Process Mapping & Management is a 10-chapter book comprised of three sections: Process mapping mechanics, process improvement analysis, and process redesign and justification. Written for executives and graduate students the text offers practical techniques for simplifying and improving business processes that are immediately actionable. The improvement analysis is based on lean six sigma techniques and discusses leaning for the removal of process waste, cleaning for improving the remaining steps, and greening for evaluating methods that either automate or off-load work. A call-centre case study runs through the book to illustrate many of the techniques.
Process Mapping and Management (Information Systems Collection) | Sue Conger (Author)| Business Expert Press
Table of Contents
Part I: Opening Gambit
Chapter 1: Introduction
Chapter 2: Process Improvement Project Initiation
Chapter 3: Process Mapping I
Chapter 4: Process Mapping II
Part II: The Middle Game
Chapter 5: Problem Finding
Chapter 6: Process Leaning
Chapter 7: Process Cleaning
Chapter 8: Process Greening
Part III: End Game
Chapter 9: Process Redesign
Chapter 10: Measures and Final Report
Appendix A: Final Report for the SCI Call Center: Technology Analysis
Appendix B: Additional Reference Materials
Notes
References
LINK FOR THE BOOK