Operations Management: Processes and Supply Chains, 12th Edition

Redesigning and Managing Process Improvements

A doctor pinpoints an illness after a thorough examination of the patient, and then the doctor recommends treatments based on the diagnosis; so it is with processes. After a process is defined, metrics data are collected, and disconnects are identified, the process analyst or design team puts together a set of changes that will improve the process. At this step, people directly involved in the process are brought in to get their ideas and inputs.

Questioning and Brainstorming

Sometimes, ideas for reengineering or improving a process become apparent after defining the process and carefully examining the areas of substandard performance, handoffs between departments, and steps where customer contact ...