Book Description
Business Process Management and the Balanced Scorecard shows managers how to optimally use the balanced scorecard to achieve and sustain strategic success even as the business environment changes. It exceptionally fills the gap between theory and application to facilitate the use of processes as a strategic weapon to deliver world-class performance.
Customer Reviews:
Process Improvement for the Process Manager.......2007-08-14
As a Process Manager, you sometimes get locked in to one approach to process improvement. Ralph Smith gives practical strategies with actual case study results that can be applied in virtually any organization. The concept of improving a business function without considering the constrictions in the total system will make every organization think more systemically for their process improvement effort. Excellent job!!
No so much about processes.......2007-05-28
This book is ok if you intend to understand how to set up an strategy, but it does not talk very much about how to manage processes and how to design them. Although the book is ok, it mainly talks about strategy.
In my opinion the title is a bit tricky.
Good approach!.......2007-03-27
Good, very graphic and explores a key relationship between BPM and balanced scorecard (as in practice happens in public and private sector), But,practical instruments are not enough in this version
Specifics and practicalities.......2007-01-25
I had the opportunity to read Ralph's book while he was delivering onsite Balanced Scorecard facilitation for my current employer. With more than a decade of experience in process improvement, and having read several books on linking process to strategy, I can say that Ralph has done a great job of distilling his consultative approach to the page, providing both the concepts behind his methods and guidelines for applying them to your own business scenarios in the pages of this book. I highly recommend both this book and Ralph's services, as he is an engaging and well-versed expert in the field.
Linking Strategy and Process.......2007-01-11
Ralph Smith says that his intention in writing this book as to "provide some common sense thoughts and implementation tips for process management and the balanced scorecard". He has done this, and done it very well. This book is packed with good practical suggestions about how to efficiently and effectively populate a Strategy Map. The link between process and strategy, ie between Business Process Management and the Balanced Scorecard (and Strategy Map), is also well made. In my own consulting work I have found that Strategy Maps can be an important key to process-based management. The Process perspective of the Strategy Map can be a portal into the processes of an organisation - both figuratively and, given the right modelling tool, literally. I would have liked to see more about how to first determine what are the core and supporting processes of an organisation; building a high level process model is a necessary step before you begin to analyse the processes. Smith's focus on the near forensic understanding of the context of a process is important and useful analysis techniques are described. Too often we leap in to modify (improve?) processes without knowing anything like enough about them. If you have an interest in finding out more about getting organisations to engage with process-based management, you need to read this book.
Average customer rating:
- Still Relevant and Valuable
- The quality: the best competitive tool!
- Excellent Starting Point
- More Info.
- This is the essential Quality book.
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Business Process Improvement: The Breakthrough Strategy for Total Quality, Productivity, and Competitiveness
H. James Harrington
Manufacturer: McGraw-Hill
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Similar Items:
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Business Process Improvement Workbook: Documentation, Analysis, Design, and Management of Business Process Improvement
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Flowcharts: Plain & Simple: Learning & Application Guide
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The Basics of Process Mapping
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Process Mapping, Process Improvement and Process Management
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Business Process Change: A Manager's Guide to Improving, Redesigning, and Automating Processes (The Morgan Kaufmann Series in Data Management Systems)
ASIN: 0070267685 |
Book Description
It's one of the hot topics for the 1990s--how to apply quality improvement techniques 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 start the 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 and train 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.
Customer Reviews:
Still Relevant and Valuable.......2007-02-09
I recently re-read this book, first published in 1991, and found that - despite all the changes which have occurred in the business world since then - most of its material remains solid and relevant. In the Preface, H. James Harrington observes that organizations "are thinking differently about their processes. Processes are no longer viewed as just production processes. Today (i.e. in 1991), management realizes that that there are many processes that use material, equipment, and people to provide many types of outputs and services. They are called business processes, and today they are even more important to competitiveness than production processes." In this context, I am reminded of what Peter Drucker asserted (in 1963) in an article which appeared in the Harvard Business Review: "There is surely nothing quite so useless as doing with great efficiency what should not be done at all." Presumably this is what Harrington has in mind when suggesting that "automating a bad process not only ensures that we can do a bad job every times but that we can do it faster and with less effort than before."
