個案資料

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. At this point in the book's coverage of process mapping, all current mapping is complete, and waste or non-value adding steps have been removed from the process to the extent possible. In Chapter 7, cleaning techniques are applied to remaining process steps to improve their efficiency and effectiveness. The author explains two techniques critical in complex process control: statistical process control, which is discussed in terms of its use in surfacing areas for improvement, and root cause analysis, a technique used to determine all possible causes of an error or outage incident. She then turns to several simple "cleaning" techniques that improve the functioning of individual process steps.

• Operations strategy
• Service management
• Change management
• Information systems
• Quality management