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BUSINESS PROCESS IMPROVEMENT (pb)2005
Author: JAMES HARRINGTON
ISBN: 0070600031
Year: 2005
Publisher: MCGRAW-HILL EDUCATION ASIA
Category: QUALITY CONTROL MANAGEMENT
Edition: 1
Format: Paperback
Language: English
Pages: 274
 ABOUT THE TITLE
It`s one of the hot topics for the 1990s--how to apply quality improvement techniques originally developed for the manufacturing sector to service industries. How to Take the Lead in Business Process Management details how to do it, providing a step-by-step formula that helps companies improve quality and productivity in the support areas. Here in one comprehensive volume is all the information an organization needs to start the improvement process right away: how to determine customer needs and expectations and deliver the best service; how to establish which processes drive your business; how to create process improvement teams and train team leaders; how to eliminate bureaucracy, simplify the process, and reduce processing time; how to measure progress and provide feedback to participants; how to document the levels of improvement and certify operations and activities; and how to ensure ongoing improvement. Table of Contents Why Focus on Business Processes? Setting the Stage for Business Process Improvement. Organizing for Process Improvement. Flowcharting: Drawing a Process Picture. Understanding the Process Characteristics. Streamlining the Process. Measurements, Feedback, and Action (Load, Aim, and Fire). Process Qualification. Benchmarking Process. The Beginning. Appendix: Interview Guidelines.

James Harrington, Ph.D., the visionary International Quality Advisor for Ernst & Young, added Business Process Improvement to today's business lexicon. with over 15 books to his credit and more than 45 years of experience, Dr. Harrington is considered one of the world's Performance Improvement gurus.


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 TABLE OF CONTENTS
Why Focus on Business Processes?
Setting the Stage for Business Process Improvement. Organizing for Process Improvement.
Flowcharting: Drawing a Process Picture.
Understanding the Process Characteristics.
Streamlining the Process.
Measurements, Feedback, and Action (Load, Aim, and Fire).
Process Qualification.
Benchmarking Process.
The Beginning. Appendix: Interview Guidelines.
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Statistical Process Control And Quality Improvement 5e(p by Smith

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