Publisher's Synopsis
This training manual explains what process improvement is, why it is important and how it can be used to design, operate and continuously improve business processes. The excellence of an organization's results is determined by how well the people in that organization design, operate and continuously improve the organization's work processes. However, the history of most organizations is that they have developed along functional lines and are hierarchical in structure. This means that most processes have evolved, over time, within a traditional "department" structure, with little thought to how end-to-end processes actually meet customer needs.;This text sets out to provide a methodology for identifying, selecting and continuously improving processes. It explains not only the technical aspects required for doing this, but also emphasizes the need for staff involvement in improvement projects. The checklists in the manual are intended to be of use to senior managers planning a process improvement initiative and in helping them consider the related change management issues.;The manual is also designed as a resource pack for managers, trainers and improvement facilitators, enabling them to plan and implement process improvement initiatives. It contains step-by-step guides to each stage of process improvement and explains how to use the associated tools and techniques. The "Session Plans" at the end of each section enable training workshops to be run by competent trainers and facilitators. A full set of over 100 OHP paper masters to support the modules is also included.
