Detail Process Charting: Speaking the Language of Process

Ben B. