Process Mapping How to Reengineer Your Business Processes

by Hunt, V. Daniel

• ISBN13: 9780471132813
• ISBN10: 0471132810
• Edition: 1st
• Format: Hardcover
• Copyright: 1996-02-01
• Publisher: Wiley

Summary

A business organization, like a human body, is only as effective as its various processes. Pretty obvious, right? Yet, as V. Daniel Hunt demonstrates in this groundbreaking book, the failure to appreciate this obvious fact is the reason most reengineering schemes fail. Managers whose job it is to improve company performance, like physicians who work to improve patient health, must develop a clear picture of how each process fits into the overall organizational structure; how it ought to function; and how well it is performing at any given moment; before they can form a diagnosis or devise a treatment strategy.Fortunately, a powerful new analytical tool that has emerged in recent years helps you to do all of that and much more. Developed at General Electric, process mapping has been implemented in companies around the globe, and the results have been simply astonishing. Now find out how to make this breakthrough reengineering technology work for your organization in Process Mapping.The first and only hands-on guide of its kind, Process Mapping arms you with a full complement of state-of-the-art tools and techniques for assessing existing business processes and developing a detailed road map for ongoing change and improvement. Internationally known management consultant and bestselling author V. Daniel Hunt guides you step-by-step through the entire process. He helps you assess the need for process reengineering in your organization and determine whether or not a process map is what you need. He shows you how to create a process mapping team and helps you select the best-buy process mapping tools for the job. He explains how to gather vital information about your business processes via focused interviews and other interview techniques, and how to use this data in implementing process mapping. He also offers expert advice on how to apply your process map to significantly improve business functions and bottom-line performance.Hunt draws upon the experiences of companies around the world whose process mapping success stories will be a source of inspiration and instruction. You'll find out just how process mapping was put to use-and the results it achieved-at General Electric, IBM, NASA, Tandy Electronics, Shawmut National Bank, Fluor Daniel, Exxon, and other leading product and service firms.Find out all about today's most important new management tool and how to put it to work for continuous improvement in your organization in Process Mapping.The first and only hands-on guide to a powerful new process mapping toolThe most important new process improvement tool to come along in more than a decade, process mapping enables managers to easily identify and assess the various business processes that make up their organizations and to develop a road map for continued performance improvement. Now find out how to make this breakthrough management tool work in your organization by applying Process Mapping. V. Daniel Hunt, the bestselling author of Reengineering, Quality in America, and The Survival Factor, guides you step-by-step through the entire process. He gives you all the proven process mapping tools and techniques you need to: Assess the need for process improvement in your company Decide if process mapping is right for you Create a process mapping team Select the best process mapping software tools for the job Collect vital information about business processes Use the data to build your own process map Use your process map to significantly improve bottom-line business performance Hunt also provides detailed case studies of product and service companies around the globe that have discovered the value of process mapping. You'll find out how General Electric, IBM, NASA, Tandy Electronics, Shawmut National Bank, Fluor Daniel, Exxon, and other leading companies achieved stunning results when they made process mapping part of their business improvement efforts.

Author Biography

V. DANIEL HUNT, President of Technology Research Corporation, is an internationally recognized management consultant, an emerging technology analyst, and the author of several bestselling books on quality, change management, systems engineering, and business process reengineering. A short list of his clients includes James Martin and Company, Pacific Gas & Electric, Science Applications International Corporation, Hitachi, Burkhalter Associates, Inc., The Pymatuning Group, Andersen Consulting, the Dole Foundation; and several United States government organizations, including the Department of Defense, Department of Justice, and the Drug Enforcement Administration. Among Mr. Hunt's other books are Reengineering, Quality in America, and The Survival Factor. Mr. Hunt maintains an active schedule as author and international lecturer/professional speaker on business survival, change management, business process reengineering, process mapping, strategic process improvement, quality management, and productivity improvement, while serving various industrial companies, government agencies, and other institutions as a management consultant.

