Improving Business Process Performance: Gain Agility, Create Value, and Achieve Success

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Email Address. Sign In. Toggle navigation Additional Book Information. Description Table of Contents Reviews. Reviews This book presents an approach to a workable process to help an organization maintain clarity of purpose, bridge the gap between the strategic and tactical views, and apply structure to how it monitors its progress. Request an e-inspection copy. Share this Title. Recommend to Librarian.


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Improving Business Process Performance

Items Subtotal. View Cart. Offline Computer — Download Bookshelf software to your desktop so you can view your eBooks with or without Internet access. These assets may include databases, documents, policies, procedures, and previously un-captured expertise and experience in individual workers. Total quality management TQM emerged in the early s as organizations sought to improve the quality of their products and services.

It was followed by the Six Sigma methodology in the mids, first introduced by Motorola. Six Sigma consists of statistical methods to improve business processes and thus reduce defects in outputs.

Business process management

The "lean approach" to quality management was introduced by the Toyota Motor Company in the s and focused on customer needs and reduction of wastage. Advances in information technology over the years, have changed business processes within and between business enterprises. In the s, operating systems had limited functionality, and any workflow management systems that were in use were tailor-made for the specific organization. The ss saw the development of data-driven approaches, as data storage and retrieval technologies improved.

Data modeling rather than process modeling was the starting point for building an information system. Business processes had to adapt to information technology because process modeling was neglected. The shift towards process-oriented management occurred in the s.


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The world of e-business created a need to automate business processes across organizations, which in turn raised the need for standardized protocols and web services composition languages that can be understood across the industry. The most recent trends in BPM are influenced by the emergence of cloud technology , the prevalence of social media , mobile technology, and the development of analytical techniques. Cloud-based technologies allow companies to purchase resources quickly and as required independent of their location. Social media, websites and smart phones are the newest channels through which organizations reach and support their customers.

The abundance of customer data collected through these channels as well as through call center interactions, emails, voice calls, and customer surveys has led to a huge growth in data analytics which in turn is utilized for performance management and improving the ways in which the company services its customers. Business processes comprise a set of sequential sub-processes or tasks with alternative paths, depending on certain conditions as applicable, performed to achieve a given objective or produce given outputs.

Each process has one or more needed inputs. The inputs and outputs may be received from, or sent to other business processes, other organizational units , or internal or external stakeholders. In general, the various tasks of a business process can be performed in one of two ways: [1]. Typically, some process tasks will be manual, while some will be computer-based, and these tasks may be sequenced in many ways. In other words, the data and information that are being handled through the process may pass through manual or computer tasks in any given order.

There is a cascading effect of improvements made at a higher level on those made at a lower level.

The five trademarks of agile organizations | McKinsey

For example, if a recommendation to replace a given policy with a better one is made with proper justification and accepted in principle by business process owners, then corresponding changes in the consequent processes and procedures will follow naturally in order to enable implementation of the policies. Business processes must include up-to-date and accurate reports to ensure effective action.

There are numerous examples of this in every possible business process. Another example from production is the process of analysis of line rejections occurring on the shop floor.

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This process should include systematic periodical analysis of rejections by reason, and present the results in a suitable information report that pinpoints the major reasons, and trends in these reasons, for management to take corrective actions to control rejections and keep them within acceptable limits. Such a process of analysis and summarisation of line rejection events is clearly superior to a process which merely inquires into each individual rejection as it occurs.

Business process owners and operatives should realise that process improvement often occurs with introduction of appropriate transaction, operational, highlight, exception or M. With this understanding would hopefully come the willingness to invest time and other resources in business process improvement by introduction of useful and relevant reporting systems. The span of control is the number of subordinates a supervisor manages within a structural organization. Introducing a business process concept has a considerable impact on the structural elements of the organization and thus also on the span of control.

Large organizations that are not organized as markets need to be organized in smaller units — departments — which can be defined according to different principles. Information management , and the organization infrastructure strategies related to it, are a theoretical cornerstone of the business process concept, requiring "a framework for measuring the level of IT support for business processes.

From Wikipedia, the free encyclopedia. Not to be confused with business strategy.


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