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Metrics-Based Process Mapping: Identifying and Eliminating Waste in Office and Service Processes Paperback – October 22, 2012

ISBN-13: 978-1439886687 ISBN-10: 1439886687 Edition: 2nd

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Metrics-Based Process Mapping: Identifying and Eliminating Waste in Office and Service Processes + Value Stream Mapping: How to Visualize Work and Align Leadership for Organizational Transformation + The Outstanding Organization: Generate Business Results by Eliminating Chaos and Building the Foundation for Everyday Excellence
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Product Details

  • Paperback: 116 pages
  • Publisher: Productivity Press; 2 edition (October 22, 2012)
  • Language: English
  • ISBN-10: 1439886687
  • ISBN-13: 978-1439886687
  • Product Dimensions: 0.4 x 6.8 x 9.8 inches
  • Shipping Weight: 9.1 ounces (View shipping rates and policies)
  • Average Customer Review: 5.0 out of 5 stars  See all reviews (3 customer reviews)
  • Amazon Best Sellers Rank: #151,344 in Books (See Top 100 in Books)

Editorial Reviews

About the Author

Karen Martin has been building, managing, and improving operations for more than 20 years. As principal consultant for Karen Martin & Associates, LLC, she is a recognized thought leader in applying Lean thinking and the psychology of change to office, service, and knowledge work environments. Karen and her team provide transformation support to Fortune 100 companies, as well as small businesses, government agencies, nonprofits, and start-ups in diverse industries, such as construction, energy, financial services, government, healthcare, and manufacturing.

She is the author of The Outstanding Organization (McGraw-Hill, 2012) and coauthor of The Kaizen Event Planner (CRC Press, 2007) an instructor for the University of California, San Diego’s Lean Enterprise program, and an industry advisor to the University of San Diego’s Industrial and Systems Engineering program. For more information, visit www.ksmartin.com.

Mike Osterling provides support and leadership to manufacturing and non-manufacturing organizations on their Lean Transformation Journey. In a continuous improvement leadership role for six years, Mike played a key role in Square D Company’s Lean transformation in the 1990s. His clients include small and large companies in manufacturing, construction, energy, and medical, as well as public agencies.

Mike led the development of the Lean Enterprise Certificate Program at San Diego State University and has taught in the program since 1999. He is also an instructor at the University of California, San Diego, is a Certified Trainer for the Implementation of Lean Manufacturing, a Six Sigma Black Belt, and is fluent in Spanish. He also coauthored The Kaizen Event Planner (CRC Press, 2007). For more information, visit www.mosterling.com.


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Most Helpful Customer Reviews

3 of 3 people found the following review helpful By Robert Petruska on November 28, 2012
Format: Paperback
Metrics Based Process Mapping is an EXCELLENT method for any Lean Facilitator, Six Sigma, or Team Leader to identify, reach agreement, and fix sources of wasteful practices. I have used this tool with over forty teams! Uniquely suited for Office applications where people love to drill down (i.e. HR Hiring, Marketing, Accounts Payable, Accounting Close processes). It gives teams the "So What?" of their work by measuring impacts. Highly recommended.
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2 of 2 people found the following review helpful By OPPD on April 25, 2013
Format: Paperback
Whether you are new to Lean or a seasoned veteran, Metrics-Based Process Mapping by Karen Martin and Mike Osterling is a tremendous resource! It is a quick and informative read that provides easy-to-grasp concepts in addition to an excellent MS Excel tool (on the enclosed CD) to assist with mapping in an office or service environment.

As someone who has been mapping using this technique since 2008, I discovered new learnings while reading this book and Karen and Mike do a great job breaking down both the "why?" and "how?" I would highly recommend this book to every single process improvement professional and it should be a must read prior to any Value Stream or MBPM event!
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2 of 2 people found the following review helpful By France B on December 6, 2013
Format: Paperback
Excellent tool. The mapping in Excel is not "sexy", it's Excel after all, but it does the job very well. Recommended 100%
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