The Process Improvement Handbook: A Blueprint for Managing Change and Increasing Organizational Performance

Index

A3 report

template

Accounting

Achievements:

celebrating

of customer delight

team achievement awards

Adaptation, of handbook

ADDDSA. See Assess-Define-Develop-Deploy-Sustain-Adapt

Affinity diagrams

After-action reviews

Agent service performance

Agile Software

Agility

increased

Alignment

Amazon.com

Analysis:

DMADV

DMAIC

force field analysis

of gaps

Pareto analysis

process value

RCA

Analytic tree. See Tree diagrams

Analytical thinking skills

Application:

case examples

instructions

templates

Approval

Approvers

Aptitudes. See Process improvement

aptitudes Architects

Architecture. See Process-oriented architecture

ARIS (Software AG)

Artifacts:

approval of

assets as

authorization of

business architecture

consultation needs and

corporate knowledge

developing

embedded knowledge and

higher-quality

inspections

maintenance and updating of

process maturity and

reviews

approval and

revisions and

semantic integration and

standardized

writing styles and

As-is state

Assess-Define-Develop-Deploy-Sustain-Adapt (ADDDSA)

Assessments:

continuous

performance

PMM

approach

artifact reviews

interview sessions

maturity rating

planning

prioritization

report preparation and delivery

results

survey administration

teams

timeline

validation

quality

Assets:

artifacts as

corporate

financial

human

information

management of

organizational

physical

relationship

security

technology

Audience, of handbook

Authorization and approval

Autonomy

Awards

Backbone

Balanced scorecard approach

Benchmarking

organizational

Benefits

of KM

of organizations

of POA

policies and

procedures and

of process ecosystems

processes and

Best practices

Bottlenecks

Bowling charts

BPR. See Business process reengineering

Brache, Alan P.

Brainstorming

Building partnerships

Business:

customers

desired outcomes

enterprise architecture and

intelligence

knowledge

landscape

management

objectives

policies

process

architects

requirements

rules

stakeholders

unit performance

user visibility

Business process reengineering (BPR)

Call centers

performance

Capability:

maturity model

organizational

Capability maturity model integration (CMMI)

Car dealership

Carnegie Mellon University

Cascading effect, of improvements

Case examples

customer delight

failure recognition

payment card industry

problems and solutions

reward and celebrate

roadblocks

summary

Catchball

Centralized process tracking

Change:

cultural

management

operational governance and

plan template

skills

positive acceptance

requests

Charts:

bowling

critical to quality

flowcharts

Check sheets

Checklists

Choreography

Classroom training

Closeout

project closeout communication template

CMMI. See Capability maturity model integration

Coaching skills

Codes of conduct

Collaboration

Common vocabulary

Communication. See also Language

channels

plan

project closeout template

skills

Communities of practice

Compensation

Competencies:

building partnerships

business knowledge

collaboration

credibility

defined

flexibility

initiative

resilience

situational awareness

sound judgment

strategic implementation

Competitors

Complexity

Compliance and policy management

Composability

Conception

Consequences

Consistency

Constraints:

identifying

theory of constraints

Consultations

Context

business rules

leadership

strategies

organizational structure

policies

benefits of

best practices for

distinguishing characteristics of

using

procedures

benefits of

best practices for

distinguishing characteristics of

sample

using

work instructions and

process improvement:

defined

leadership and

managers

methods of

operations management

organizations

primary objective of

project

process orientation

process owners

processes

benefits of

best practices for

defined

distinguishing characteristics of

map

types of

using

summary

work instructions

Contingencies, planning for

Continuous assessment

Continuous improvement

culture

Continuous learning

Controls:

department

DMAIC

document

version

Coordinators

Core processes

Corporate assets

Corporate culture

Corporate governance

Corporate knowledge artifacts

Costs, streamlined

Credibility

Credit card information

Critical knowledge

Critical to quality chart

CRM. See Customer relationship management

Cross-functional processes

maps

Cross-referencing

of procedures

Culture:

alignment and

change and

continuous improvement

corporate

customer-driven

decision-making and

embedded knowledge and

feedback systems and

5S and

imperatives

of improvement

as internal driving force

managed level and

norms

organizational

practice

process

process ecosystem and

process improvement framework and

process management and

process-oriented

of recognition

timeline and

Toyota production system and

workforce

Current state model

Customer relationship management (CRM)

Customers

artifacts and

business

customer-centric processes

customer-driven culture

delight of

focus

market base

process and

satisfaction

SIPOC

support

VOC

Customized shape pallets

Cycle time

Dashboards

measurement plan

Data:

collection plan

models and flows

Decision-making:

A3 report and

fact-based

process

skills

transferring

Defects

Define-Measure-Analyze-Design-Verify (DMADV)

Define-Measure-Analyze-Improve-Control (DMAIC)

Deliverables:

Kaizen

Lean Six Sigma

project

Rummler-Brache

Demand management

Deming, W. Edwards

Deming Improvement Model. See Plan-Do-Check-Act

Departments

controls

functional

operational

Design:

functional organization

governance

human-centered

life-cycle management and

process

of process ecosystems

process-focused organizational

Design-For-Lean-Six-Sigma (DFLSS)

Desired business outcomes

Development times

DFLSS. See Design-For-Lean-Six-Sigma

Diagrams:

affinity

fishbone

flowcharts

scatter

tree

Dictionary overview

Discipline

Disconnect list template

Discoverability

Disengagement

Divisions

DMADV. See Define-Measure-Analyze-Design-Verify

DMAIC. See Define-Measure-Analyze-Improve-Control

Documentation

Documented level, of PMM

Documenting processes

Documents:

controls

repositories

Domain experts. See Subject matter experts

Driving forces

E-mail

Ecosystems. See Process ecosystems

Education strategy

Effectiveness

increased

operational

workforce

Efficiency

improvements and

inefficiencies

Embedded knowledge

Embedded processes

Emerging competitors

Employees. See also Talent management; Workforce

attracting and retaining

involvement

Enablers

End states

End-to-end measurement coverage

Engineering

business process reengineering

Enterprise:

architecture

enabling

modeling

performance

perspective

understanding

Enterprise Modeler (iGrafx)

Environment

factors

Equipment

Evaluations

Excel

Exceptions

Execution

Executive committee

review

Executive leadership

Explicit knowledge

External driving forces

Extreme programming

Facilitation skills

Facilities

Fact-based decision-making

Failure recognition

Federation

Feedback

systems

Field experience

Finance

Financial analysts

Financial assets

Fishbone diagrams

Five-year outlook

5 Whys

template

Flexibility

work-life flexibility programs

Flowcharts

Force field analysis

Fortune 500 companies

Frameworks

governance

process improvement management and

Frequently Asked Questions

Functional department

Functional management

Functional manager

Functional organization design

Future state model

Gaps:

analyzing

knowledge

Goals

defining

determining

strategic

subgoals

Governance:

corporate

design

frameworks

implementation

operational

planning

process

closeout

execution

executive committee review

intake

monitoring

proposal

steering committee review

process improvement

purpose of

roles and responsibilities:

business customers and stakeholders

executive committee

POI

steering committee

structure

executive committee

governance process

performance monitoring

process backbone

process ecosystem

project portfolio management

proposal

steering committee

strategic road map

Government standards

Granularity

Groupings

Groups:

discussions

input

meetings

Guidelines. See also Instructions

Kaizen event

Lean Six Sigma

Rummler-Brache

staffing

Healthy workplace initiatives

Hierarchy diagrams. See Tree diagrams

High-level statements

High-priority improvement actions

Hoshin Kanri

Hospital patients

Human assets

Human-centered design

Human performance system

Humphrey, Watts

IBM

IDEF. See Integrated definition for functional modeling

IEEE IDEF. See Institute of Electrical and Electronics Engineers Integration Definition

iGrafx

Implementation:

governance

process ecosystems and

process models and

strategic

Improvement. See also Process improvement

cascading effect of

continuous

culture of

efficiency and

high-priority actions

operational performance focus

PMM assessment and

priorities

Improving Performance: How to Manage the White Space on the Organization Chart (Rummler and Brache)

Inconsistency

Industry standards

Inefficiencies

Informal level, of PMM

Information:

assets

credit card

flow

technology

Infrastructure

Initiative

Innovation

Inputs

Institute of Electrical and Electronics Engineers Integration Definition (IEEE IDEF)

Instructions

A3 template

change management plan template

check sheet

communication plan

critical to quality chart

dashboard measurement plan

data collection plan

disconnect list template

5 Whys template

5S template

force field analysis

Hoshin Kanri

lessons learned survey content

meeting minutes template

metrics chain

policy template

procedure template

process:

map

monitoring plan

profile template

value analysis template

project:

charter template

closeout communication template

plan template

status report template

quick win identification

response plan template

roles and responsibilities matrix

solutions prioritization matrix

stakeholders:

identification template

management plan

step-by-step

super system map template

voice of the customer

work

Intake

Integrated definition for functional modeling (IDEF)

Integrated level, of PMM

Integrated system

Interconnections, limiting

Internal driving forces

International Organization for Standardization (ISO)

Interviews:

sessions

timeline and

Ishikawa Diagram. See Fishbone diagrams

ISO. See International Organization for Standardization

Japan

Job aides

Judgment:

quality of

sound

Juran, Joseph M.