Harrington carefully organizes his material within ten chapters, followed by an appendix that provides "Interview Guidelines." His pragmatic approach throughout the narrative focuses on what to do to initiate and then sustain business process improvement (BPI):
Focus on business processes
Set the stage for BPI
Organize for process improvement
Use flowcharting to draw a process "picture"
Understand the process characteristics
Streamline the process
Use measurements, feedback, and action to "load, aim, and fire"
Qualify (i.e. establish credibility for) process
Benchmark process
For me, some of the most interesting and valuable material is provided in Chapter 5, "Understanding the Process Characteristics." Harrington identifies five (Flow, Effectiveness, Efficiency, Cycle Time, and Cost) and explains what must be done to get them in proper alignment (hence the importance of a flow chart) in terms of people involved, objectives to be achieved, strategies and tactics to be executed, measurements, evaluation, and modification.
As they embark together on a journey to achieve the desired objectives, they should realize that they will be involved in a marathon, not a sprint. They must be persistent but patient.
Those who share my high regard for this book are urged to check out sources which were published later, such as Dan Madison's Process Mapping, James R. Press's Process Improvement and Process Management, Process Improvement Essentials: CMMI, Six SIGMA, and ISO 9001, John Jeston and Johan Nelis' Business Process Management: Practical Guidelines to Successful Implementation, and Paul Harmon's Business Process Change: A Manager's Guide to Improving, Redesigning, and Automating Processes.
The quality: the best competitive tool!.......2005-07-21
In the actual times of constant, requiring and increasing professional improvement, you just have just only an alternative: to isolate yourself from the world: It's not an optional choice, but a question of surviving.
The leadership process must involve all the team under his service; otherwise your destiny is uncertain in the values market: your market share will vanish silently and if you don't act and react faster than the business dynamic, you will be out of game: I think the comparison may be established without any risk: the quality in the Darwinian environment will become in an additional gene to survive.
You do not have to think but living according this life system. This adaptation process has a hard barrier, the resistance to change: most of people live with this mental premise: the minimum effort and the maximum boring.
Arnold Toynbee wrote about the minority creators, that attitude does not sound challenging for any artistic activity, because the quality, conceived as one the main ingredients of the creative work is inherent in the inner process.
I wrote an article in the local press in 1996 named "Art and quality" (available for any one who is interested) in which I remarked this ineffable premise.
James Hillman stated once that the first enemy of the art is the mediocrity, and the quality process in last instance follows that change of behavior.
In this sense Harrington's text is a fundamental guide that explains step by step a wholesome creation process of a qualitative thinking, you will obtain the practice tools and the extreme useful basic elements available for any person.
Excellent Starting Point.......2004-09-04
This book was highly recommended to me and it did not dissappoint. Simple yet powerful practices and principles are clearly laid out in an easily understood manner. I now have a foundation to build upon with future readings on the subject of BPI.
More Info........1999-09-08
I rate it a 2 because it didn't give that much information. Some people just don't have enough money to go out and buy books. Especially young adults on a fixed income. When I come to the internet I expect to learn and read, not spend my money. Thank You
This is the essential Quality book........1999-07-20
This book is a great investement. This book explains much more than Business Process Improvement, it also breaks down the sub categories of Quality management into easy to digest pieces. Harrington makes the complex/theoretical Quality "mechanics" easy to understand. He explains today's business trends which can help any business become more productive.
Manufacturing Industries have been using these Quality techniques for years and Harrington helps any business adopt these "tried & true" measures. I recommend this book to anyone who is in the Quality field, or for anyone who is embarking in TQM.
Book Description
Praise for Detail Process Charting
"A must-read for any competitive organization, Detail Process Charting: Speaking the Language of Process provides a comprehensive, yet clear, explanation of how to utilize one of the most powerful tools available to improve work processes. [Graham] has successfully integrated the history, success stories, and wisdom of those in the field who have applied this time-tested tool."
