Process Improvement Handbook · A Blueprint for Managing Change and Increasing Organizational Performance (9780071817677) by Boutros, Tristan -- Read -- Imperial Library of Trantor

Index

Cover Praise for the Process Improvement Handbook Title Page Copyright Page Contents at a Glance Contents Forewords Preface About the Authors Acknowledgments Part I: Introduction

Chapter 1: Introduction

Overview of The Process Improvement Handbook The Purpose The Audience Navigating the Handbook

Part I—Introduction Part II—The Process Improvement Knowledge Areas Part III—Applying the Process Improvement Body of Knowledge

Relationship to Other Management Disciplines Process Improvement Manifesto

Agility Quality Leadership Communication Respect Discipline Enterprise Perspective Service Orientation Continuous Learning Human-Centered Design

Adapting the Handbook to Your Needs Contacting Us Chapter Summary Chapter Preview

Part II: The Process Improvement Knowledge Areas

Chapter 2: The Process Improvement Context

Process Defined

Types of Processes Process Owner

Relationships among Policies, Processes, and Procedures

Policies Processes Procedures Using Policies, Processes, and Procedures Best Practices for Developing Policies, Processes, and Procedures Benefits of Developing Policies, Processes, and Procedures

Process Improvement Defined Process Improvement Organization

Responsibilities of a Process Improvement Organization Benefits of a Process Improvement Organization

Process Improvement and Operations Management

Differences between Improvement Projects and Operations Similarities between Process Improvement Projects and Operations

Role of a Process Improvement Manager Process Orientation and Organizational Structure Leadership and Process Improvement Summary Chapter Preview

Chapter 3: Process Maturity

Process Maturity Model Defined Process Maturity Levels Assessing Process Maturity

Approach Timeline Results

Chapter Summary Chapter Preview

Chapter 4: Process-Oriented Architecture (POA)

Enterprise Architecture Defined Process-Oriented Architecture Defined Core Principles of Process-Oriented Architecture Benefits of Process-Oriented Architecture Process-Oriented Architecture Road Map

Creating a POA Governance Framework Implementing Process Models Managing Processes Building an Enterprise Process Ecosystem Enabling the Process-Oriented Enterprise

Chapter Summary Chapter Preview

Chapter 5: Creating a Process Ecosystem

Enterprise Modeling Defined Process Ecosystem Defined

Benefits of Modeling and Constructing a Process Ecosystem Applicability of the Process Ecosystem

Process Ecosystem Components

Strategic Goals Policies Processes Procedures Key Performance Measures Process Dashboards and Scorecards Personas Resources Risks Business Rules Other Components

Building a Process Ecosystem

Design the Ecosystem Implement the Ecosystem Monitor the Ecosystem Sample Process Ecosystem Process Backbone Process Modeling and Management Systems Simulation and Optimization

Managing a Process Ecosystem

Role of a Process Improvement Architect Role of a Process Improvement Coordinator

New Management Obligations Chapter Summary Chapter Preview

Chapter 6: Managing Process Improvements

Process Improvement Framework Environmental Factors and Organizational Influences Organizational Profile

Super System Map

Leadership Strategic Planning

Hoshin Kanri

Process Management

Just Do It Kaizen Lean Six Sigma Rummler–Brache Selecting a Process Improvement Methodology Other Process Improvement Methodologies Agility and Process Improvement

Performance Management

Key Performance Metrics Process Monitoring Plans Process Dashboards Process Enablers

Workforce Management

Human Performance System

Quality Management Knowledge Management

Benefits of Knowledge Management Knowledge Management Tools and Practices

Chapter Summary Chapter Preview

Chapter 7: The Process Improvement Organization (PIO)

Charter of a Process Improvement Organization Process Improvement Services

Project Intake Process Improvement Project Kaizen Event Process Change Request: Just Do It Process Mapping (As-Is or To-Be) Root Cause Analysis Consulting Process Training Quality and Performance Assessments Other Process Improvement Services

Roles and Responsibilities

Process Improvement Coordinator Process Improvement Manager Process Improvement Architect

Process Improvement Governance

Purpose of Governance Governance Structure Implementing Governance

Department Controls Chapter Summary Chapter Preview

Chapter 8: Process Improvement Aptitudes

Overview of the Dictionary

Using the Process Improvement Aptitudes Dictionary

Skills, Competencies, and Techniques Defined Process Improvement Skills

Facilitation Skills Change Management Skills Project Management Skills Time Management Skills Analytical Thinking Skills Negotiating Skills Decision-Making Skills Communication Skills Training Skills Coaching Skills

Process Improvement Competencies

Building Partnerships Collaboration Credibility Flexibility Initiative Business Knowledge Sound Judgment Resilience Strategic Implementation Situational Awareness

Process Improvement Tools and Techniques

Process Mapping Force Field Analysis Fishbone Diagrams 5 Whys Brainstorming Check Sheet Pareto Analysis 5S Affinity Diagram Tree Diagram A3 Report Scatter Diagram

Building, Recognizing, and Retaining Talent

Valuing Workforce Members Continuous Learning Rewards and Recognition Performance Management Other Talent Management Practices

Chapter Summary Chapter Preview

Part III: Applying the Process Improvement Handbook

Chapter 9: Case Examples

Recognize What Failure Is