Table of Contents

Acknowledgments	ix
Permissions	xiii
Do You Need a Roadmap?	1	(26)
Introduction to Process Mapping	1	(1)
What is a Process?	2	(3)
Why Should You Look at Your Processes?	5	(9)
The Process Mapping Concept	14	(5)
Process-Driven Reengineering	19	(1)
Process Mapping Tools	20	(1)
Simulation for Process Mapping	21	(3)
Do You Need a Process Roadmap?	24	(1)
About the Rest of this Book	25	(2)
Reengineer Your Business Processes	27	(21)
Why Reengineer?	27	(5)
What is Reengineering?	32	(6)
Unique Characteristics of Reengineering	38	(2)
Pitfalls of Reengineering	40	(8)
Role of Process Mapping in Reengineering	48	(12)
Adopt a Process Management Approach	49	(1)
Develop Strategic Reengineering Goals	50	(1)
Business Process Definition, Process Mapping, and Prioritization	51	(9)
Do You Really Understand Your Processes?	60	(10)
Do You Understand Your Business Processes?	60	(1)
A Model for Process Improvement	61	(1)
Steps to Improve Your Processes	61	(5)
Simplify Your System Processes	66	(4)
Process Mapping Success Stories	70	(26)
Bristol-Myers Squibb Prescribes Process Mapping	71	(2)
Centerbank Improves Operational Efficiency	73	(1)
Shawmut National Bank Uses Process Mapping to Cut Costs	74	(2)
Activity-Based Costing and Process Mapping Pay off at NASA	76	(2)
IBM's Information Technology Generic Process Map	78	(1)
Litton Industries Uses IDEF Process Mapping	79	(2)
KPMG Peat Marwick Helps Cut Loan Processing Time	81	(1)
Tandy Electronics Eliminates Bottlenecks	81	(4)
Hughes Simulates Surface-Mounted Technology (SMT) Process	85	(2)
AEG Schneider's Quest for Process Quality	87	(3)
Fluor Daniels Uses Simple Software for ISO 9000 Documentation	90	(1)
A Picture Is Worth a Thousand Words at Mobil Oil	90	(1)
Morton International Uses Simulation and Animation	91	(1)
Simulation Enhances Productivity at Allen-Bradley Plants	92	(3)
The Lessons Learned	95	(1)
IDEF Process Mapping Methodology	96	(23)
The Creation of IDEF	98	(1)
The IDEF0 Process Mapping Concepts	99	(3)
IDEF Process Mapping Information	102	(2)
The Model for the IDEF Process Map	104	(4)
How To Read a Process Map	108	(9)
Disciplined Teamwork Required for Process Mapping	117	(2)
Create a Process Mapping Team	119	(15)
What Is a Process Mapping Team?	119	(2)
Creating Your Process Mapping Team	121	(5)
How to Start a Process Mapping Team	126	(3)
The Team Development Process	129	(3)
Team Development Results	132	(2)
Process Mapping Software Tool Selection	134	(40)
Growth in Process Mapping Tools	135	(1)
An Introduction to Process Mapping Software Tools	136	(7)
Description of Process Mapping Tools	143	(25)
Comparative Assessment of Process Mapping Simulation Tools	168	(5)
``Best Buy'' Suggestions	173	(1)
How to Collect Data for Process Mapping	174	(18)
The Role of the Data Gatherer	174	(3)
The Purpose of Interviews	177	(2)
The Data-Gathering Interview Toolkit	179	(1)
How to Conduct Data-Gathering Interviews	180	(7)
Tips for Conducting Data Collection and Interviews	187	(3)
Summary of Approach to Data Gathering	190	(2)
Process Map Implementation	192	(48)
Basic Process Map Goals	192	(1)
Getting Started	193	(6)
The Process Map Activity Phases	199	(3)
How to Create Your Process Map	202	(7)
Redrawing Your Process Map	209	(4)
Process Map Graphic Layout	213	(3)
Writing Process Map Text	216	(2)
The Process Map Review Cycle	218	(1)
Team Dynamics for the Process Map Review Cycle	218	(4)
The IDEF Process Map Kit Cycle	222	(2)
How to Prepare a Process Mapping Kit	224	(3)
Process Map Standard Forms	227	(7)
Process Map File Management	234	(1)
The Process Map Review Presentation Process	235	(3)
How to Run a Process Map Meeting	238	(2)
Change It!	240	(1)
Notes	241	(4)
Suggested Reading	245	(4)
Acronyms	249	(2)
Points of Contact	251	(6)
Glossary	257	(9)
Index	266	(7)
About the Author	273