-Jim Denyes, Training Manager
Naval Occupational Safety and Health, and Environmental Training Center
Author, Work Smarter, Not Harder
"This book will be a valuable resource for all those interested in work simplification and its implementation. Excellent answers to the 'who,' 'what,' 'when,' 'how,' and 'why' of work simplification are provided in an understandable and very useful level of detail. Graham has obviously 'been there, done that.' "
-John A. Roberts III, Adjunct Professor
School of Business Administration, University of Dayton
"The keys to this approach . . . are the involvement of the workers and the simplicity of the charting approach. Even those participants who have never seen a process chart can almost instantly see how the process works, their role in it, and how it can be improved. This level of involvement means continuous buy-in, which significantly improves the chances of success. The emphasis on the document as the key process element and the ability to diagram the document to flow easily, rapidly, and clearly set this approach apart from all the others."
-Fredric D. Heilbronner, Director of Systems Consulting, eForms
Digital Consulting & Software Services, Inc.
"Much has been written about charting and business systems analysis, but I have not seen anything as comprehensive and clear as Ben Graham's book. Writing in simple, easy-to-follow language with plentiful illustrations and practical examples, this book takes the reader through the full spectrum of the charting process from initial analysis to managing charting libraries. This book is a must-have for all process improvement analysts and managers wanting to improve their organizational efficiency."
-Robert Barnett, Managing Director
Robert Barnett and Associates Pty. Ltd.
Download Description
Praise for Detail Process Charting
"A must-read for any competitive organization, Detail Process Charting: Speaking the Language of Process provides a comprehensive, yet clear, explanation of how to utilize one of the most powerful tools available to improve work processes. [Graham] has successfully integrated the history, success stories, and wisdom of those in the field who have applied this time-tested tool."
-Jim Denyes, Training Manager
Naval Occupational Safety and Health, and Environmental Training Center
Author, Work Smarter, Not Harder
"This book will be a valuable resource for all those interested in work simplification and its implementation. Excellent answers to the 'who,' 'what,' 'when,' 'how,' and 'why' of work simplification are provided in an understandable and very useful level of detail. Graham has obviously 'been there, done that.' "
-John A. Roberts III, Adjunct Professor
School of Business Administration, University of Dayton
"The keys to this approach . . . are the involvement of the workers and the simplicity of the charting approach. Even those participants who have never seen a process chart can almost instantly see how the process works, their role in it, and how it can be improved. This level of involvement means continuous buy-in, which significantly improves the chances of success. The emphasis on the document as the key process element and the ability to diagram the document to flow easily, rapidly, and clearly set this approach apart from all the others."
-Fredric D. Heilbronner, Director of Systems Consulting, eForms
Digital Consulting & Software Services, Inc.
"Much has been written about charting and business systems analysis, but I have not seen anything as comprehensive and clear as Ben Graham's book. Writing in simple, easy-to-follow language with plentiful illustrations and practical examples, this book takes the reader through the full spectrum of the charting process from initial analysis to managing charting libraries. This book is a must-have for all process improvement analysts and managers wanting to improve their organizational efficiency."
-Robert Barnett, Managing Director
Robert Barnett and Associates Pty. Ltd.
Customer Reviews:
Process Improvement - simplified.......2005-10-15
Work Simplification made simpler, process improvement achieved - what more could you want? And Ben's book provides the details for getting started and soon accomplishing your goals. An easy read - with everything to gain at a low cost, basically no cost -just your time (which isn't asking much, it's a fast read). The logic is simple, illustrations outstanding, and excellent coverage of an important yet downplayed topic. Now that BPM is among us - do yourself a favor and get immersed in the Graham Methodology and toolset - better than shelling out 6 figures for another product that is going to double in cost by the time your're serious about implementation.
Successful Flowcharting.......2005-10-07
The Graham family have been involved in work-flow and work-simplification for 3 generations. This book brings together the work of Ben, his father and his grandfather, in an easy to follow text that explains both their approach to flowcharting and why it has been so successful.
