The Power of Business Process Improvement

10 Simple Steps to Increase Effectiveness, Efficiency, and Adaptability

The Power of Business Process Improvement

Author: Susan Page
Pub Date: November 2015
Print Edition: $37.95
Print ISBN: 9780814436615
Page Count: 384
Format: Hardback
Edition: Second Edition
e-Book ISBN: 9780814436622

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Table of Contents

Contents

CHAPTER 1

The Roadmap: Learning How to Navigate 000

Can You Do It? 000

The Journey 000

The Ten Simple Steps to Business Process Improvement 000

Step 1: Develop the Process Inventory 000

Step 2: Establish the Foundation 000

Step 3: Draw the Process Map 000

Step 4: Estimate Time and Cost 000

Step 5: Verify the Process Map 000

Step 6: Apply Improvement Techniques 000

Step 7: Create Internal Controls, Tools, and Metrics 000

Step 8: Test and Rework 000

Step 9: Implement the Change 000

Step 10: Drive Continuous Improvement 000

The Executive Summary 000

Business Process Improvement 000

Case Study 1: Training and Development 000

Case Study 2: Recruitment Process in Hong Kong 000

Chapter Summary

CHAPTER 2

Step 1: Develop the Process Inventory: Identifying and Prioritizing

the Process List 000

The Process Inventory 000

Process Prioritization 000

Developing Criteria 000

Determining Scale 000

Applying Weighting 000

Chapter Summary: Step 1 000

Time Estimate 000

Build the Business Process Inventory 000

Sponsor Meeting 000

Establish Categories, Criteria, Scale, Weighting 000

Complete the Process Prioritization Table 000

A Second Sponsor Meeting 000

What You Have Achieved 000

Knowledge Check 000

CHAPTER 3

Step 2: Establish the Foundation: Avoiding Scope Creep 000

The Eight Sections of the Scope Definition Document 000

Section 1: Process Name 000

Section 2: Process Owner 000

Section 3: Description: 000

Section 4: Scope 000

Section 5: Process Responsibilities 000

Section 6: Client and Client Needs 000

Section 7: Key Stakeholders and Interests 000

Section 8: Measurements of Success 000

Chapter Summary: Step 2 000

Time Estimate 000

First Project Team Meeting 000

Sponsor Meeting 000

What You Have Achieved 000

Knowledge Check

CHAPTER 4

Step 3: Draw the Process Map: Flowcharting and Documenting 000

Process Map Overview 000

Drawing the Process Map 000

Box 1 000

Box 2 000

Box 3 000

Boxes 4--7 000

The Cross-Functional Process Map 000

Continuing the Work from Meeting to Meeting 000

Documenting the Process 000

Process Mapping Tools 000

Microsoft Visio 000

SmartDraw 000

Chapter Summary: Step 3 000

Time Estimate 000

Second Project Team Meeting 000

Postmeeting Work 000

Follow-on Project Team Meetings 000

What You Have Achieved 000

Knowledge Check 000

CHAPTER 5

Steps 4--5: Estimate Time and Cost and Verify the Process Map:

