Business Process Improvement Toolbox, Second Edition |
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| Bjorn Andersen |
| July 2007, ASQ Quality Press, Paperback, 312 pages, ISBN 0873897196
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| 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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Contents
PREFACE 5
CONTENTS 7
FIGURES 11
TABLES 15
1. BUSINESS PROCESS IMPROVEMENT 17
1.1 WHY IS IMPROVEMENT NECESSARY? 17
1.2 A BUSINESS PROCESS IMPROVEMENT FRAMEWORK 20
2. UNDERSTANDING THE ORGANIZATION'S STAKEHOLDERS AND STRATEGIC DIRECTION 23
2.1 STAKEHOLDER EXPECTATIONS OF IMPROVEMENT 23
2.2 REVIEWING THE ORGANIZATION'S STRATEGY 30
2.3 SWOT ANALYSIS 32
2.4 COMPETITIVE FORCES ANALYSIS 33
2.5 STRATEGY MAP 35
3. UNDERSTANDING YOUR CURRENT BUSINESS PROCESSES 39
3.1 FROM PROCESSES TO DEPARTMENTS TO BUSINESS PROCESSES 39
3.2 DEFINITION OF A BUSINESS PROCESS 43
3.3 CLASSIFICATION OF BUSINESS PROCESSES 45
3.4 IDENTIFYING THE ORGANIZATION'S BUSINESS PROCESSES 47
3.5 BUSINESS PROCESS MODELING 48
3.6 RELATIONSHIP MAPPING 53
3.7 TRADITIONAL FLOWCHART 55
3.8 CROSS-FUNCTIONAL FLOWCHART 60
3.9 FLOWCHART DIVIDED INTO PROCESS SEGMENTS 63
3.10 SEVERAL-LEVELED FLOWCHART 65
3.11 FLOWCHART WITH STATISTICS 67
3.12 PAPER-AND-PENCIL OR PC? 70
4. USING PERFORMANCE MEASUREMENT IN BUSINESS PROCESS IMPROVEMENT 73
4.1 THE ROLE OF PERFORMANCE MEASUREMENT IN BUSINESS PROCESS IMPROVEMENT 73
4.2 IMPLEMENTING A PERFORMANCE MEASUREMENT SYSTEM 74
4.3 PERFORMANCE INDICATORS 78
5. CREATING A BUSINESS PROCESS IMPROVEMENT ROADMAP 83
5.1 IMPROVEMENT PROJECT PLANNING 83
5.2 TREND ANALYSIS 83
5.3 SPIDER CHART 86
5.4 PERFORMANCE MATRIX 88
5.5 CRITERIA TESTING 91
5.6 QUALITY FUNCTION DEPLOYMENT 93
6. ORGANIZING FOR BUSINESS PROCESS IMPROVEMENT 101
6.1 BUSINESS PROCESS IMPROVEMENT SKILLS 101
6.2 ORGANIZATIONAL MODES THAT SUPPORT BUSINESS PROCESS IMPROVEMENT 102
6.3 QUALITY CIRCLES 107
6.4 CROSS-FUNCTIONAL TEAMS 109
6.5 STIMULATING AN IMPROVEMENT CULTURE 110
7. THE BUSINESS PROCESS IMPROVEMENT TOOLBOX 113
7.1 THE NEED FOR A TOOLBOX 113
7.2 A BUSINESS PROCESS IMPROVEMENT MODEL 113
7.3 THE TOOLS IN THE TOOLBOX 115
8. TOOLS FOR COLLECTING DATA ABOUT THE PERFORMANCE SHORTCOMING 119
8.1 SAMPLING 119
8.2 SURVEYING 120
8.3 CHECK SHEET 122
8.4 PROBLEM CONCENTRATION DIAGRAM 124
9. TOOLS FOR ANALYZING THE PERFORMANCE SHORTCOMING 129
9.1 CRITICAL INCIDENT 129
9.2 PARETO CHART 131
9.3 CAUSE-AND-EFFECT CHART 134
9.4 FIVE WHYS ANALYSIS 137
9.5 SCATTER CHART 139
9.6 HISTOGRAM 141
9.7 RELATIONS DIAGRAM 147
