Process improvement simplified : a how-to book for success in any organization / James B. King, Francis G. King and Michael W. R. Davis ; under the guidance of John Manoogian [and three others].

Format:

Book

Author/Creator:

King, James B. (Business writer), author.

King, Francis G., author.

Davis, Michael W. R., author.

Contributor:

Manoogian, John, editor.

Language:

English

Subjects (All):

Reengineering (Management).

Physical Description:

1 online resource (189 p.)

Edition:

1st ed.

Place of Publication:

Milwaukee, Wisconsin : ASQ Quality Press, 2014.

Language Note:

English

Contents:

Intro

Title page

CIP data

Table of Contents

List of Figures and Tables

Preface

Acknowledgments

Chapter 1: Introduction

Chapter 2: Troubled Processes in Real Life

Airport Screening

State and Local Governments

Small Businesses

Big Business

Professional

Institutional

Service

Chapter Summary

Chapter 3: Yield and Throughput

Example of the Shirt: Learning About Yield

Successive Outputs from Machines

Supplementing Experience with Data

What Does Experience Plus Data Tell Us?

Example of the Breakfast: Learning About Throughput

Measurements and Their Analysis Are Done Methodically with Discipline

Advantages and Disadvantages of Measuring and Analyzing a Process

Chapter 4: Who Is the Customer?

Can a Dryer Be a customer?

Process Boundaries

Suppliers and Customers of the Process

The Example of the Restaurant: Learning About Unhappy Customers

Fear As a Motivator: Making a Decision on Implementing PI

Chapter 5: How to Begin Process Improvement

Pains and Opportunities in PI

Turning PI Opportunities into Goals

Critical Process and Process Boundaries

Define the Boundaries of the Critical Process

Who Is Going to Do the Work?

Identify Management Roles and Form PI Team

Develop the First 90-Day Work Plan

Chapter 6: The Six Phases of PI

Definition of Process Improvement

The Six Phases of Process Improvement

Phase 1. Identify the Critical Process

Phase 2. Measure Process

Phase 3. Redesign Process

Phase 4. Test Redesigned Process

Phase 5. Institutionalize Redesigned Process

Phase 6. Continuous Improvement

Chapter 7: Mapping the Process

Overview of the Business-Level I Process Maps

Specific Level I Process Maps

Mapping the Kitchen Process

Level II Process Maps.

Chapter Summary

Chapter 8: Voice of the Customer

Pains of the External Customers

Getting the Voice of the Customer

Performing the Gap Analysis

Difficulties in Obtaining the Voice of the External Customer

Pains of Internal Customers

Gathering Existing Data to Confirm the Pains

Chapter 9: Measuring the Process

Why Measure the Process?

Measurement of Results Does Not Work

Systemic Issues of the Process

What to Measure

Measuring Throughput and Yield

Measurement Plan

Throughput and Yield Results

Measuring the Other Current Conditions

Determine Process Cost

Compile Data

Chapter 10: Redesign, Test, and Institutionalize Phases

Phase 3: Redesign Process

Analysis

Formulating an Ideal State

Formulating a To-Be State

Phase 4: Test Redesigned Process

Enabling Management Buy-In

Allow for Gradual Achievement of Goals in the Work Plan

Testing the Redesigned Process

Phase 5: Institutionalize The Redesigned Process

Chapter 11: Real-World Throughput and Yield

Medical Examples

Pharmacies

Medical Clinic

Medical Misdiagnosis

Public Service Examples

Road Paving

Postal Delivery

Renewal of Driver's License and License Plates

Professional Services

Public Relations

Patent Applications

Group Dynamics

Heavy Industries

Shipbuilding

Military

Maintenance and Repair of Naval Vessels

Nonprofit Organizations-Church with School

Chapter 12: PI Tools and Measures

Problem-Specific Tools of PI

Generic PI Tools

PI Relationship to Dr. Deming's PDCA Cycle

Chapter 13: Case Histories of PI Successes

Case History 1: A Family-Owned Fabric Manufacturer

Identify

Measure

Redesign

Test

Institutionalize.

Case History 2: A Distributor's Toll-Free Customer Service Telephone Center

Institutionalize

Case History 3: Key Component Manufacturer within a Large Multinational Automotive Corporation

Case History 4: Tablet Production by a Large Pharmaceutical Company

Chapter 14: Epilogue

What Is a Process?

What Is Process Improvement?

PI Can Be Applied Universally

What Does It Take to Make PI Successful?

Difference from Other Books

"We Are Doing It"

Why We Wrote the Book

Appendix A: Are You "Doing PI"? (Ten Questions)

Appendix B: Medical Clinic

Appendix C: Process Capability (Cpk)

Glossary

Suggested Reading

About the Authors

About the Advisors

Index.

Notes:

Description based upon print version of record.

Includes bibliographical references and index.

Description based on print version record.

ISBN:

0-87389-883-4

OCLC:

889314532