Service Science Analysis and Improvement of Business Processes 1st edition by John Maleyeff – Ebook PDF Instant Download/Delivery: 1000075362, 9781000075366
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Product details:
ISBN 10: 1000075362
ISBN 13: 9781000075366
Author: John Maleyeff
To remain relevant in today’s world, practitioners should presume that they have two jobs: first, to do their work effectively so that they provide value to the organization; second, to improve how the work is done so that their organization remains competitive. This book offers clear guidance to excel at this ubiquitous second job. Informed by an appreciation that most personnel that work in any firm, even firms that are manufacturing-oriented, routinely provide services as a key element of their jobs, this book explains how to provide and improve internal customer service, regardless of industry or role. It illustrates the common features, or service process “DNA,” while providing a diverse set of examples to enhance understanding. Written by a pioneer in the development of principles and methodologies that address services in a structured and distinctive manner, this book stresses that service processes are distinctly different from manufacturing processes. Rigorous and practical, this book will appeal to students and professionals alike, in business, hospitality, industrial management, public health, and other fields. Online resources include Excel files that act as templates to help with quantitative analysis routines.
Service Science Analysis and Improvement of Business Processes 1st Table of contents:
1. Service Science
Service Science Foundations
Manufacturing Vs. Service
Service Science Practitioners
Evolution of Business Process Management
Structure of the Book
Define Value from the Customer’s Perspective (Chapter 3)
Create a Business Process Map (Chapter 4)
Remove Waste from the Process (Chapter 5)
Create Customer’s Consumption Map (Chapter 6)
Add Value for Customers (Chapter 7)
Determine Capacity Levels (Chapter 8)
Calculate Capacity Buffers (Chapter 9)
Create Performance Metrics (Chapter 10)
Statistically Monitor Performance (Chapter 11)
Improve the Process (Chapter 12)
Supporting Infrastructure (Chapter 13)
Outsourcing Opportunities and Risks (Chapter 14)
Summary & Key Takeaways
Discussion Questions
References
2. The Business Process
Business Process Definition
Business Process Example: Jet Engine Manufacturer
Business Process Transformations
Service Process Description
Differences in Manufacturing Processes
Service Process Classifications
Challenges of Service Process Management
Prevalence of Information as a Key Flow Unit
Process Flows that Cross Functional Boundaries
Activity Duration Variability
Hidden Costs and Benefits
Example: Monthly Accounting Reports
Illustrative Simulation
Mortgage Application System
Simulated System Output
Summary & Key Takeaways
Discussion Questions
Reference
3. Defining Value
Typical Problems in a Business Process
Financial Audit Process
IT Change Request Process
Price Quoting Process
Blood Testing Process
Definition of Value
Financial Audit Process
IT Change Request Process
Price Quoting Process
Blood Testing Process
Determination of Performance Dimensions
Customer Comments & Surveys
Critical Incident Approach
Summary & Key Takeaways
Discussion Questions
References
4. Process Mapping & Analysis
Process Mapping
Process Map Development
Identification of Waste
Financial Audit Process
IT Change Request Process
Price Quoting Process
Blood Testing Process
Data Collection & Analysis
Check Sheets
Cause-and-effect (Fishbone) Diagrams
Pareto Charts
Histograms
Scatterplots
Summary & Key Takeaways
Discussion Questions
References
5. Waste Removal
The Five Whys and Finding Root Cause
Financial Audit Process
IT Change Request Process
Price Quoting Process
Blood Testing Process
Waste Removal: Achieving BCF by Being Smarter
Learning from Similar Processes
Lessons from Manufacturing
Using Lean Methods
Standard Work
Standard Work for the IT Change Request Process
