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。
Process Mapping I
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. Chapters 3 and 4 explain process mapping in detail. Process maps are icon-based shorthand ways of describing the steps for performing some process. Chapter 3 picks up on the gathering of documentation covered in the previous chapter, discussing what to do with all that documentation, starting with its review and ending with its addition to a documentation archive.