Business Process Improvement:
The Breakthrough Strategy For
Total Quality, Productivity, And Competitiveness
By Harrington , H. J
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.
272 pages