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Process Mapping II
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 4 continues the discussion of process map variations and different methods of depicting aspects of processes. As the chapter explains, many maps are so complex that they are difficult to understand unless summarized in logical "chunks"; this chapter explains the reasoning for creating summary maps. It also introduces the challenges of validating and verifying a process map.