Business Process Analytics - Laguna, Manuel

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Auteur(s) : Laguna, Manuel - Marklund, Johan

Editeur : Chapman And Hall/Crc

Langue : Anglais

Parution : 01/01/2025

Format : Moyen, de 350g à 1kg

Nombre de pages : 638.0

Dimensions : 23.4 x 15.6 x 38.0

ISBN : 1032595426

Résumé :

The fourth edition of this widely used textbook offers a new perspective. Previously titled Business Process Modeling, Simulation and Design, as the new title suggests, this book is about analytical business process modeling and design.

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Biographie:

1. INTRODUCTION TO BUSINESS PROCESS DESIGN

1.1 What is a Business Process?

1.1.1 Process Types and Hierarchies

1.1.2 Determinants of the Process Architecture

1.1.3 Workflow Management Systems

1.2 The Essence of Business Process Design

1.2.1 Incremental Process Improvement and Process Design

1.2.2 An Illustrative Example

1.3 Business Process Design, Overall Business Performance and Strategy

1.3.1 Business Process Design and Overall Business Performance

1.3.2 Business Process Design and Strategy

1.4 Why do Inefficient and Ineffective Business Processes Exists

1.5 Summary

Discussion Questions and Exercises

References

2. DATA ANALYTICS AND PROCESS IMPROVEMENT

2.1 Process Management and a Process View

2.1.1 An Illustrative Example: Managing a Document Distribution Process

2.1.1.1 Assign Process Ownership

2.1.1.2 Analyze Boundaries and Interfaces

2.1.1.3 Define the Process

2.1.1.4 Establish Control Points

2.1.1.5 Develop and Implement Measures

2.1.1.6 Perform Feedback and Control

2.1.2 Summary and Final Remarks

2.2 Data-driven Process Improvement

2.2.1 Data Collection

2.2.2 Data Visualization

2.2.2.1 Charts and Diagrams

2.2.2.2 Heatmaps

2.3 Six Sigma Quality Programs

2.3.1 Six Sigma Definitions

2.3.2 The Six Sigma Cost and Revenue Rationale

2.3.2.1 The Cost or Efficiency Rationale

2.3.2.2 The Revenue or Effectiveness Rationale

2.3.3 Six Sigma in Product and Process Design

2.3.4 The Six Sigma Framework

2.3.4.1 Top Management Commitment

2.3.4.2 Stakeholder Involvement

2.3.4.3 Training

2.3.4.4 Measurement System

2.3.4.5 The Improvement Methodology

2.3.5 Control Charts

2.3.5.1 Average Waiting Time in a Call Center

2.3.5.2 Individual Waiting Time in a Call Center

2.3.6 Key Reasons for the Success of Six Sigma

2.4 Business Process Management

2.4.1 Types of BPM

2.4.2 BPM Lifecycle

2.4.3 BPM Potential Benefits

2.4.4 Typical Areas of Application

2.5 Evolutionary versus Revolutionary Change

2.6 Summary

Discussion Questions and Exercises

References

3. A FRAMEWORK FOR BUSINESS PROCESSES DESIGN PROJECTS

3.1 Step 1: Case for Action and Vision Statements

3.2 Step 2: Process Identification and Selection

3.3 Step 3: Obtaining Management Commitment

3.4 Step 4: Evaluation of Design Enablers

3.4.1 Example: The Internet Enabling Change at Chase Manhattan Bank

3.4.2 Example: New Technology as a Change Enabler in the Grocery Industry

3.5 Step 5: Acquiring Process Understanding

3.5.1 Understanding the Existing Process

3.5.2 Understanding the Customer

3.6 Step 6: Creative Process Design

3.6.1 Benchmarking

3.6.2 Design Principles

3.6.3 The Devil's Quadrangle

3.7 Step 7: Process Modeling and Simulation

3.8 Step 8: Implementation of the New Process Design

3.9 Summary

Discussion Questions and Exercises

References

4. BASIC TOOLS FOR PROCESS DESIGN

4.1 Process Flow Analysis

4.1.1 General Process Charts

4.1.2 Process Flow Diagrams

4.1.3 Process Activity Charts

4.1.4 Flowcharts

4.1.5 Service System Maps

4.2 Workflow Design Principles and Tools

4.2.1 Establish a Product Orientation in the Process

4.2.2 Eliminate Buffers

4.2.3 Establish One-at-a-Time Processing

4.2.4 Balance the Flow to the Bottleneck

4.2.5 Minimize Sequential Processing and Handoffs

4.2.6 Establish an Efficient Processing of Work

4.2....

Sommaire:
The fourth edition of this widely used textbook offers a new perspective. Previously titled Business Process Modeling, Simulation and Design, as the new title suggests, this book is about analytical business process modeling and design....