Process redesign: the implementation guide for managers
Reengineering and Total Quality Management promised dramatic improvements in profit, efficiency, and quality, but a number of TQM initiatives ended in failure as a result of an incorrect or incomplete implementation process. Here is a book that will help put the odds on your side by giving you speci...
Saved in:
| Main Authors: | , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Reading, Mass. [u.a.]
Addison-Wesley
1997
|
| Edition: | 1. printing |
| Series: | Engineering process improvement series
|
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Summary: | Reengineering and Total Quality Management promised dramatic improvements in profit, efficiency, and quality, but a number of TQM initiatives ended in failure as a result of an incorrect or incomplete implementation process. Here is a book that will help put the odds on your side by giving you specific skills and experience-based advice for successfully planning and implementing process design. |
| Physical Description: | XX, 332 S. graph. Darst. |
| ISBN: | 0201633914 |
Staff View
MARC
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| 245 | 1 | 0 | |a Process redesign |b the implementation guide for managers |c Arthur R. Tenner ; Irving J. DeToro |
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| 264 | 1 | |a Reading, Mass. [u.a.] |b Addison-Wesley |c 1997 | |
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| 490 | 0 | |a Engineering process improvement series | |
| 520 | 3 | |a Reengineering and Total Quality Management promised dramatic improvements in profit, efficiency, and quality, but a number of TQM initiatives ended in failure as a result of an incorrect or incomplete implementation process. Here is a book that will help put the odds on your side by giving you specific skills and experience-based advice for successfully planning and implementing process design. | |
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| 650 | 7 | |a Organisatieverandering |2 gtt | |
| 650 | 4 | |a Reengineering (Management) | |
| 650 | 4 | |a Total quality management | |
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| 700 | 1 | |a De Toro, Irving J. |e Verfasser |4 aut | |
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Record in the Search Index
| _version_ | 1804125682320539648 |
|---|---|
| adam_text | Contents
Foreword xvii
Preface xix
wi/iVAmi Cultural requirements i
1 Quick Reference Guide to Process Redesign 3
Cultural Requirements 4
Process Analysis 5
Process Improvement 7
Continuous Improvement 9
Benchmarking 9
Reengineering 10
Installing the Improved Process / /
2 Process Management 13
Traditional View of Organizations 13
Process View 14
Benefits of Process View 16
Examples of Process View 18
The Hybrid Reality 19
Summary 19
Discussion Questions 20
uii
Contents
3 LEADERSHIP 21
Role of Leaders 21
Setting a Direction 22
Mission 23
Cascading the Mission Downward Through the
Organization 25
Example Mission Statements 25
Vision 26
Avoiding Fatal Flaws 26
Example Visions 28
Values 28
How Do We Set Direction? 30
Goals and Objectives 32
Deployment 33
Summary 34
Discussion Questions 35
4 Organizational Assessment 37
Using the Malcolm Baldrige National Quality Award Criteria
as an Assessment Tool 37
Rationale for Using This Assessment Tool 38
Scoring Criteria 39
MBNQA Performance Categories 39
1.0. Leadership 41
2.0. Information and Analysis 42
3.0. Strategic Planning 43
4.0. Human Resource Development and Management 44
5.0. Process Management 45
6.0. Business Results 48
7.0. Customer Focus 49
Overall Assessment 50
Summary 53
Discussion Questions 53
Contents ix
llMlHII PROCESS ANALYSIS 55
5 DEFINE AND CLASSIFY PROCESSES 57
Defining Process 57
Distinguishing Between Processes and Outputs 58
Classifying Processes 60
Process Levels 61
Process Categories 61
Decimal Numbering System 62
Creating a Process Inventory 63
Summary 63
Discussion Questions 63
6 IDENTIFY CORE PROCESSES 65
A Rationale for Core Processes 65
Core Processes as Strategic Weapons 65
Cutting Through Functional Barriers 66
Redeploying Improvement Teams 66
Identifying Core Processes 67
Tree Diagram and Selection Matrix Tools 68
Attributes of Core Processes 69
Process Hierarchy 70
Sample Core Processes 70
Core Processes at Reimer Express 71
