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. In the tenth and final chapter, the author adds quantitative depth to her analysis of processes with a section on techniques of measurement, including a substantive consideration of the Balanced Scorecard model. She also summarizes the contents of a business case that constitutes the final project report for a process improvement project. In that section, the future of project management and the role of process management in moving white-collar work to a service orientation are discussed. She concludes with a brief discussion of processes in the context of information technology (IT) service management.

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