Contents CHAPTER 1 The Roadmap: Learning How to Navigate 000 Can You Do It? 000 The Journey 000 The Ten Simple Steps to Business Process Improvement 000 Step 1: Develop the Process Inventory 000 Step 2: Establish the Foundation 000 Step 3: Draw the Process Map 000 Step 4: Estimate Time and Cost 000 Step 5: Verify the Process Map 000 Step 6: Apply Improvement Techniques 000 Step 7: Create Internal Controls, Tools, and Metrics 000 Step 8: Test and Rework 000 Step 9: Implement the Change 000 Step 10: Drive Continuous Improvement 000 The Executive Summary 000 Business Process Improvement 000 Case Study 1: Training and Development 000 Case Study 2: Recruitment Process in Hong Kong 000 Chapter Summary CHAPTER 2 Step 1: Develop the Process Inventory: Identifying and Prioritizing the Process List 000 The Process Inventory 000 Process Prioritization 000 Developing Criteria 000 Determining Scale 000 Applying Weighting 000 Chapter Summary: Step 1 000 Time Estimate 000 Build the Business Process Inventory 000 Sponsor Meeting 000 Establish Categories, Criteria, Scale, Weighting 000 Complete the Process Prioritization Table 000 A Second Sponsor Meeting 000 What You Have Achieved 000 Knowledge Check 000 CHAPTER 3 Step 2: Establish the Foundation: Avoiding Scope Creep 000 The Eight Sections of the Scope Definition Document 000 Section 1: Process Name 000 Section 2: Process Owner 000 Section 3: Description: 000 Section 4: Scope 000 Section 5: Process Responsibilities 000 Section 6: Client and Client Needs 000 Section 7: Key Stakeholders and Interests 000 Section 8: Measurements of Success 000 Chapter Summary: Step 2 000 Time Estimate 000 First Project Team Meeting 000 Sponsor Meeting 000 What You Have Achieved 000 Knowledge Check CHAPTER 4 Step 3: Draw the Process Map: Flowcharting and Documenting 000 Process Map Overview 000 Drawing the Process Map 000 Box 1 000 Box 2 000 Box 3 000 Boxes 4--7 000 The Cross-Functional Process Map 000 Continuing the Work from Meeting to Meeting 000 Documenting the Process 000 Process Mapping Tools 000 Microsoft Visio 000 SmartDraw 000 Chapter Summary: Step 3 000 Time Estimate 000 Second Project Team Meeting 000 Postmeeting Work 000 Follow-on Project Team Meetings 000 What You Have Achieved 000 Knowledge Check 000 CHAPTER 5 Steps 4--5: Estimate Time and Cost and Verify the Process Map: Introducing the Process and Cycle Time and Gaining Buy-In 000 Business Process Timing 000 Process Time 000 Cycle Time 000 Process Cost 000 People Costs 000 Tool Costs 000 Overhead Costs 000 Putting It All Together 000 Alternative Cuts of the Data 000 Analyzing the Cost Estimate Columns 000 Verify the Process Map 000 Process Workers 000 Stakeholders 000 Sponsor 000 Chapter Summary: Steps 4--5 000 Time Estimate 000 Project Team Meeting 000 Postmeeting Work 000 Sponsor Meeting 000 Verify the Process Map 000 Postvalidation Work 000 What You Have Achieved 000 Knowledge Check 000 CHAPTER 6 Step 6: Apply Improvement Techniques: Challenging Everything 000 Eliminate Bureaucracy 000 Value Added 000 Eliminate Duplication 000 Simplification 000 Reduce Cycle Time 000 Automation 000 Impact Analysis 000 Chapter Summary: Step 6 000 Time Estimate 000 Project Team Meeting 000 Postmeeting Work 000 What You Have Achieved 000 Knowledge Check 000 CHAPTER 7 Step 7: Create Internal Controls, Tools, and Metrics: Making It Real 000 Internal Controls 000 Tools 000 Job Aids 000 Custom Email Forms 000 Excel Tools 000 Metrics 000 Chapter Summary: Step 7 000 Time Estimate 000 Project Team Meeting 000 Postmeeting Work 000 Project Team Meeting 000 What You Have Achieved 000 Knowledge Check 000 CHAPTER 8 Step 8: Test and Rework: Making Sure It Works 000 The Five Steps in Testing the Business Process 000 Step 1: Create the Test Plan 000 Step 2: Develop Test