Amazon.com: Business Process Improvement: The Breakthrough Strategy for Total Quality, Productivity, and Competitiveness: H. James Harrington: Books

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Editorial Reviews

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.

About the Author
H. James Harrington, Ph.D., the visionary International Quality Advisor for Ernst & Young, added Business Process Improvement to today's business lexicon. with over 15 books to his credit and more than 45 years of experience, Dr. Harrington is considered one of the world's Performance Improvement gurus.

Inside This Book (learn more)

First Sentence:
Americans have a problem, there is no doubt about it. Read the first page

Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
corporate benchmarking committee, performance projection chart, executive improvement team, geographic flowchart, external customer expectations, placement representative, process adaptability, benchmark organization, preliminary boundaries, functional flowchart, external customer requirements, standard flowchart, challenge targets, benchmark partner, most business processes, process owner, critical business processes, output from the process, process qualification, business process improvement, order entry process, quality ring, total cycle time, many business processes, effectiveness characteristics

Key Phrases - Capitalized Phrases (CAPs): (learn more)
United States, New York, Quality Press, Database Updating, Ajax Tools, Ford Motor Company, San Jose, Understanding the Process Characteristics

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