Business process modeling, simulation, and design:
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Upper Saddle River, NJ
Pearson/Prentice Hall
2005
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | Includes bibliographical references and index |
| Beschreibung: | XIII, 429 S. graph. Darst. 1 CD-ROM |
| ISBN: | 013091519X |
Internformat
MARC
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Datensatz im Suchindex
| _version_ | 1804132912545660928 |
|---|---|
| adam_text | Titel: Business process modeling, simulation, and design
Autor: Laguna, Manuel
Jahr: 2005
é é
Contents
Preface xi
Chapter 1 Introduction to Business Process Design 1
1.1 What Is a Business Process? 1
1.1.1 Process Types and Hierarchies 3
1.1.2 Determinants of the Process Architecture 5
1.1.3 Workflow Management Systems 9
1.2 The Essence of Business Process Design 10
1.2.1 Incremental Process Improvement and Process Design 12
1.2.2 An Illustrative Example 13
1.3 Business Process Design, Overall Business Performance, and Strategy 16
1.4 Why Do Inefficient and Ineffective Business Processes Exist? 18
1.5 Summary 19
1.6 References 20
1.7 Discussion Questions and Exercises 21
Chapter 2 Process Management and Process-Oriented Improvement Programs 24
2.1 Process Management and the Power of Adopting a Process View 24
2.1.1 Phase I: Initialization 26
2.1.2 Phase II: Definition 30
2.1.3 Phase III: Control 31
2.1.4 An Illustrative Example: Managing a Document Distribution Process 33
2.2 Six Sigma Quality Programs 38
2.2.1 Six Sigma Definitions 39
2.2.2 The Six Sigma Cost and Revenue Rationale 40
2.2.3 Six Sigma in Product and Process Design 43
2.2.4 The Six Sigma Framework 44
2.2.5 Concluding Remarks: Key Reasons for the Success of Su Sigma 48
2.3 Business Process Reengineering 49
2.3.1 Reengineering and Its Relationship with Other Earlier Programs 50
2.3.2 A Brief History of Reengineering 53
2.3.3 When Should a Process Be Reengineered? 54
2.3.4 What Should Be Reengineered? 56
2.3.5 Suggested Reengineering Frameworks 59
2.4 Revolutionary Versus Evolutionary Change 62
2.5 Summary 64
2.6 References 66
2.7 Discussion Questions and Exercises 67
Chapter 3 A Simulation-Based Framework for Business Processes Design Projects 70
3.1 Step 1: Case for Action and Vision Statements 72
3.2 Step 2: Process Identification and Selection 74
VI Contents
3.3 Step 3: Obtaining Management Commitment 76
3.4 Step 4: Evaluation of Design Enablers 76
3.4.1 Example: The Internet-Enabling Change at Chase Manhattan Bank 78
3.4.2 Example: New Technology as a Change Enabler in the Grocery Industry 79
3.5 Step 5: Acquiring Process Understanding 81
3.5.1 Understanding the Existing Process 81
3.5.2 Understanding the Customer 83
3.6 Step 6: Creative Process Design 84
3.6.1 Benchmarking 85
3.6.2 Design Principles 87
3.7 Step 7: Process Modeling and Simulation 93
3.8 Step 8: Implementation of the New Process Design 96
3.9 Summary 97
3.10 References 98
3.11 Discussion Questions and Exercises 99
Chapter 4 Basic Tools for Process Design 101
4.1 Process Flow Analysis 102
4.1.1 General Process Charts 105
4.1.2 Process Flow Diagrams 105
4.1.3 Process Activity Charts 109
4.1.4 Flowcharts 110
4.1.5 Service System Mapping 112
4.2 Workflow Design Principles and Tools 115
4.2.1 Establish a Product Orientation in the Process 117
4.2.2 Eliminate Buffers 118
4.2.3 Establish One-at-a-Time Processing 119
4.2.4 Balance the Flow to the Bottleneck 120
4.2.5 Minimize Sequential Processing and Handoffs 124
4.2.6 Establish an Efficient System for Processing Work 125
4.2.7 Minimize Multiple Paths Through Operations 129
4.3 Additional Diagramming Tools 130
4.4 From Theory to Practice: Designing an Order-Picking Process 132
4.5 Summary 133
4.6 References 134
4.7 Discussion Questions and Exercises 134
Chapter 5 Managing Process Flows 139
5.1 Business Processes and Flows 139
5.1.1 Throughput Rate 141
5.1.2 Work-in-Process 142
5.1.3 Cycle Time 144
5.1.4 Little s Law 144
5.2 Cycle Time and Capacity Analysis 146
5.2.1 Cycle Time Analysis 146
5.2.2 Capacity Analysis 151
5.3 Managing Cycle Time and Capacity 155
5.5.7 Cycle Time Reduction 157
Contents VÝÝ
5.3.2 Increasing Process Capacity 157
5.4 Theory of Constraints 158
5.5 Summary 163
5.6 References 163
5.7 Discussion Questions and Exercises 164
Chapter 6 Introduction to Queuing and Simulation 171
6.1 Queuing Systems, the Basic Queuing Process, and
Queuing Strategies 174
6.1.1 The Basic Queuing Process 175
6.1.2 Strategies for Mitigating the Effects of Long Queues 179
6.2 Analytical Queuing Models 180
6.2.1 The Exponential Distribution and Its Role in Queuing Theory 182
6.2.2 Terminology, Notation, and Little s Law Revisited 187
6.2.3 Birth and Death Processes 191
6.2.4 The M/M/l Model 200
6.2.5 The M/M/c Model 205
6.2.6 The M/M/c/K Model 209
6.2.7 The M/M/c/^/NModel 212
6.2.8 Queuing Theory and Process Design 217
6.3 Introduction to Simulation 222
6.3.1 Simulation Models 224
6.3.2 Discrete Event Simulation 226
6.3.3 Spreadsheet Simulation of a Single-Server Process 228
6.4 Summary 231
6.5 References 232
6.6 Discussion Questions and Exercises 232
Chapter 7 Introduction to Extend 240
7.1 Extend Elements 242
7.2 Extend Tutorial: Basic Queuing Model 244
7.3 Basic Data Collection and Statistical Analysis 247
7.4 Adding Randomness to Processing Times 251
7.5 Adding a Second Underwriting Team 254
7.6 Adding a Labor Pool 256
7.7 Customizing the Animation 258
7.8 Calculating Costs and Using the Flowchart View 260
7.9 Summary 263
7.10 References 263
7.11 Discussion Questions and Exercises 263
Chapter 8 Modeling and Simulating Business Processes 267
8.1 General Modeling Concepts 267
8.2 Items and Values 270
8.2.1 Generating Items 270
8.2.2 Assigning Attributes to Items 274
8.2.3 Prioritizing Items 274
Vill Contents
8.3 Queuing 275
8.3.1 Blocking 275
8.3.2 Balking 276
8.3.3 Reneging 276
8.3.4 Priority Queues 278
8.4 Routing 280
8.4.1 Multiple Paths 280
8.4.2 Parallel Paths 283
8.5 Processing ¹ðéå 285
8.6 Batching 287
8.7 Resources 289
8.8 Activity-Based Costing 291
8.9 Cycle Time Analysis 294
8.10 Model Documentation and Enhancements 295
8.11 Process Design Case: Software Support 298
8.11.1 Modeling, Analysis, and Recommendations 299
8.12 Process Design Case: Hospital Admissions 302
8.13 Summary 312
8.14 References 312
8.15 Discussion Questions and Exercises 313
8.16 Modeling, Simulation, and Design Projects 318
Chapter 9 Input and Output Data Analysis 326
9.1 Dealing with Randomness 327
9.2 Characterizing the Probability Distribution of Field Data 328
9.2.1 Goodness-of-Fit Tests 331
9.2.2 Using Stat::Fit to Fit a Distribution 337
9.2.3 Choosing a Distribution in the Absence of Sample Data 339
9.3 Random Number Generators 343
9.3.1 The Runs Test 345
9.4 Generation of Random Variates 346
9.5 Analysis of Simulation Output Data 349
9.5.1 Nonterminating Processes 351
9.5.2 Terminating Processes 353
9.5.3 Confidence Intervals 356
9.5.4 Sample Size Calculation 361
9.5.5 Hypothesis Testing 362
9.6 Summary 366
9.7 References 366
9.8 Exercises 366
Chapter 10 Optimizing Business Process Performance 375
10.1 Introduction to Optimization by Evolutionary Computation 375
