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. Chapter 9 discusses process redesign via techniques examined in the previous chapters. The process for developing a redesign is to evaluate all recommended changes to this point in the project, first rationalizing them into a smaller set, and then analyzing which sets are beneficial in terms of cost to the organization. Many of the techniques used in other aspects of the analysis are applied to making sense of the recommendations, evaluating their worth, and selecting those most likely to result in a coherent, useful process. Topic headings include Compliance Management, Innovation in Redesign, Validation, Case-for-Change Financial Analysis, Failure Mode and Effect Analysis, Statistical Process Management Revisited, and Force Field Analysis.

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