Process improvement simplified: a how-to book for success in any organization

Title page
 CIP data
 Table of Contents
 List of Figures and Tables
 Preface
 Acknowledgments
 Chapter 1: Introduction
 Chapter 2: Troubled Processes in Real Life
 Airport Screening
 State and Local Governments
 Small Businesses
 Big Business
 Professional
 Institutional
 Service
 Chapter Summary
 Chapter 3: Yield and Throughput
 Example of the Shirt: Learning About Yield
 Successive Outputs from Machines
 Supplementing Experience with Data
 What Does Experience Plus Data Tell Us?
 Example of the Breakfast: Learning About Throughput. Measurements and Their Analysis Are Done Methodically with DisciplineAdvantages and Disadvantages of Measuring and Analyzing a Process
 Chapter Summary
 Chapter 4: Who Is the Customer?
 Can a Dryer Be a customer?
 Process Boundaries
 Suppliers and Customers of the Process
 The Example of the Restaurant: Learning About Unhappy Customers
 Fear As a Motivator: Making a Decision on Implementing PI
 Chapter Summary
 Chapter 5: How to Begin Process Improvement
 Pains and Opportunities in PI
 Turning PI Opportunities into Goals
 Critical Process and Process Boundaries. Define the Boundaries of the Critical ProcessWho Is Going to Do the Work?
 Identify Management Roles and Form PI Team
 Develop the First 90-Day Work Plan
 Chapter Summary
 Chapter 6: The Six Phases of PI
 Definition of Process Improvement
 The Six Phases of Process Improvement
 Phase 1. Identify the Critical Process
 Phase 2. Measure Process
 Phase 3. Redesign Process
 Phase 4. Test Redesigned Process
 Phase 5. Institutionalize Redesigned Process
 Phase 6. Continuous Improvement
 Chapter 7: Mapping the Process
 Overview of the Business-Level I Process Maps
 Specific Level I Process Maps. Mapping the Kitchen ProcessLevel II Process Maps
 Chapter Summary
 Chapter 8: Voice of the Customer
 Pains of the External Customers
 Getting the Voice of the Customer
 Performing the Gap Analysis
 Difficulties in Obtaining the Voice of the External Customer
 Pains of Internal Customers
 Gathering Existing Data to Confirm the Pains
 Chapter Summary
 Chapter 9: Measuring the Process
 Why Measure the Process?
 Measurement of Results Does Not Work
 Systemic Issues of the Process
 What to Measure
 Measuring Throughput and Yield
 Measurement Plan
 Throughput and Yield Results. Measuring the Other Current ConditionsDetermine Process Cost
 Compile Data
 Chapter Summary
 Chapter 10: Redesign, Test, and Institutionalize Phases
 Phase 3: Redesign Process
 Analysis
 Formulating an Ideal State
 Formulating a To-Be State
 Phase 4: Test Redesigned Process
 Enabling Management Buy-In
 Allow for Gradual Achievement of Goals in the Work Plan
 Testing the Redesigned Process
 Phase 5: Institutionalize The Redesigned Process
 Chapter Summary
 Chapter 11: Real-World Throughput and Yield
 Medical Examples
 Pharmacies
 Medical Clinic
 Medical Misdiagnosis
 Public Service Examples.