Process Mapping and Managemnet - Conger Sue A.
As the economy moves toward a services orientation, companies
are struggling with how to improve their offerings.
Process management is a key component of the services that
companies provide, and author Sue Conger has written a helpful
tool to learn more of this key component now helping companies
around the world.
This book has three main parts: mapping, improvement,
and error-proofing and metrics. In the first part-mapping-
the reader will learn how to map a process so that the map
is immediately understandable for identifying the roles, work
steps, and automation support used in process delivery. The
second part-improvement-provides a series of techniques
for defining, prioritizing, and analyzing problems from several
perspectives. The first perspective is called "leaning," and
its purpose is to remove waste from an existing process. The
second perspective is "cleaning," during which the remaining
steps following leaning are analyzed for possible improvement.
The third perspective is "greening," which explores opportunities
and trade-offs for outsourcing, coproduction, and
environmental improvements related to the process.
The final part of the book-error-proofing and metrics-
presents several techniques for ensuring risk mitigation for
the new process and for measuring changes that define their
impacts and discusses a method for proposing changes to
executives in a "case for change." And throughout this book,
Conger provides a blueprint of how to develop a discipline for
process management that applies to any type of orientation.
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