Contents
CHAPTER 1
The Roadmap: Learning How to Navigate 000
Can You Do It? 000
The Journey 000
The Ten Simple Steps to Business Process Improvement 000
Step 1: Develop the Process Inventory 000
Step 2: Establish the Foundation 000
Step 3: Draw the Process Map 000
Step 4: Estimate Time and Cost 000
Step 5: Verify the Process Map 000
Step 6: Apply Improvement Techniques 000
Step 7: Create Internal Controls, Tools, and Metrics 000
Step 8: Test and Rework 000
Step 9: Implement the Change 000
Step 10: Drive Continuous Improvement 000
The Executive Summary 000
Business Process Improvement 000
Case Study 1: Training and Development 000
Case Study 2: Recruitment Process in Hong Kong 000
Chapter Summary
CHAPTER 2
Step 1: Develop the Process Inventory: Identifying and Prioritizing
the Process List 000
The Process Inventory 000
Process Prioritization 000
Developing Criteria 000
Determining Scale 000
Applying Weighting 000
Chapter Summary: Step 1 000
Time Estimate 000
Build the Business Process Inventory 000
Sponsor Meeting 000
Establish Categories, Criteria, Scale, Weighting 000
Complete the Process Prioritization Table 000
A Second Sponsor Meeting 000
What You Have Achieved 000
Knowledge Check 000
CHAPTER 3
Step 2: Establish the Foundation: Avoiding Scope Creep 000
The Eight Sections of the Scope Definition Document 000
Section 1: Process Name 000
Section 2: Process Owner 000
Section 3: Description: 000
Section 4: Scope 000
Section 5: Process Responsibilities 000
Section 6: Client and Client Needs 000
Section 7: Key Stakeholders and Interests 000
Section 8: Measurements of Success 000
Chapter Summary: Step 2 000
Time Estimate 000
First Project Team Meeting 000
Sponsor Meeting 000
What You Have Achieved 000
Knowledge Check
CHAPTER 4
Step 3: Draw the Process Map: Flowcharting and Documenting 000
Process Map Overview 000
Drawing the Process Map 000
Box 1 000
Box 2 000
Box 3 000
Boxes 4--7 000
The Cross-Functional Process Map 000
Continuing the Work from Meeting to Meeting 000
Documenting the Process 000
Process Mapping Tools 000
Microsoft Visio 000
SmartDraw 000
Chapter Summary: Step 3 000
Time Estimate 000
Second Project Team Meeting 000
Postmeeting Work 000
Follow-on Project Team Meetings 000
What You Have Achieved 000
Knowledge Check 000
CHAPTER 5
Steps 4--5: Estimate Time and Cost and Verify the Process Map:
Introducing the Process and Cycle Time and Gaining Buy-In 000
Business Process Timing 000
Process Time 000
Cycle Time 000
Process Cost 000
People Costs 000
Tool Costs 000
Overhead Costs 000
Putting It All Together 000
Alternative Cuts of the Data 000
Analyzing the Cost Estimate Columns 000
Verify the Process Map 000
Process Workers 000
Stakeholders 000
Sponsor 000
Chapter Summary: Steps 4--5 000
Time Estimate 000
Project Team Meeting 000
Postmeeting Work 000
Sponsor Meeting 000
Verify the Process Map 000
Postvalidation Work 000
What You Have Achieved 000
Knowledge Check 000
CHAPTER 6
Step 6: Apply Improvement Techniques: Challenging Everything 000
Eliminate Bureaucracy 000
Value Added 000
Eliminate Duplication 000
Simplification 000
Reduce Cycle Time 000
Automation 000
Impact Analysis 000
Chapter Summary: Step 6 000
Time Estimate 000
Project Team Meeting 000
Postmeeting Work 000
What You Have Achieved 000
Knowledge Check 000
CHAPTER 7
Step 7: Create Internal Controls, Tools, and Metrics: Making It Real 000
Internal Controls 000
Tools 000
Job Aids 000
Custom Email Forms 000
Excel Tools 000
Metrics 000
Chapter Summary: Step 7 000
Time Estimate 000
Project Team Meeting 000
Postmeeting Work 000
Project Team Meeting 000
What You Have Achieved 000
Knowledge Check 000
CHAPTER 8
Step 8: Test and Rework: Making Sure It Works 000
The Five Steps in Testing the Business Process 000
Step 1: Create the Test Plan 000
Step 2: Develop Test Sets 000