Ericsson Offers Subprocess Example 72
Summary 74
Discussion Questions 74
7 Measure performance 75
Why Measure? 75
Three Types of Measures 76
Process 77
Output 77
Contents
Outcome 78
Outcome Measures Recognize Relationships Along the
Process Chain 79
Example 1: Measuring the Outcome of Petroleum
Refining 79
Example 2: Measuring the Outcome of Training 81
Example 3: Measuring the Outcome of R D 83
A Scoreboard to Improve Performance 85
Measuring in Four Dimensions 85
Antidote to a Deadly Disease 85
Example of Balanced Approach at SAS 87
Selecting Key Measures 89
One Final Caution on Measurement 90
Summary 90
Discussion Questions 91
8 Measure efficiency 93
Cost 94
Defining the Cost of Quality 94
Minimizing the Cost of Quality 95
Variation 97
Process Capability Index 97
Defining the Process Capability Index 98
Example: Accelerating Health Insurance Payments 100
What Went Wrong with This Analysis? 101
What Is a Better Way to Analyze Late Payments? 102
Improving Capability 103
Six Sigma 104
Cycle Time 107
A Compelling Case for Accelerating Processes 107
Measuring and Compressing Cycle Time 110
Three Categories of Cycle Time 110
Criteria for Categorizing Cycle Time 111
Summary 112
Discussion Questions 113
Contents xi
9 Understand the Customer 115
Steps to Understanding Customers Expectations 116
Performance Measurement Paradigm 116
Identifying the Customer 116
Learning the Customers Requirements 118
What Performance Attributes Do Customers Expect? 118
Building Blocks for Templates 118
Template 1: Eight Dimensions of Product Quality 120
Template 2: Ten Determinants of Service Quality 121
Template 3: A Compendium of Quality Attributes 121
Translating Attributes into Specifications 123
What Performance Level Is Needed to Satisfy Expectations? 124
A Model for Predicting Customer Satisfaction 124
Implicit, Explicit, and Latent Requirements 126
Application of the Expectation Models 128
Responding to Complaints: The Hidden Level 129
What Is the Relative Importance of Each Attribute? 130
Summary 131
Discussion Questions 132
1/ 10 Document processes 135
How to Chart a Core Process 136
Step by Step Guide to Document Core Processes 137
Helpful Hints for Charting Core Processes 139
How to Create a Subprocess Flowchart 139
Common Types of Flowcharts 139
Conduct Process Walk Through 142
Helpful Hints for Charting Subprocesses 143
Summary 145
Discussion Questions 145
Contents
11 ASSESS THE PROCESS 147
Step 1: Qualitative Assessment 148
Step 2: Quantitative Assessment 149
Rank Relative Importance 150
Hit the Moving Target 151
Clarify Scope of Improvement 152
Avoid Suboptimizing 152
Validate Choices 152
Step 3: Setting Direction 753
Order of Priorities 153
Outcomes 153
Outputs 154
Processes 154
Analogy for Ordering Priorities 154
Differentiate Product from Process Improvement 155
Summary 155
Discussion Questions 155
J* Am PROCESS IMPROVEMENT 157
12 Planning the improvement 159
Identify the Improvement Subject 159
Recognize Improvement Triggers 159
Clarify the Improvement Project 161
Exercise 1: Map the Process 161
Exercise 2: Review Direction Setting Statements 162
Exercise 3: Rank Output Priorities 163
Select Improvement Alternatives 164
Set a Target 164
Select an Improvement Path 165
Determine Feasibility 166
Launch Improvement Teams 166
Three Dimensions of Team Design 167
Contents xiii
Criteria for Selecting Team Members 169
A Role for Customers / 70
A Role for Diversity 170
Two Keys to Building Successful Teams 170
Clear Direction / 70
Motivation 170
Special Considerations for Core Process Improvement Teams / 72
The Roles of Champions and Owners 172
The Role of Team Members 173
Summary 174
Discussion Questions 174
13 CONTINUOUS IMPROVEMENT 177
Six Step Improvement Model / 78
Step 1: Understand the Customer / 79
Step 2: Assess Efficiency 185
Step 3: Analyze the Process 192
Step 4: Improve the Process 194
Steps 5 and 6: Implement and Recycle 206
Summary 206
Discussion Questions 206
14 Process benchmarking 209
Benchmarking Origins 209
Competitive Benchmarking 210
Process Benchmarking 211
Benchmarking Defined 211
Planning 212
Step 1: Identify the Benchmark Subject 212
Step 2: Identify Benchmark Partners 213
Step 3: Collect Data 216
Find Data Sources 216
Contents
Prepare Data Collection 217
Visit Sites 217
Analysis 219
Step 4: Determine the Gap 219
Define the Key Performance Indicator 220
