個案資料
了解個案內容與學習目標，選擇授課教師及使用課程。
Appendix: Final Report for the SCI Call Center-Technology Analysis
內容大綱
Process Mapping & Management, written by Sue Conger of the University of Dallas, is a 10-chapter book published by Business Expert Press. The book comprises three sections: Process mapping mechanics, process improvement analysis, and process redesign and justification. Written for executives and graduate students, the text offers practical techniques for simplifying and improving business processes that are immediately actionable. The improvement analysis is based on lean six sigma techniques and discusses leaning for the removal of process waste, cleaning for improving the remaining steps, and greening for evaluating methods that either automate or off-load work. A call-center case study runs through the book to illustrate many of the techniques. This appendix to the book will provide a useful, concrete model to readers who have read at least a few chapters. It presents a final report on the processes examined in the SCI Call Center case that runs through the book. Headings include: Project Methodology, Overview of SCI Organization, Analysis, Technology Analysis, Summary of Recommendations, Financial Analysis, Proposed Process, and Benchmarks and Measures.