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.
Table of Contents
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.