Just Do It

Kai

Kaizen

activities

event guidelines

key deliverables

management team

PDCA and

PIO and

roles and responsibilities

subject matter experts

team members

Kaoru Ishikawa

Key performance measures (KPMs)

Key process indicators (KPIs)

Kickoff meeting

KM. See Knowledge management

Knowledge:

areas:

context

managing process improvements

process ecosystems

process improvement aptitudes

process maturity model

process-oriented architecture

business

corporate artifacts

critical

embedded

explicit

gaps

tacit

Knowledge management (KM)

benefits of

tools and practices

KPIs. See Key process indicators

KPMs. See Key performance measures

Language:

common

semantic integration

writing styles

Leadership

executive

process ecosystems and

senior

strategies

Lean development

Lean Six Sigma

DMADV

DMAIC

key deliverables

project guidelines

purpose of

roles and responsibilities

Legacy processes

Legal (operational function)

Lessons learned survey content

Life-cycle management:

conception

design

realization

service

Link management

Lists:

checklists

disconnect list template

stop listing

LiveLink

Logistics

Loose coupling

Manageability

Managed level, of PMM

Management:

of assets

business

change

operational governance and

plan template

skills

compliance and policy

customer relationships

demand

disciplines

functional

knowledge

benefits of

tools and practices

life-cycle:

conception

design

realization

service

link

operations

performance

key metrics

process dashboards

process enablers

process monitoring plans

talent

plans:

change

stakeholder

portfolio

process

agility

business process reengineering

Just Do It

Lean Six Sigma

other methodologies

PDCA

Rummler-Brache

selecting methodology

stakeholders and

theory of constraints

Toyota production system

TQM

process ecosystems:

new obligations

process architect

process improvement coordinator

process improvements

environmental factors

framework

leadership

organizational influences

organizational profile

process management

strategic planning

processes

project

portfolio

quality

skills:

change

project

time

stakeholder management plan

systems

talent

continuous learning

performance management

rewards and recognition

valuing workforce members

team

time

workforce

Managers

Managing the Software Process (Humphrey)

Manual tasks

Manufacturing

organizations

Mapping:

cross-functional maps

POA road map

governance framework

managing processes

process models

process mapping

PIO and

process improvement aptitudes and

stakeholders and

strategic road map

super system map

competitors

customers

environment

organization

suppliers

template

Marketing

Marketplace

Maturity. See also Process maturity model

rating

Measurement coverage, end-to-end

Meeting minutes template

Meetings:

group

kickoff

Mega International

MEGA Suite (Mega International)

Metastorm (OpenText)

Metrics

chain

Microsoft. See also specific programs

Models:

CMMI

current state

data

enterprise modeling

future state

implementing

management systems and

PDCA

process maturity model

assessments

defined

levels

process ecosystems and

scope of appraisal

summary

Monitoring

Morale

Motivation

Muda (waste)

Mura (inconsistency)

Muri (overburden)

Neglected accounts

Negotiating skills

New competitors

Objectives

business

of process improvement

OLAs. See Organization level agreements

Ongoing plan

OpenText

Operational department

Operational effectiveness

Operational governance

Operational performance improvement focus

Operational processes

Operations:

management

manager

Opportunities

Optimization

Optimized level, of PMM

Orchestration

Order processing

Organization:

assets

benchmarking

capability

cultures

development

focus

functional organization design

hierarchy

level

norms

profile

restructuring

risk

structure

super system map and

Organization level agreements (OLAs)

Organizations (entities). See also Process improvement organizations

benefits of

manufacturing

responsibility of

Output expectations

Overburden

Overview

Pareto analysis

Partnerships, building

Patterns:

of performance

recognition of

Payment card industry (PCI)

PDCA. See Plan-Do-Check-Act

Performance:

agent service

assessments

of call centers

dimensions

expectation

human performance system

KPMs

levels

management

key metrics

process dashboards

process enablers

process monitoring plans

talent management

monitoring

enterprise performance

key measures

patterns of

process

project

rating scale

successful

supply chain

Performer level

Performers

Personal learning focus

Personas

Physical assets

PIO. See Process improvement organizations

Plan-Do-Check-Act (PDCA)

