APPENDIX E

Illustrations and Figures

Section I - Chapter 01:

•  Figure 1-1 Process Improvement Manifesto

Section I - Chapter 02:

•  Figure 2-1 Sample Policy

•  Figure 2-2 Sample Process Map

•  Figure 2-3 Sample Procedure

•  Figure 2-4 Process Hierarchy

•  Figure 2-5 Distinguishing Characteristics of a Policy, Process & Procedure

•  Figure 2-6 Sample Functional Organization Design

•  Figure 2-7 Sample Process Focused Organization Design

•  Figure 2-8 Leadership Strategies for Process Improvement

Section II - Chapter 03:

•  Figure 3-1 Process Maturity Model

Section II - Chapter 04:

•  Figure 4-1 Process-Oriented Architecture Construct

•  Figure 4-2 Process-Oriented Architecture Guiding Principles

•  Figure 4-3 Process Ecosystem Overview

Section II - Chapter 05:

•  Figure 5-1 Sample Process Ecosystem Groupings

•  Figure 5-2 Sample Persona of a Process Customer

•  Figure 5-3 Common Business Rules Attributes

•  Figure 5-4 Process Ecosystem Concept

•  Figure 5-5 Process Ecosystem Structure

Section II - Chapter 06:

•  Figure 6-1 Process Improvement Framework

•  Figure 6-2 Super System Map

•  Figure 6-3 Hoshin Kanri

•  Figure 6-4 PDCA Model

•  Figure 6-5 Key Kaizen Deliverables

•  Figure 6-6 DMAIC Cycle

•  Figure 6-7 DMADV Cycle

•  Figure 6-8 Key Six Sigma Deliverables

•  Figure 6-9 Key Rummler-Brache Deliverables

•  Figure 6-10 Selecting a Methodology

•  Figure 6-11 Agility & Process Improvement

•  Figure 6-12 Performance Rating Scale

•  Figure 6-13 Sample Process Monitoring Plan

•  Figure 6-14 Sample Process Performance Dashboard

•  Figure 6-15 Performance Dashboard Charts & Tools

•  Figure 6-16 Human Performance Model

•  Figure 6-17 Knowledge Management Lifecycle

Section II - Chapter 07:

•  Figure 7-1 Process Improvement Focus Areas

•  Figure 7-2 Process Improvement Project Activities

•  Figure 7-3 Kaizen Event Activities

•  Figure 7-4 Just Do It Activities

•  Figure 7-5 Process Mapping Activities

•  Figure 7-6 Root Cause Analysis Activities

•  Figure 7-7 Process Improvement Consulting Activities

•  Figure 7-8 Process Training Activities

•  Figure 7-9 Process Performance Assessment Activities

•  Figure 7-10 Process Improvement Governance Structure

•  Figure 7-11 Process Improvement Governance Process

•  Figure 7-12 Process Improvement Intake Process

Section II - Chapter 08:

•  Figure 8-1 Process Mapping Shapes

•  Figure 8-2 Force Field Analysis Template

•  Figure 8-3 Format of a Fishbone Diagram

•  Figure 8-4 Format of a 5 Whys Audit Sheet

•  Figure 8-5 Example Brainstorming Session Output

•  Figure 8-6 Sample Check Sheet

•  Figure 8-7 A Basic Pareto Chart

•  Figure 8-8 The Five 5S Practices

•  Figure 8-9 Affinity Diagram

•  Figure 8-10 Tree Diagram

•  Figure 8-11 A3 Report

•  Figure 8-12 Scatter Diagram

Section III - Chapter 09:

•  Figure 9-1 Call Center Performance

Section III - Chapter 10:

•  Figure 10-1 5S Template

•  Figure 10-2 5 Whys Template

•  Figure 10-3 A3 Template

•  Figure 10-4 Change Management Plan Template

•  Figure 10-5 Check Sheet Template

•  Figure 10-6 Communication Plan Template

•  Figure 10-7 Dashboard Management Plan Template

•  Figure 10-8 Data Collection Plan Template

•  Figure 10-9 Disconnect List Template

•  Figure 10-10 Force Field Analysis Template

•  Figure 10-11 Hoshin Kanri Template

•  Figure 10-12 Lessons Learned Survey Content Template

•  Figure 10-13 Meeting Minutes Template

•  Figure 10-14 Metrics Chain Template

•  Figure 10-15 Policy Template

•  Figure 10-16 Procedure Template

•  Figure 10-17 Process Map Template

•  Figure 10-18 Process Monitoring Plan Template

•  Figure 10-19 Process Profile Template

•  Figure 10-20 Process Value Analysis template

•  Figure 10-21 Project Charter Template

•  Figure 10-22 Project Closeout Communication Template

•  Figure 10-23 Project Plan Template

•  Figure 10-24 Project Status Report Template

•  Figure 10-25 Quick Win Identification Template

•  Figure 10-26 Response Plan Template

•  Figure 10-27 Roles and Responsibilities Matrix Template

•  Figure 10-28 Solutions Prioritization Matrix Template

•  Figure 10-29 Stakeholder Identification Template

•  Figure 10-30 Stakeholder Management Plan Template

•  Figure 10-31 Super System Map Template

•  Figure 10-32 Voice of the Customer-Critical to Quality Chart Template