At last, a simple, well-written survey of process mapping, process improvement, and process management that will help you transform your organization into a world-class competitor. Author Dan Madison explains the evolution of work management styles, from traditional to process-focused, and introduces the tools of process mapping, the roles and responsibilities of everyone in the organization, and a logical ten-step redesign methodology. Thirty-eight design principles allow readers to custom-fit the methodology to the particular challenges within their own organizations. Additional chapters by guest writers Jerry Talley, Ph.D., and Vic Walling, Ph.D., discuss cross-department process management and using computer simulation in redesign, respectively. Inside you’ll find detailed, illustrated discussions about:

* The importance of process 

* Process mapping 

* Key stakeholders’ roles and responsibilities 

* The ten-step process redesign methodology 

* Process improvement and creating the process team 

* The four lenses of analysis 

* Customer report cards, benchmarking, and best practices 

* Process redesign case studies 

* Design principles for process redesign 

* Barriers to process redesign 

* Becoming a process-focused organization 

* Building cross-department process management 

* Using information technology in process management