Other readers, like me, may be a little unsure about the notation suggested or indeed the level of detail prescribed by Ben. However, putting such reservations to one side, the book is of great value to anyone involved in flowcharting, process modelling and especially work-flow automation.
I particularly liked the sections covering the setting up of a process team, which nicely addressed the roles and responsibilities, and the one looking at the structure and phases of a project.
The final chapter in the book is given over to detailing the experiences of practitioners in applying the technique and of the value created within their organisations as a result. This chapter alone more than justifies both the cost of the book and the time it takes to read it. We can all learn and understand more from hearing from what people have actually done.
In summary, I am not sure how viable the Graham notation is for those who have not already invested in it, but none the less the book presents an excellent case for process modelling or flowcharting and can help anyone who might be looking to justify a business case, whatever notation they finally settle on. Finally the book is a must read for anyone looking to undertake a work-flow automation project, on these projects the ideas in this small book will pay for themselves many times over.
Average customer rating:
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Benchmarking in the Process Industries - IChemE
Munir Ahmad , and
Roger Benson
Manufacturer: Institute of Chemical Engineers
ProductGroup: Book
Binding: Hardcover
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ASIN: 0852954115 |
Product Description
The first step to improving performance and competitiveness of a plant is to benchmark against the best in the world. Aimed at introducing the subject of benchmarking to the process industries and is based on practical experience of over 200 process plants. The book gives guidance on how to benchmark, where to find the benchmarks, how to quantify the gaps intended and suggests the impact of improving manufacturing in the process industries. It provides the framework, measures and industry world-class targets to allow organisations to maximise their potential.
Book Description
What sets this book apart from others that explain individual improvement tools is the sequential organization and the integrated explanation for applying the tools. Using an overall process improvement framework the author groups the tools into a total approach, thereby helping you know when to use each tool and for what purpose. Every single tool includes an example of its use along with ready-to-use templates for matrices, forms, and charts so you can start using the tools right away. Business Process Improvement Toolbox starts by explaining all overall process improvement framework, presents the tools in sequence for this framework, and then concludes with one over-arching case demonstrating the use of all the tools in a concerted effort. As a result, you'll learn how tools fit together and how they can be used in a coherent process improvement system. The author focuses on providing clear, step-by-step instructions and describes an improvement process that can be used in real life.
Customer Reviews:
Succinct description of simple/powerful tools & methods.......2001-06-20
This is a small, information-packed book that contains a collection of tools and techniques, and an overreaching method.
The tools are standard TQM and process improvement implements, and are augmented by forms and templates that anyone who is tackling process improvement can quickly put to good use. These tools are classified by use: problem identification, analysis, brainstorming and consensus, etc. The author shows not only when, but how to effectively use the tools, and gives clear examples.
The overreaching method that is communicated in this book is: (1) when possible perform improvement activities in parallel, (2) activities that are sequenced can often be improved by examining the sequence and determining if it can be changed to promote greater efficiency (and reduce cycle time), and (3) pay attention to process flow and look for barriers and interruptions that need to be removed.
I like this book because it is short and to the point, is densely packed with information (even if a lot of it has been published elsewhere), and the author's approach which is to pay attention to seemingly minor details and perform rigorous analysis using the easy-to-use tools he provides in this book.
Quick review.......2000-05-03
Very interesting book, I think needs more practical cases.
Book Description
For leading companies in the private sector, benchmarking has become a major catalyst for change and a key tool for gathering information from competitors and process leaders, as well as from within. Benchmarking for Best Practices in the Public Sector is a unique practical guide that shows public officials and administrators at all levels of government how to identify the best practices and implement them in their organizations. Using real case examples from federal, state, and local governments, this book displays how benchmarking methods have been adapted to the unique needs of the public sector and describes the tangible benefits gained by public agencies that have applied these techniques. Offers detailed how-to advice along with checklists, flowcharts, sample forms, a resource directory, and other tools to help managers take action quickly.
