Business Process Improvement: The Breakthrough Strategy for Total Quality, Productivity, and…

Hardcover | April 22, 1991

byH. James Harrington

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It's one of the hot topics for the 1990s--how to apply quality improvementtechniques originally developed for the manufacturing sector to service industries. How to Take the Lead in Business Process Management details how to do it, providing a step-by-step formula that helps companies improve quality and productivity in the support areas. Here in one comprehensive volume is all the information an organization needs to startthe improvement process right away: how to determine customer needs and expectations and deliver the best service; how to establish which processes drive your business; how to create process improvement teams andtrain team leaders; how to eliminate bureaucracy, simplify the process, and reduce processing time; how to measure progress and provide feedback to participants; how to document the levels of improvement and certify operations and activities; and how to ensure ongoing improvement. Two special features further enahance the value of this highly practical guide: (1) a chapter of case histories, showing the results of business process improvement, and (2) an exhaustive section that guides readers in the application of problem-solving methods, value analysis and process analysis techniques, perfection analysis, work simplification programs, and more.

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From the Publisher

It's one of the hot topics for the 1990s--how to apply quality improvementtechniques originally developed for the manufacturing sector to service industries. How to Take the Lead in Business Process Management details how to do it, providing a step-by-step formula that helps companies improve quality and productivity in the support are...

H. James Harrington, Ph.D., the visionary International Quality Advisor for Ernst & Young, added Business Process Improvement to today's business lexicon. with over 15 books to his credit and more than 45 years of experience, Dr. Harrington is considered one of the world's Performance Improvement gurus.

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Format:HardcoverDimensions:274 pages, 9.2 × 6.3 × 1.13 inPublished:April 22, 1991Publisher:McGraw-Hill Education

The following ISBNs are associated with this title:

ISBN - 10:0070267685

ISBN - 13:9780070267688

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Table of Contents

Why Focus on Business Processes? Setting the Stage for Business Process Improvement.Organizing for Process Improvement.Flowcharting: Drawing a Process Picture.Understanding the Process Characteristics.Streamlining the Process.Measurements, Feedback, and Action (Load, Aim, and Fire).Process Qualification.Benchmarking Process.The Beginning.Appendix: Interview Guidelines.