Introducing the Process and Cycle Time and Gaining Buy-In 000

Business Process Timing 000

Process Time 000

Cycle Time 000

Process Cost 000

People Costs 000

Tool Costs 000

Overhead Costs 000

Putting It All Together 000

Alternative Cuts of the Data 000

Analyzing the Cost Estimate Columns 000

Verify the Process Map 000

Process Workers 000

Stakeholders 000

Sponsor 000

Chapter Summary: Steps 4--5 000

Time Estimate 000

Project Team Meeting 000

Postmeeting Work 000

Sponsor Meeting 000

Verify the Process Map 000

Postvalidation Work 000

What You Have Achieved 000

Knowledge Check 000

CHAPTER 6

Step 6: Apply Improvement Techniques: Challenging Everything 000

Eliminate Bureaucracy 000

Value Added 000

Eliminate Duplication 000

Simplification 000

Reduce Cycle Time 000

Automation 000

Impact Analysis 000

Chapter Summary: Step 6 000

Time Estimate 000

Project Team Meeting 000

Postmeeting Work 000

What You Have Achieved 000

Knowledge Check 000

CHAPTER 7

Step 7: Create Internal Controls, Tools, and Metrics: Making It Real 000

Internal Controls 000

Tools 000

Job Aids 000

Custom Email Forms 000

Excel Tools 000

Metrics 000

Chapter Summary: Step 7 000

Time Estimate 000

Project Team Meeting 000

Postmeeting Work 000

Project Team Meeting 000

What You Have Achieved 000

Knowledge Check 000

CHAPTER 8

Step 8: Test and Rework: Making Sure It Works 000

The Five Steps in Testing the Business Process 000

Step 1: Create the Test Plan 000

Step 2: Develop Test Sets 000

Step 3: Implement the Test Plan 000

Step 4: Summarize Feedback and Rework 000

Step 5: Retest 000

Chapter Summary: Step 8 000

Time Estimate 000

Create the Test Plan 000

Create Test Shots, Gain Resource Approval, Develop Feedback Tool 000

Implement the Test Plan and Rework 000

What You Have Achieved 000

Knowledge Check 000

CHAPTER 9

Step 9: Implement the Change: Preparing the Organization 000

The Implementation Plan 000

Overview of the Three Phases of the Implementation Plan 000

The Design Phase 000

The Development Phase 000

The Implementation Phase 000

The Four Tracks in the Implementation Phase 000

Change Management Track (Impact Analysis) 000

Testing Track 000

Communications Track (Communication Plan) 000

Training Track (Training Plan) 000

Chapter Summary: Step 9 000

Time Estimate 000

Develop the Implementation Plan 000

Refine the Impact Analysis 000

Develop the Communication Plan 000

Develop the Training Plan 000

Gain Sponsor Buy-In 000

What You Have Achieved 000

CHAPTER 10:

Step 10: Drive Continuous Improvement: Embracing the

New Mindset 000

The Continuous Improvement Cycle 000

Evaluate 000

Test 000

Assess 000

Execute 000

Continuous Improvement Plan 000

Chapter Summary: Step 10 000

Time Estimate 000

Develop the Continuous Improvement Plan and Schedule 000

Gain Sponsor Buy-in 000

Test, Assess, Execute 000

What You Have Achieved 000

Knowledge Check 000

CHAPTER 11

Create the Executive Summary: Getting the Recognition 000

The Six Sections of the Executive Summary 000

Section 1: Project Focus 000

Section 2: Goals 000

Section 3: Summary 000

Section 4: Key Findings 000

Section 5: Deliverables 000

Section 6: Appendix 000

Chapter Summary 000

Time Estimate 000

Create Analytical Tables 000

Write the Executive Summary 000

What You Have Achieved 000

Knowledge Check 000

CHAPTER 12

Business Process Management: BPM and Other Improvement

Techniques 000

Business Process Management 000

Business Process Modeling (BPM) 000

Business Process Model and Notation (BPMN) 000

Gateways 000

Pools 000

Events 000

Activity 000

Loops 000

Flow Lines 000

Software Products 000

IBM Blueworks Live 000

iGrafx Flowcharter 000

Promapp 000

Other Process Improvement Techniques 000

TQM (Total Quality Management), Continuous Improvement, and

Kaizen 000

Hoshin Kanri 000

Reengineering 000

Six Sigma 000

Lean 000

Lean Six Sigma 000

Chapter Summary 000

What You Have Achieved 000

CHAPTER 13

Case Study 1: Training and Development 000

Background 000

Step 1: Develop the Process Inventory 000

Step 2: Establish the Foundation 000

Step 3: Draw the Process Map 000

Step 4: Estimate Time and Cost 000

Part 1: List Process Activities and Process Time 000

Part 2: Identify Annual Volume 000

Part 3: Determine the FTE Formula 000

Part 4: Determine Employee Costs 000

Step 5: Verify the Process Map 000

Step 6: Apply Improvement Techniques 000

Benchmarking 000

A New Approach 000

Step 7: Create Internal Controls, Tools, and Metrics 000

Internal Controls 000

Tools 000

Metrics 000

Step 8: Test and Rework 000

Step 9: Implement Change 000

Communication Track 000

Training Track 000

Change Management Track 000

Step 10: Drive Continuous Improvement 000

Chapter Summary 000

What You Have Achieved 000

CHAPTER 14:

Case Study 2: Recruitment Process in Hong Kong 000

Background 000

Step 2: Establish the Foundation 000

Step 3: Draw the Process Map 000

Step 4: Estimate Time and Cost 000

1. List Process Activities and Process Time 000

2. Identify Volume 000

3. Determine FTE Formula 000

4. Determine Employee Costs 000

Step 5: Verify Process Map 000

Step 6: Apply Improvement Techniques 000

Step 7: Create Internal Controls, Tools, and Metrics 000

Step 8: Test and Rework 000

Step 9: Implement Change 000

Step 10: Drive Continuous Improvement 000

Chapter Summary 000

What You Have Acquired 000

INDEX 000

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