book

Business Process Modeling, Simulation and Design

Name: Business Process Modeling, Simulation and Design
ISBN: 9789353067052

by Manuel Laguna, Johan Marklund

August 2011

Intermediate to advanced

448 pages

16h 43m

English

Pearson Education India

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Cover
Title Page
Contents
Preface
chapter 1 Introduction to Business Process Design
1.1 What Is a Business Process?1.1.1 Process Types and Hierarchies1.1.2 Determinants of the Process Architecture1.1.3 Workflow Management Systems1.2 The Essence of Business Process Design1.2.1 Incremental Process Improvement and Process Design1.2.2 An Illustrative Example1.3 Business Process Design, Overall Business Performance, and Strategy1.4 Why Do Inefficient and Ineffective Business Processes Exist?1.5 Summary1.6 References1.7 Discussion Questions and Exercises
chapter 2 Process Management and Process-Oriented Improvement Programs
2.1 Process Management and the Power of Adopting a Process View2.1.1 Phase I: Initialization2.1.2 Phase II: Definition2.1.3 Phase III: Control2.1.4 An Illustrative Example: Managing a Document Distribution Process2.2 Six Sigma Quality Programs2.2.1 Six Sigma Definitions2.2.2 The Six Sigma Cost and Revenue Rationale2.2.3 Six Sigma in Product and Process Design2.2.4 The Six Sigma Framework2.2.5 Concluding Remarks: Key Reasons for the Success of Six Sigma2.3 Business Process Reengineering2.3.1 Reengineering and Its Relationship with Other Earlier Programs2.3.2 A Brief History of Reengineering2.3.3 When Should a Process Be Reengineered?2.3.4 What Should Be Reengineered?2.3.5 Suggested Reengineering Frameworks2.4 Revolutionary Versus Evolutionary Change2.5 Summary2.6 References2.7 Discussion Questions and Exercises
chapter 3 A Simulation-Based Framework for Business Processes Design Projects
3.1 Step 1: Case for Action and Vision Statements3.2 Step 2: Process Identification and Selection3.3 Step 3: Obtaining Management Commitment3.4 Step 4: Evaluation of Design Enablers3.4.1 Example: The Internet-Enabling Change at Chase Manhattan Bank3.4.2 Example: New Technology as a Change Enabler in the Grocery Industry3.5 Step 5: Acquiring Process Understanding3.5.1 Understanding the Existing Process3.5.2 Understanding the Customer3.6 Step 6: Creative Process Design3.6.1 Benchmarking3.6.2 Design Principles3.7 Step 7: Process Modeling and Simulation3.8 Step 8: Implementation of the New Process Design3.9 Summary3.10 References3.11 Discussion Questions and Exercises
chapter 4 Basic Tools for Process Design
4.1 Process Flow Analysis4.1.1 General Process Charts4.1.2 Process Flow Diagrams4.1.3 Process Activity Charts4.1.4 Flowcharts4.1.5 Service System Mapping4.2 Workflow Design Principles and Tools4.2.1 Establish a Product Orientation in the Process4.2.2 Eliminate Buffers4.2.3 Establish One-at-a-Time Processing4.2.4 Balance the Flow to the Bottleneck4.2.5 Minimize Sequential Processing and Handoffs4.2.6 Establish an Efficient System for Processing Work4.2.7 Minimize Multiple Paths Through Operations4.3 Additional Diagramming Tools4.4 From Theory to Practice: Designing an Order-Picking Process4.5 Summary4.6 References4.7 Discussion Questions and Exercises
chapter 5 Managing Process Flows
5.1 Business Processes and Flows5.1.1 Throughput Rate5.1.2 Work-in-Process5.1.3 Cycle Time5.1.4 Little’s Law5.2 Cycle Time and Capacity Analysis5.2.1 Cycle Time Analysis5.2.2 Capacity Analysis5.3 Managing Cycle Time and Capacity5.3.1 Cycle Time Reduction5.3.2 Increasing Process Capacity5.4 Theory of Constraints5.5 Summary5.6 References5.7 Discussion Questions and Exercises
chapter 6 Introduction to Queuing and Simulation
6.1 Queuing Systems, the Basic Queuing Process, and Queuing Strategies 6.1.1 The Basic Queuing Process6.1.2 Strategies for Mitigating the Effects of Long Queues6.2 Analytical Queuing Models6.2.1 The Exponential Distribution and Its Role in Queuing Theory6.2.2 Terminology, Notation, and Little’s Law Revisited6.2.3 Birth and Death Processes6.2.4 The M/M/l Model6.2.5 The M/M/c Model6.2.6 The M/M/c/K Model6.2.7 The M/M/c/8/N Model6.2.8 Queuing Theory and Process Design6.3 Introduction to Simulation6.3.1 Simulation Models6.3.2 Discrete Event Simulation6.3.3 Spreadsheet Simulation of a Single-Server Process6.4 Summary6.5 References6.6 Discussion Questions and Exercises