9.8 MATRIX DIAGRAM 150
9.9 IS-IS NOT ANALYSIS 152
9.10 BOTTLENECK ANALYSIS 155
10. TOOLS FOR GENERATING IDEAS AND CHOOSING AMONG THEM 161
10.1 BRAINSTORMING 161
10.2 BRAINWRITING/CRAWFORD SLIP METHOD 163
10.3 SIX THINKING HATS 164
10.4 NOMINAL GROUP TECHNIQUE 166
10.5 PAIRED COMPARISONS 168
11. TOOLS FOR CREATING IMPROVEMENTS 169
11.1 STREAMLINING 169
11.1.1 Bureaucracy Elimination 170
11.1.2 Redundancy Elimination 171
11.1.3 Value-added Analysis 171
11.1.4 Process Cycle Time Reduction 175
11.2 IDEALIZING 179
11.3 QUALITY FUNCTION DEPLOYMENT 182
11.4 STATISTICAL PROCESS CONTROL/CONTROL CHART 186
11.4.1 Definitions of Variation 186
11.4.2 Basic Statistics 187
11.4.3 Types of Control Charts 189
11.4.4 Constructing Control Charts 192
11.4.5 Interpreting the Control Charts 199
11.4.6 Process Capability 203
11.5 SIX SIGMA 207
11.5.1 The Six Sigma Process 208
11.5.2 Six Sigma in the Organization 210
11.6 BUSINESS PROCESS REENGINEERING 211
11.6.1 A Process for Conducting Business Process Reengineering 212
11.6.2 Planning 214
11.6.3 Reengineering 214
11.6.4 Transformation 218
11.6.5 Implementation 219
11.7 BENCHMARKING 223
11.7.1 Definitions of Benchmarking 223
11.7.2 Conducting a Benchmarking Study 228
12. TOOLS FOR IMPLEMENTING IMPROVEMENTS 239
12.1 A(T ANALYSIS 240
12.2 TREE DIAGRAM AND PROCESS DECISION PROGRAM CHART 243
12.3 FORCE FIELD ANALYSIS 246
13. SAMPLE UNIVERSITY - IMPROVING THE STUDENT SATISFACTION 251
13.1 DESCRIPTION OF THE ORGANIZATION 251
13.2 DEVELOPMENT OF PERFORMANCE PRIORITIES 251
13.3 UNDERSTANDING THE CURRENT PROCESSES AND PERFORMANCE SHORTCOMING 254
13.4 ANALYSIS OF THE PERFORMANCE SHORTCOMING 257
13.5 GENERATING IDEAS AND IMPROVEMENT PROPOSALS 259
13.6 IMPLEMENTATION OF IMPROVEMENTS 261
14. GREEN CARPET SEED - REVAMPING THE BUSINESS MODEL 265
14.1 DESCRIPTION OF THE ORGANIZATION 265
14.2 DEVELOPMENT OF PERFORMANCE PRIORITIES 266
14.3 UNDERSTANDING THE CURRENT PROCESSES AND PERFORMANCE SHORTCOMING 267
14.4 GENERATING IMPROVEMENT IDEAS 269
14.5 DEVELOPING AN IMPROVED PROCESS 270
14.6 IMPLEMENTATION OF THE NEW SERVICE 271
15. LITERATURE 275
16. TEMPLATE PACKAGE 283
SWOT ANALYSIS 284
SPIDER CHART 286
PERFORMANCE MATRIX 287
CRITERIA TESTING 288
QUALITY FUNCTION DEPLOYMENT 289
RELATIONSHIP MAPPING 290
CROSS-FUNCTIONAL FLOWCHART 291
CHECK SHEET 292
PARETO CHART 293
CAUSE -AND-EFFECT CHART 294
FIVE WHYS ANALYSIS 295
SCATTER CHART 296
HISTOGRAM 297
RELATIONS DIAGRAM 298
IS-IS NOT ANALYSIS 299
PAIRED COMPARISONS 300
FORCE FIELD ANALYSIS 302
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