Planning:

for contingencies

governance

ongoing

PMM

strategic

timeline and

PMM. See Process maturity model

POA. See Process-oriented architecture

Points of view (POV)

Poka-yoke

Policies

benefits of

best practices for

business

distinguishing characteristics of

management

process ecosystems and

sample

template

using

Policy deployment. See Hoshin Kanri

Portfolio management

Positive change acceptance

POV. See Points of view

PowerDesigner (Sybase)

PowerPoint

Principles:

determining

of POA

Prioritization

Problem-solving

Procedures

benefits of

best practices for

cross-referencing

distinguishing characteristics of

process ecosystems and

sample

stakeholders and

template

using

work instructions and

Process:

architects

autonomy

backbone

benefits of

best practices for

breakdowns

centered

change request

choreography

composability

core

cross-functional

maps

culture

customer-centric

dashboards

measurement plan

defined

design

development

discoverability

distinguishing characteristics of

documentation

documenting

embedded

enablers

federation

granularity

hierarchy

increased focus

as internal driving force

landscape

legacy

level

management

agility

business process reengineering

Just Do It

Kaizen

Lean Six Sigma

other methodologies

PDCA

Rummler-Brache

selecting methodology

stakeholders and

theory of constraints

Toyota production system

TQM

mapping

PIO and

process improvement aptitudes and

stakeholders and

monitoring plan

optimization

orchestration

orientation

owners

performance

process ecosystems and

profile:

details

template

reusability

sequential

sharing

simulation

subprocesses

tracking

training

classroom

skills

types of

management

operational

supporting

using

valuable

value analysis template

Process Central (iGrafx)

Process ecosystems

applicability of

benefits of modeling and constructing

building of

design

implementation

management systems

monitoring

optimization

process backbone

process modeling

simulation

components of

business requirements

business rules

key performance measures

personas

policies

procedures

process dashboards

processes

resources

risks

scorecards

strategic goals

concept

creating

defined

enterprise modeling

groupings

management of:

new obligations

process architect

process improvement coordinator

overview of

PMM and

POA and

processes and

sample of

stakeholders and

structure of

summary

Process-focused organizational design

Process improvement:

architects

coordinators

defined

leadership and

management of

environmental factors

framework

knowledge management

leadership

organizational influences

organizational profile

performance management

process management

quality management

strategic planning

summary

workforce management

managers

manifesto

agility

continuous learning

discipline

enterprise perspective

human-centered design

leadership

quality

respect

service orientation

methods of

operations management

organizations

PIO and

primary objective of

project

activities

deliverables

timelines

Process improvement aptitudes

competencies:

building partnerships

business knowledge

collaboration

credibility

defined

flexibility

initiative

resilience

situational awareness

sound judgment

strategic implementation

dictionary overview

skills:

analytical thinking

change management

coaching

communication

decision-making

defined

facilitation

negotiating

project management

time management

training

summary

talent management

continuous learning

performance management

rewards and recognition

valuing workforce members

tools and techniques:

A3 report

affinity diagrams

brainstorming

check sheet

fishbone diagrams

5 Whys

force field analysis

Pareto analysis

process mapping

scatter diagrams

tree diagram

Process Improvement Aptitudes Dictionary

Process improvement organizations (PIO)

charter

as-is state

benchmarking

consultations

enterprise understanding

focus areas

Just Do It

Kaizen

organizational restructuring

other services

performance assessments

process change request

process improvement

process mapping

process training

project management

quality assessments

root cause analysis

to-be state

workforce engagement

continuous assessment

department controls

governance

implementing

purpose of

roles and responsibilities

structure

roles and responsibilities

process improvement architects

process improvement coordinator

process improvement manager

services

process improvement project

project intake

timelines

stakeholders and

summary

Process Manager (IBM)

Process maturity model (PMM)

assessments

approach

artifact reviews

interview sessions

maturity rating

planning

prioritization

report preparation and delivery

results

survey administration

teams

timeline

validation

defined

levels

documented

informal

integrated

managed

optimized

process ecosystems and

scope of appraisal

summary

Process models. See Models

Process-oriented architecture (POA)

benefits of

business objectives of

construct of

defined

enablement

enterprise:

architecture

enabling

principles of

process ecosystems and

road map

governance framework

managing processes

process models

summary

Process-oriented culture

Process-oriented thinking

Profiles:

organizational

process profile:

details

template

Profitability

Projects:

charter template

closeout communication template

deliverables

intake

management

skills

performance

plan template

portfolio management

process improvement

activities

deliverables

timelines

requests

Rummler-Brache