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Summary
Summary
This hands-on implementation guide is a companion and update to Harrington's Business Process Improvement. It focuses on upgrading information distribution paths to optimize the many processes with which they come into contact.
Author Notes
H. James Harrington, MBA, Ph.D., is the international quality advisor for Ernst and Young and chairman of the prestigious International Academy of Quality. His long and distinguished career in the quality field includes 40 years at IBM. A widely recognized authority on quality, he is also director-at-large for the Association for Quality and Participation, and honorary advisor to the China Quality Control Association. He is past president and chairman of the board of the American Society for Quality Control, and lifetime honorary president of the Asia Pacific Quality Control Organization. A much sought-after international speaker, he is the author of seven books, including The Improvement Process and Business Process Improvement and other McGraw-Hill business bestsellers. He lives in Los Gatos, California.
Erik K.C. Esseling graduated from the University of Amsterdam in 1971, taking a degree in business economics. Two years later he passed the CPA examinations. He is a director of Moret Ernst and Young Management Consultants, one of the leading Dutch management consulting firms. He advises clients on such issues as strategic planning, business analysis, organizational structures, management and control, accounting systems and internal controls. He has published various books and articles, both in the Dutch and the English language, with regard to business process improvement, innovation, management control, the telecommunication market and the Internet.
With Moret Ernst and Young, Esseling is responsible for the coordination of management consultancy assignments in the field of energy, telecommunication and entertainment and media. He lives in Utrecht, The Netherlands.
Harm van Nimwegen is director of Moret Ernst and Young Management Consultants. He graduated in Business Economics at the University of Amsterdam in 1976. In addition to that, he holds CPA from the Free University of Amsterdam. In 1988 Van Nimwegen was appointed as professor at the Free University of Amsterdam and has responsibility for the post graduate education for controllers. He is also chairman of the educational committee on management accounting systems and procedures of the Dutch Institute of Registered Auditors. Van Nimwegen is a well known lecturer on courses and seminars on management accounting and accounting systems and procedures.
With Moret Ernst and Young Management Consultants, Van Nimwegen is responsible for the coordination of management consultancy assignments for non-profit organizations.
Table of Contents
| List of Illustrations |
| Preface |
| 1. Introduction to Administrative Business Process Improvement |
| 1.1 Overview |
| 1.2 BPI Approaches |
| 1.3 Continuous Improvement |
| 1.4 Documenting, Analyzing, and Designing Improved Administrative Business Processes |
| 1.5 Organizational Change Management |
| 1.6 The Role of Information Technology in Administrative Business Process Improvement |
| 1.7 Organization of This Book |
| 1.8 Intended Audience |
| 1.9 Typical Business Processes |
| 2. Phase I--Organization: Organizing for Process Improvement |
| 2.1 Introduction |
| 2.2 Business Process Improvement Project Management Team |
| 2.3 Project Leader |
| 2.4 Process Improvement Team (PIT)--Project Team |
| 2.5 Contact Groups |
| 2.6 Project Plan |
| 2.7 Planning and Monitoring Techniques |
| 2.8 Conditions for the Successful Completion of the Project (Summary) |
| 3. Phase II--Documentation: Selecting a Documentation Approach |
| 3.1 Introduction |
| 3.2 Documenting the Process |
| 3.3 Define the Objectives for Documenting the Processes |
| 3.4 Documentation Factors |
| 3.5 The Level of Detail of the Documentation |
| 3.6 A Few Practical Suggestions |
| 3.7 Criteria for Selecting Documentation Techniques |
| 3.8 Characteristics of Documentation Techniques |
| 3.9 Discussion of Selected Documentation Techniques |
| 3.10 Developing a Set of Documentation Techniques |
| 4. Phase III--Analysis: Defining Improvement Opportunities |
| 4.1 Introduction |
| 4.2 The Causes of Flaws in Administrative Business Processes |
| 4.3 The Effectiveness of Information Management |
| 4.4 The Effectiveness and Efficiency of Data Files |
| 4.5 The Analysis of On-Time Completion and Cycle Time |
| 4.6 The Relationship of Activities and Functions to the to the Administrative Organization |
| 4.7 The Routing of Administrative Business Processes |
| 4.8 Determining the Accuracy and Thoroughness of the Data Processing Operations |
| 4.9 The Efficiency (Productivity) of the Administrative Business Processes |
| 4.10 Taking Advantage of the Opportunities for Standardization |
| 4.11 Detecting Duplicates and Superfluous Procedures and Activities |
| 4.12 The Effectiveness and Efficiency of Applied Enablers |
| 4.13 Analysis of Administrative Business Processes: Practical Suggestions |
| 5. Phase IV--Design: Designing Administrative Business Processes |
| 5.1 Introduction |
| 5.2 Methods, Techniques, and Documentation in Designing Administrative Business Processes |
| 5.3 Activity 1: Determining the Organizational Starting Point |
| 5.4 Activity 2: Specify the Application of Information |
| 5.5 Activity 3: Design the Logical Structure |
| 5.6 Activity 4: Design the Physical Structure |
| 5.7 Making Changes to Administrative Business Processes |
| 5.8 Administrative Business Process Design and System Development |
| 6. Phase V--Implementation: Implementing the Future-State Solution and Measuring Its Impact |
| 6.1 Introduction |
| 6.2 Activity 1: Form the Future-State Solution Implementation Team |
| 6.3 Activity 2: Develop the Implementation Plan |
| 6.4 Activity 3: Implement the First 90-Day Plan |
| 6.5 Activity 4: Implement the Long-Term Improvements |
| 6.6 Activity 5: Measure and Report Improvement Results |
| 6.7 Activity 6: Hold Periodic Reviews |
| 6.8 Activity 7: Compare Results to Goals |
| 6.9 Activity 8: Reward Team Members |
| 6.10 Summary |
| 7. Phase VI--Management: Managing the Administrative Organization |
| 7.1 Introduction |
| 7.2 Project Documentation |
| 7.3 Documentation of the Administrative Organization |
| 7.4 Content and Layout of the Administrative Organization Manual |
| 7.5 Computerizing the Administrative Organization Manual |
| 7.6 Responsibility for the Administrative Organization |
| Appendix I. Organizational Structure Diagram |
| Appendix II. Administrative Business Processes Principles Diagram |
