
10.4 Work Unit Analysisp. 117
10.5 Statistical Process Control/Control Chartp. 122
10.5.1 Definitions of Variationp. 122
10.5.2 Basic Statisticsp. 123
10.5.3 Types of Control Chartsp. 125
10.5.4 Constructing Control Chartsp. 127
10.5.5 Interpreting the Control Chartsp. 135
10.5.6 Process Capabilityp. 139
10.6 Business Process Reengineeringp. 141
10.6.1 A Process for Conducting Business Process Reengineeringp. 143
10.6.2 Planningp. 144
10.6.3 Reengineeringp. 146
10.6.4 Transformationp. 149
10.6.5 Implementationp. 150
10.7 Benchmarkingp. 154
10.7.1 Definitions of Benchmarkingp. 154
10.7.2 Ethical and Legal Aspects of Benchmarkingp. 158
10.7.3 Results Achieved through the Use of Benchmarkingp. 159
10.7.4 Conducting a Benchmarking Studyp. 160
Referencesp. 170
11. Organizational Toolsp. 171
11.1 Cross-functional Teamsp. 171
11.2 Problem-solving Teamsp. 174
11.3 Quality Circlesp. 174
11.4 Concurrent Engineeringp. 176
Referencep. 178
12. Tools for Implementationp. 179
12.1 A[Delta]T Analysisp. 180
12.2 Tree Diagramp. 183
12.3 Process Decision Program Chartp. 184
12.4 Force Field Analysisp. 186
Referencep. 189
13. Using the Toolboxp. 191
13.1 Isolated Tools Versus a Coherent Process Improvement Systemp. 191
13.2 Criteria for Tool Selectionp. 192
14. American University - Improving the Student Satisfactionp. 197
14.1 Description of the Organizationp. 197
14.2 Improvement Planningp. 198
14.3 Problem Understandingp. 200
14.4 Problem Analysisp. 202
14.5 Idea Generation and Improvement Proposalsp. 203
14.6 Implementationp. 205
15. Template Packagep. 209
Relationship Mappingp. 210
Cross-functional Flowchartp. 211
Trend Analysisp. 212
Spider Chartp. 213
Performance Matrixp. 214
Criteria Testingp. 215
Quality Function Deploymentp. 216
Check Sheetp. 217
Pareto Chartp. 218
Cause-and-Effect Chartp. 219
Root Cause Analysisp. 220
Scatter Chartp. 221
Histogramp. 222
Quantitative Relations Diagramp. 223
Control Chartp. 224
Force Field Analysisp. 225
Appendix A ENAPS Performance Indicatorsp. 227
Indexp. 231

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