chapter 7 Introduction to Extend
7.1 Extend Elements7.2 Extend Tutorial: Basic Queuing Model7.3 Basic Data Collection and Statistical Analysis7.4 Adding Randomness to Processing Times7.5 Adding a Second Underwriting Team7.6 Adding a Labor Pool7.7 Customizing the Animation7.8 Calculating Costs and Using the Flowchart View7.9 Summary7.10 References7.11 Discussion Questions and Exercises
chapter 8 Modeling and Simulating Business Processes
8.1 General Modeling Concepts8.2 Items and Values8.2.1 Generating Items8.2.2 Assigning Attributes to Items8.2.3 Prioritizing Items8.3 Queuing8.3.1 Blocking8.3.2 Balking8.3.3 Reneging8.3.4 Priority Queues8.4 Routing8.4.1 Multiple Paths8.4.2 Parallel Paths8.5 Processing Time8.6 Batching8.7 Resources8.8 Activity-Based Costing8.9 Cycle Time Analysis8.10 Model Documentation and Enhancements8.11 Process Design Case: Software Support8.11.1 Modeling, Analysis, and Recommendations8.12 Process Design Case: Hospital Admissions8.13 Summary8.14 References8.15 Discussion Questions and Exercises8.16 Modeling, Simulation, and Design Projects
chapter 9 Input and Output Data Analysis
9.1 Dealing with Randomness9.2 Characterizing the Probability Distribution of Field Data9.2.1 Goodness-of-Fit Tests9.2.2 Using Stat::Fit to Fit a Distribution9.2.3 Choosing a Distribution in the Absence of Sample Data9.3 Random Number Generators9.3.1 The Runs Test9.4 Generation of Random Variates9.5 Analysis of Simulation Output Data9.5.1 Nonterminating Processes9.5.2 Terminating Processes9.5.3 Confidence Intervals9.5.4 Sample Size Calculation9.5.5 Hypothesis Testing9.6 Summary9.7 References9.8 Exercises
chapter 10 Optimizing Business Process Performance
10.1 Introduction to Optimization by Evolutionary Computation10.2 Optimizing Processes10.3 Process Optimization Tutorial10.4 Alternative Optimization Models10.5 Summary10.6 References10.7 Process Modeling and Simulation Projects10.7.1 Staffing a Process with Multiple Job Types10.7.2 Loan Applications
chapter 11 Process Benchmarking with Data Envelopment Analysis
11.1 Graphical Analysis of the Ratio Model11.1.1 Efficiency Calculation11.2 Linear Programming Formulation of the Ratio Model11.3 Excel Add-in for Data Envelopment Analysis11.4 DEA in Practice11.5 Summary11.6 References11.7 Discussion Questions and Exercises
Appendix
Index
Copyright

Content preview from Business Process Modeling, Simulation and Design

CHAPTER 11 Process Benchmarking With Data Envelopment Analysis

Data envelopment analysis (DEA), introduced by Charnes, Cooper, and Rhodes (1978), is a linear programming method for calculating relative efficiencies of a set of organizations that possess some common functional elements but whose efficiency may vary due to internal differences. One main difference, for instance, might be the management style employed in each organization. In DEA, organizations are referred to as decision-making units (DMUs).

DEA has generated a fair amount of interest in the academic world and among practitioners because it has been applied successfully to assess the efficiency of various organizations in the public and private sectors. The popularity of the technique ...

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ISBN: 9789353067052

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Business Process Modeling, Simulation and Design

by Manuel Laguna, Johan Marklund

CHAPTER 11

Process Benchmarking With Data Envelopment Analysis

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