book

The Power of Business Process Improvement

by Susan PAGE

February 2010

Intermediate to advanced

288 pages

6h 59m

English

AMACOM

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Can You Do It?The JourneyThe Ten Simple Steps to Business Process ImprovementStep 1: Develop the Process InventoryStep 2: Establish the FoundationStep 3: Draw the Process MapStep 4: Estimate Time and CostStep 5: Verify the Process MapStep 6: Apply Improvement TechniquesStep 7: Create Internal Controls, Tools, and MetricsStep 8: Test and ReworkStep 9: Implement the ChangeStep 10: Drive Continuous ImprovementThe Executive SummaryCase StudyChapter Summary
The Process InventoryProcess PrioritizationDeveloping CriteriaScaleApplying WeightingChapter Summary: Step 1Time EstimateBuild the Business Process InventorySponsor MeetingEstablish Categories, Criteria, Scale, WeightingComplete the Process Prioritization TableA Second Sponsor MeetingWhat You Have Achieved
The Eight Sections of the Scope Definition DocumentSection 1: Process NameSection 2: Process OwnerSection 3: Description:Section 4: ScopeSection 5: Process ResponsibilitiesSection 6: Client and Client NeedsSection 7: Key Stakeholders and InterestsSection 8: Measurements of SuccessChapter Summary: Step 2Time EstimateFirst Project Team MeetingSponsor MeetingWhat You Have Achieved
Process Map OverviewDrawing the Process MapBox 1Box 2Box 3Boxes 4–7The Cross-Functional Process MapContinuing the Work from Meeting to MeetingDocumenting the ProcessChapter Summary: Step 3Time EstimateSecond Project Team MeetingPostmeeting WorkFollow-on Project Team MeetingsWhat You Have Achieved
Business Process TimingProcess TimeCycle TimeProcess CostPeople CostsTool CostsOverhead CostsPutting It All TogetherAlternative Cuts of the DataAnalyzing the Cost Estimate ColumnsVerify the Process MapProcess WorkersStakeholdersSponsorChapter Summary: Steps 4–5Time EstimateProject Team MeetingPostmeeting WorkSponsor MeetingVerify the Process MapPostvalidation WorkWhat You Have Achieved
Eliminate BureaucracyValue AddedEliminate DuplicationSimplificationReduce Cycle TimeAutomationChapter Summary: Step 6Time EstimateProject Team MeetingPostmeeting WorkWhat You Have Achieved

Internal ControlsToolsJob AidsCustom Email FormsExcel ToolsMetricsChapter Summary: Step 7Time EstimateProject Team MeetingPostmeeting WorkProject Team MeetingWhat You Have Achieved
The Five Steps to Testing the Business ProcessStep 1: Create the Test PlanStep 2: Develop the ScenariosStep 3: Implement the Test PlanStep 4: Summarize Feedback and ReworkStep 5: RetestChapter Summary: Step 8Time EstimateCreate the Test PlanWrite Test ScenariosImplement the Test Plan and ReworkWhat You Have Achieved
The Implementation PlanOverview of the Three Phases of the Implementation PlanThe Design PhaseThe Development PhaseThe Implementation PhaseThe Four Tracks in the Implementation PhaseChange Management Track (Impact Analysis)Testing TrackCommunications Track (Communication Plan)Training Track (Training Plan)Chapter Summary: Step 9Time EstimateDevelop the Implementation PlanDevelop the Impact AnalysisDevelop the Communication PlanDevelop the Training PlanGain Sponsor Buy-inWhat You Have Achieved
The Continuous Improvement CycleEvaluateTestAssessExecuteContinuous Improvement PlanChapter Summary: Step 10Time EstimateDevelop the Continuous Improvement Plan and ScheduleGain Sponsor Buy-inTest, Assess, ExecuteWhat You Have Achieved
The Six Sections of the Executive SummarySection 1: Project FocusSection 2: GoalsSection 3: SummarySection 4: Key FindingsSection 5: DeliverablesSection 6: AppendixChapter SummaryTime EstimateCreate Analytical TablesWrite the Executive SummaryWhat You Have Achieved
BackgroundStep 1: Develop the Process InventoryStep 2: Establish the FoundationStep 3: Draw the Process MapStep 4: Estimate Time and CostProcess Activities and Process TimeAnnual VolumeFTE FormulaEmployee CostsStep 5: Verify the Process MapStep 6: Apply Improvement TechniquesBenchmarkingA New ApproachStep 7: Create Internal Controls, Tools, and MetricsInternal ControlsToolsMetricsStep 8: Test and ReworkStep 9: Implement ChangeCommunication TrackTraining TrackChange Management TrackStep 10: Drive Continuous ImprovementChapter SummaryWhat You Have Achieved