10.2 Optimizing Processes 377
10.3 Process Optimization Tutorial 381
10.4 Alternative Optimization Models 387
Contents IX
10.5 Summary 388
10.6 References 388
10.7 Process Modeling and Simulation Projects 389
10.7.1 Staffing a Process with Multiple Job Types 389
10.7.2 Loan Applications 390
Chapter 11 Process Benchmarking with Data Envelopment Analysis 392
11.1 Graphical Analysis of the Ratio Model 395
11.1.1 Efficiency Calculation 396
11.2 Linear Programming Formulation of the Ratio Model 399
11.3 Excel Add-in for Data Envelopment Analysis 401
11.4 DEA in Practice 406
11.5 Summary 408
11.6 References 408
11.7 Discussion Questions and Exercises 408
Appendix 411
Index 415
|
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| spelling | Laguna, Manuel Verfasser aut Business process modeling, simulation, and design Manuel Laguna ; Johan Marklund Upper Saddle River, NJ Pearson/Prentice Hall 2005 XIII, 429 S. graph. Darst. 1 CD-ROM txt rdacontent n rdamedia nc rdacarrier Includes bibliographical references and index Entreprises - Planification - Manuels d'enseignement supérieur Gestion d'entreprise - Modèles mathématiques - Manuels d'enseignement supérieur Réingénierie organisationnelle - Manuels d'enseignement supérieur Mathematisches Modell Business planning Textbooks Industrial management Mathematical models Textbooks Reengineering (Management) Textbooks Simulation (DE-588)4055072-2 gnd rswk-swf Modellierung (DE-588)4170297-9 gnd rswk-swf Prozessmanagement (DE-588)4353072-2 gnd rswk-swf Prozessmanagement (DE-588)4353072-2 s Simulation (DE-588)4055072-2 s Modellierung (DE-588)4170297-9 s DE-604 Marklund, Johan Verfasser aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=012900367&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Laguna, Manuel Marklund, Johan Business process modeling, simulation, and design Entreprises - Planification - Manuels d'enseignement supérieur Gestion d'entreprise - Modèles mathématiques - Manuels d'enseignement supérieur Réingénierie organisationnelle - Manuels d'enseignement supérieur Mathematisches Modell Business planning Textbooks Industrial management Mathematical models Textbooks Reengineering (Management) Textbooks Simulation (DE-588)4055072-2 gnd Modellierung (DE-588)4170297-9 gnd Prozessmanagement (DE-588)4353072-2 gnd |
| subject_GND | (DE-588)4055072-2 (DE-588)4170297-9 (DE-588)4353072-2 |
| title | Business process modeling, simulation, and design |
| title_auth | Business process modeling, simulation, and design |
| title_exact_search | Business process modeling, simulation, and design |
| title_full | Business process modeling, simulation, and design Manuel Laguna ; Johan Marklund |
| title_fullStr | Business process modeling, simulation, and design Manuel Laguna ; Johan Marklund |
| title_full_unstemmed | Business process modeling, simulation, and design Manuel Laguna ; Johan Marklund |
| title_short | Business process modeling, simulation, and design |
| title_sort | business process modeling simulation and design |
| topic | Entreprises - Planification - Manuels d'enseignement supérieur Gestion d'entreprise - Modèles mathématiques - Manuels d'enseignement supérieur Réingénierie organisationnelle - Manuels d'enseignement supérieur Mathematisches Modell Business planning Textbooks Industrial management Mathematical models Textbooks Reengineering (Management) Textbooks Simulation (DE-588)4055072-2 gnd Modellierung (DE-588)4170297-9 gnd Prozessmanagement (DE-588)4353072-2 gnd |
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