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Operations Management: Processes and Supply Chains, 12th Edition by Larry P. Ritzman, Manoj K. Malhotra, Lee J. Krajewski

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Defining, Measuring, and Analyzing the Process

The Six Sigma Process Improvement Model starts with first defining and understanding the current state of the existing process. This step is needed before data can be collected to measure key attributes of the process, and then analyze that data to improve, design, and control a newly designed future state process.

Three major techniques for effectively defining and measuring processes are (1) flowcharts, (2) work measurement techniques, and (3) process charts. They allow you to “lift the lid and peer inside” to see how an organization does its work. You can see how a process operates, at any level of detail, and how well it is performing. Trying to create one of these charts might even reveal a ...

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