Average customer rating:
- A delightful book on process improvement
- An excellent starting point for newbies to process design
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Break-Through Process Redesign: New Pathways to Customer Value
Charlene B. Adair , and
Bruce A. Murray
Manufacturer: Amacom Books
ProductGroup: Book
Binding: Hardcover
Strategy & Competition
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ASIN: 0814451500 |
Customer Reviews:
A delightful book on process improvement.......1999-03-06
I have read some books on process improvement, reengineering, etc., and this is the most pleasant to read. The concepts are very clear, the steps for improvement are explained in a simple way. If you want to learn how to redesign business processes, this is one of the best to begin with.
An excellent starting point for newbies to process design.......1998-01-16
I thought the book was an easy read. I learned how to choose which process are more conducive to redesign, how to pick redesign project team members, some tips on what to expect from such an effort, how to overcome some of the barriers. I learned which tools work best for a particular project. It answered many of my questions about process design. A great book to get start in process design.
Book Description
Robert C. Camp's best-selling book, Benchmarking, served as the premier resource on measuring corporate performance. Now, his newest title, Business Process Benchmarking, provides the most up-to-date information to show readers how to conduct successful benchmarking projects. Readers will discover how to: use Camp's renowned 10-step benchmarking process to achieve peak performance; analyze the performance gap and ensure that every employee contributes toward enhanced corporate performance; train employees to use benchmarking tools to maximize the company's results.
Customer Reviews:
Sound, Solid, Thorough.......2002-11-04
Robert Camp writes as an engineer to an engineer. The detail, thoroughness, and organization is first rate. The topic is very, very useful. The perspective he takes in this book how do you manage the benchmarking process within your organization. There is detail on how to benchmark, though he refers to his first book if you need more on that topic. This book is excellent for the process of managing benchmarking and setting up the organization to provide a sustained and effective benchmarking effort. There are plenty of tools and examples in the text and in the appendices.
Be prepared for a more "text book" approach to writing than that of other business books. I got thtought he book, but at times it was on determination not exciting writing style.
Book Description
As one of the titles in the American Productivity & Quality Center's Passport to Success series, Benchmarking: A Guide for Your Journey to Best-Practice Processes provides readers with a comprehensive understanding of what it takes to achieve benchmarking success.
Based on years of research into the practices of leading organizations, this book, written by experienced APQC benchmarkers, highlights various types of benchmarking and APQC's benchmarking methodology. Supported by examples of best practices and tips from actual practitioners, it examines preparation and planning, participation, data collection, data analysis, and measurement.
Customer Reviews:
Instructions and Benchmarking Examples.......2003-04-19
This is a quick read, with an emphasis on data collection and analysis.Contains a high-level look at planning, measurement, and who should participate. Very helpful in defining the scope and roles.
Average customer rating:
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Communication Best Practices at Dell, General Electric, Microsoft, and Monsanto (Suny Series, Human Communication Processes)
Donald P. Cushman , and
Sarah Sanderson King
Manufacturer: State University of New York Press
ProductGroup: Book
Binding: Paperback
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ASIN: 0791457400 |
Book Description
Highlights successful communication practices at Dell, General Electric, Microsoft, and Monsanto.
Books:
- Business Statistics: First Course and Student CD (4th Edition)
- Business Statistics: First Course and Student CD (4th Edition)
- Contemporary Engineering Economics (3rd Edition)
- Continuous Improvement Tools: A Practical Guide to Achieve Quality Results (Volume 2)
- Data Analysis and Decision Making with Microsoft Excel (with InfoTrac and CD-ROM)
- Data Analysis and Decision Making with Microsoft Excel (with InfoTrac and CD-ROM)
- Design for Six Sigma : A Roadmap for Product Development
- Design for Six Sigma : A Roadmap for Product Development
- Design for Six Sigma : A Roadmap for Product Development
- Design for Six Sigma for Green Belts and Champions: Applications for Service Operations--Foundations, Tools, DMADV, Cases, and Certification (Six Sigma)
Books Index
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Key Performance Indicators: Developing, Implementing,and Using Winning KPIs
Business Process Management: Practical Guidelines to Successful Implementations
Performance Dashboards: Measuring, Monitoring, and Managing Your Business
Performance Dashboards and Analysis for Value Creation (Wiley Finance)