Step 3: Implement the Test Plan 000
Step 4: Summarize Feedback and Rework 000
Step 5: Retest 000
Chapter Summary: Step 8 000
Time Estimate 000
Create the Test Plan 000
Create Test Shots, Gain Resource Approval, Develop Feedback Tool 000
Implement the Test Plan and Rework 000
What You Have Achieved 000
Knowledge Check 000
CHAPTER 9
Step 9: Implement the Change: Preparing the Organization 000
The Implementation Plan 000
Overview of the Three Phases of the Implementation Plan 000
The Design Phase 000
The Development Phase 000
The Implementation Phase 000
The Four Tracks in the Implementation Phase 000
Change Management Track (Impact Analysis) 000
Testing Track 000
Communications Track (Communication Plan) 000
Training Track (Training Plan) 000
Chapter Summary: Step 9 000
Time Estimate 000
Develop the Implementation Plan 000
Refine the Impact Analysis 000
Develop the Communication Plan 000
Develop the Training Plan 000
Gain Sponsor Buy-In 000
What You Have Achieved 000
CHAPTER 10:
Step 10: Drive Continuous Improvement: Embracing the
New Mindset 000
The Continuous Improvement Cycle 000
Evaluate 000
Test 000
Assess 000
Execute 000
Continuous Improvement Plan 000
Chapter Summary: Step 10 000
Time Estimate 000
Develop the Continuous Improvement Plan and Schedule 000
Gain Sponsor Buy-in 000
Test, Assess, Execute 000
What You Have Achieved 000
Knowledge Check 000
CHAPTER 11
Create the Executive Summary: Getting the Recognition 000
The Six Sections of the Executive Summary 000
Section 1: Project Focus 000
Section 2: Goals 000
Section 3: Summary 000
Section 4: Key Findings 000
Section 5: Deliverables 000
Section 6: Appendix 000
Chapter Summary 000
Time Estimate 000
Create Analytical Tables 000
Write the Executive Summary 000
What You Have Achieved 000
Knowledge Check 000
CHAPTER 12
Business Process Management: BPM and Other Improvement
Techniques 000
Business Process Management 000
Business Process Modeling (BPM) 000
Business Process Model and Notation (BPMN) 000
Gateways 000
Pools 000
Events 000
Activity 000
Loops 000
Flow Lines 000
Software Products 000
IBM Blueworks Live 000
iGrafx Flowcharter 000
Promapp 000
Other Process Improvement Techniques 000
TQM (Total Quality Management), Continuous Improvement, and
Kaizen 000
Hoshin Kanri 000
Reengineering 000
Six Sigma 000
Lean 000
Lean Six Sigma 000
Chapter Summary 000
What You Have Achieved 000
CHAPTER 13
Case Study 1: Training and Development 000
Background 000
Step 1: Develop the Process Inventory 000
Step 2: Establish the Foundation 000
Step 3: Draw the Process Map 000
Step 4: Estimate Time and Cost 000
Part 1: List Process Activities and Process Time 000
Part 2: Identify Annual Volume 000
Part 3: Determine the FTE Formula 000
Part 4: Determine Employee Costs 000
Step 5: Verify the Process Map 000
Step 6: Apply Improvement Techniques 000
Benchmarking 000
A New Approach 000
Step 7: Create Internal Controls, Tools, and Metrics 000
Internal Controls 000
Tools 000
Metrics 000
Step 8: Test and Rework 000
Step 9: Implement Change 000
Communication Track 000
Training Track 000
Change Management Track 000
Step 10: Drive Continuous Improvement 000
Chapter Summary 000
What You Have Achieved 000
CHAPTER 14:
Case Study 2: Recruitment Process in Hong Kong 000
Background 000
Step 2: Establish the Foundation 000
Step 3: Draw the Process Map 000
Step 4: Estimate Time and Cost 000
1. List Process Activities and Process Time 000
2. Identify Volume 000
3. Determine FTE Formula 000
4. Determine Employee Costs 000
Step 5: Verify Process Map 000
Step 6: Apply Improvement Techniques 000
Step 7: Create Internal Controls, Tools, and Metrics 000
Step 8: Test and Rework 000
Step 9: Implement Change 000
Step 10: Drive Continuous Improvement 000
Chapter Summary 000
What You Have Acquired 000
INDEX 000