Analyze Performance Gaps 220
Analyze Process Differences 221
Best of Best 222
Step 5: Project Future Performance 222
Quantify Advantages 224
Assess Operational Implications 226
Integration and Action: Steps 6 Through 10 227
Integration 227
Action 227
Summary 227
Discussion Questions 228
15 REENGINEERING 229
Overview of Reengineering 229
Reengineering Defined 230
Benefit from Experience 230
Avoid Repeating Mistakes from the Past 231
Critical Success Factors 231
Reengineering Approaches 233
Reengineering Model 234
Overview 234
Step 1: Organize the Reengineering Project 236
Step 2: Launch the Reengineering Project 237
Step 3: Invent a New Process 240
Deployment 242
Step 4: Integration 242
Step 5: Action 242
Step 6: Evaluation 243
Summary 243
Discussion Questions 243
Contents xv
16 INSTALLING THE IMPROVED PROCESS 245
Integration 245
Communicate Results 245
Revise Goals and Objectives 246
Action 247
Pilot the Improved Process 247
Develop Action Plans 248
Establish Priorities 248
Develop Definitive Plans 249
Revise Performance Projection 250
Implement Plans 250
Evaluation 251
Monitor Results 251
Reward Participants 252
Identify the Next Steps 252
Summary 253
Discussion Questions 253
APPENDIXES 255
A APQC Process Classification System 257
B Six Sigma Analysis 263
C Sample project Description 269
D the Benchmarking Code of Conduct 279
E Texas instruments Benchmarking Core team 285
F Process redesign at Xerox corporation 293
G Reengineering the commercialization Process
AT PRAXAIR 307
H Sample best practices Report 315
Index 327
|
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| isbn | 0201633914 |
| language | English |
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| owner_facet | DE-739 DE-703 DE-188 |
| physical | XX, 332 S. graph. Darst. |
| publishDate | 1997 |
| publishDateSearch | 1997 |
| publishDateSort | 1997 |
| publisher | Addison-Wesley |
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| series2 | Engineering process improvement series |
| spelling | Tenner, Arthur R. Verfasser aut Process redesign the implementation guide for managers Arthur R. Tenner ; Irving J. DeToro 1. printing Reading, Mass. [u.a.] Addison-Wesley 1997 XX, 332 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Engineering process improvement series Reengineering and Total Quality Management promised dramatic improvements in profit, efficiency, and quality, but a number of TQM initiatives ended in failure as a result of an incorrect or incomplete implementation process. Here is a book that will help put the odds on your side by giving you specific skills and experience-based advice for successfully planning and implementing process design. Kwaliteitszorg gtt Organisatieverandering gtt Reengineering (Management) Total quality management Prozessmanagement (DE-588)4353072-2 gnd rswk-swf Prozessmanagement (DE-588)4353072-2 s DE-604 De Toro, Irving J. Verfasser aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=007501903&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Tenner, Arthur R. De Toro, Irving J. Process redesign the implementation guide for managers Kwaliteitszorg gtt Organisatieverandering gtt Reengineering (Management) Total quality management Prozessmanagement (DE-588)4353072-2 gnd |
| subject_GND | (DE-588)4353072-2 |
| title | Process redesign the implementation guide for managers |
| title_auth | Process redesign the implementation guide for managers |
| title_exact_search | Process redesign the implementation guide for managers |
| title_full | Process redesign the implementation guide for managers Arthur R. Tenner ; Irving J. DeToro |
| title_fullStr | Process redesign the implementation guide for managers Arthur R. Tenner ; Irving J. DeToro |
| title_full_unstemmed | Process redesign the implementation guide for managers Arthur R. Tenner ; Irving J. DeToro |
| title_short | Process redesign |
| title_sort | process redesign the implementation guide for managers |
| title_sub | the implementation guide for managers |
| topic | Kwaliteitszorg gtt Organisatieverandering gtt Reengineering (Management) Total quality management Prozessmanagement (DE-588)4353072-2 gnd |
| topic_facet | Kwaliteitszorg Organisatieverandering Reengineering (Management) Total quality management Prozessmanagement |
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