Business process improvement : the breakthrough strategy for total quality, productivity, and competitiveness

Why Focus on Business Processes? Setting the Stage for Business Process Improvement.Organizing for Process Improvement.Flowcharting: Drawing a Process Picture.Understanding the Process Characteristics.Streamlining the Process.Measurements, Feedback, and Action (Load, Aim, and Fire).Process Qualification.Benchmarking Process.The Beginning.Appendix: Interview Guidelines.