The 5S Method
5S for the Financial Audit Process
Poka-yoke
Poka-yoke for the Price Quoting Process
Visual Controls
Visual Controls in the Blood Testing Process
Summary & Key Takeaways
Discussion Questions
References
6. Consumption Mapping
Service Providers & Customers
The Customer Experience
Consumption Mapping
Financial Audit Consumption Map
IT Change Request Consumption Map
Price Quoting Consumption Map
Blood Testing Consumption Map
Consumption Analysis
Solve the Customer’s Problem Completely
Solve the Customer’s Problem Quickly
Don’t Frustrate or Confuse the Customer
Summary & Key Takeaways
Discussion Questions
References
7. Adding Value
Adding Value
Adding Value Using Lean Methods
Financial Audit Process
IT Change Request Process
Price Quoting Process
Blood Testing Process
Adding Value by Innovation
Random Word Approach
Required Innovation Infrastructure
Application of Self Service
Summary & Key Takeaways
Discussion Questions
References
8. Determining Capacity Levels
Business Process Capacity Planning
Example: Audit Department
Dealing with Uncertainty
Key Definitions
Capacity Buffering
Calculating Resource Utilization
Workforce Scheduling
Workforce Scheduling for Contact Center
Managing Customer Expectations
Occupy Customers
Reduce Anxiety & Exude Fairness
Keep Customers Informed
Summary & Key Takeaways
Problems Set
References
9. Modeling Business Process Queues
A Queuing System and its Analysis
Measures of Effectiveness
Quantifying Uncertainty
Arrival Uncertainty
Service Time Uncertainty
The M/M/s Queuing Model
Comprehensive Example
Standard Capacity Buffer Levels
The Impact of Reducing Waste
Summary & Key Takeaways
Problems Set
Reference
10. Measuring Business Process Performance
Determining Performance Metrics
Financial Audit Process Metrics
IT Change Approval Process Metrics
Price Quoting Process Metrics
Blood Testing Process Metrics
Turnbacks, Mistakes, Close Calls, and Complaints
Theory of Mistakes
Skill-based Mistakes
Rule-based Mistakes
Knowledge-based Mistakes
Swiss Cheese Analogy
Customer Satisfaction Surveys
Satisfaction Survey Design
Integrated Performance Management
Summary & Key Takeaways
Discussion Questions
References
11. Statistical Monitoring of Performance
Variation
The Deming Philosophy
Process Thinking
Implementing Process Thinking
Analysing Process Stability
Proportion (P) Charts
Interpretation Rules
Note on Analysing Satisfaction Surveys
Analysing Process Capability
Example PCA
Summary & Key Takeaways
Discussion Questions & Problems Set
References
12. Business Process Improvement
Process Improvement
Six Sigma & DMAIC
Lean & Kaizen
Lean Six Sigma Process Improvement System
Project Initiation
Project Execution
Define – Create Problem Statement and Customer Value Definition (Chapters 2–3)
Measure – Create a Process or Consumption Map and Collect Associated Data (Chapters 4, 6 and 11)
Analyse – Identify Problems and Significant Waste (Chapters 4 & 6)
Improve – Find Ways to Eliminate Waste and/or Add Value (Chapters 5 & 7)
Control – Develop Implementation and Follow-Up Plan (Chapters 10–11)
Project Communication
Summary & Key Takeaways
Discussion Questions
References
13. Supporting Infrastructure for Process Improvement
Process Improvement Is Easy … and Difficult
Silo Mentality’s Impact on a Price Quoting System
Respect for People
The Corporate Structure Dilemma
Unions
Organizational Infrastructure Recommendations
Develop a Sound, Consistent, and Robust Methodology
Build Trust by Removing Fear
Initiate Long Term Cultural Change
Publicize the Program to All Stakeholders
Summary & Key Takeaways
Discussion Questions
References
14. Business Process Outsourcing
Business Process Outsourcing
Business Process Offshoring
Offshoring Quality
Risk Identification
Risk Assessment
Failure Modes and Effects Analysis
Risk Avoidance & Mitigation
Impact of International Cultures
Summary & Key Takeaways
Discussion Questions
References
Appendix
Glossary
Supplemental Reading
Index
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Tags: John Maleyeff, Service Science, Business Processes