Sets 000 Step 3: Implement the Test Plan 000 Step 4: Summarize Feedback and Rework 000 Step 5: Retest 000 Chapter Summary: Step 8 000 Time Estimate 000 Create the Test Plan 000 Create Test Shots, Gain Resource Approval, Develop Feedback Tool 000 Implement the Test Plan and Rework 000 What You Have Achieved 000 Knowledge Check 000 CHAPTER 9 Step 9: Implement the Change: Preparing the Organization 000 The Implementation Plan 000 Overview of the Three Phases of the Implementation Plan 000 The Design Phase 000 The Development Phase 000 The Implementation Phase 000 The Four Tracks in the Implementation Phase 000 Change Management Track (Impact Analysis) 000 Testing Track 000 Communications Track (Communication Plan) 000 Training Track (Training Plan) 000 Chapter Summary: Step 9 000 Time Estimate 000 Develop the Implementation Plan 000 Refine the Impact Analysis 000 Develop the Communication Plan 000 Develop the Training Plan 000 Gain Sponsor Buy-In 000 What You Have Achieved 000 CHAPTER 10: Step 10: Drive Continuous Improvement: Embracing the New Mindset 000 The Continuous Improvement Cycle 000 Evaluate 000 Test 000 Assess 000 Execute 000 Continuous Improvement Plan 000 Chapter Summary: Step 10 000 Time Estimate 000 Develop the Continuous Improvement Plan and Schedule 000 Gain Sponsor Buy-in 000 Test, Assess, Execute 000 What You Have Achieved 000 Knowledge Check 000 CHAPTER 11 Create the Executive Summary: Getting the Recognition 000 The Six Sections of the Executive Summary 000 Section 1: Project Focus 000 Section 2: Goals 000 Section 3: Summary 000 Section 4: Key Findings 000 Section 5: Deliverables 000 Section 6: Appendix 000 Chapter Summary 000 Time Estimate 000 Create Analytical Tables 000 Write the Executive Summary 000 What You Have Achieved 000 Knowledge Check 000 CHAPTER 12 Business Process Management: BPM and Other Improvement Techniques 000 Business Process Management 000 Business Process Modeling (BPM) 000 Business Process Model and Notation (BPMN) 000 Gateways 000 Pools 000 Events 000 Activity 000 Loops 000 Flow Lines 000 Software Products 000 IBM Blueworks Live 000 iGrafx Flowcharter 000 Promapp 000 Other Process Improvement Techniques 000 TQM (Total Quality Management), Continuous Improvement, and Kaizen 000 Hoshin Kanri 000 Reengineering 000 Six Sigma 000 Lean 000 Lean Six Sigma 000 Chapter Summary 000 What You Have Achieved 000 CHAPTER 13 Case Study 1: Training and Development 000 Background 000 Step 1: Develop the Process Inventory 000 Step 2: Establish the Foundation 000 Step 3: Draw the Process Map 000 Step 4: Estimate Time and Cost 000 Part 1: List Process Activities and Process Time 000 Part 2: Identify Annual Volume 000 Part 3: Determine the FTE Formula 000 Part 4: Determine Employee Costs 000 Step 5: Verify the Process Map 000 Step 6: Apply Improvement Techniques 000 Benchmarking 000 A New Approach 000 Step 7: Create Internal Controls, Tools, and Metrics 000 Internal Controls 000 Tools 000 Metrics 000 Step 8: Test and Rework 000 Step 9: Implement Change 000 Communication Track 000 Training Track 000 Change Management Track 000 Step 10: Drive Continuous Improvement 000 Chapter Summary 000 What You Have Achieved 000 CHAPTER 14: Case Study 2: Recruitment Process in Hong Kong 000 Background 000 Step 2: Establish the Foundation 000 Step 3: Draw the Process Map 000 Step 4: Estimate Time and Cost 000 1. List Process Activities and Process Time 000 2. Identify Volume 000 3. Determine FTE Formula 000 4. Determine Employee Costs 000 Step 5: Verify Process Map 000 Step 6: Apply Improvement Techniques 000 Step 7: Create Internal Controls, Tools, and Metrics 000 Step 8: Test and Rework 000 Step 9: Implement Change 000 Step 10: Drive Continuous Improvement 000 Chapter Summary 000 What You Have Acquired 000 INDEX 000.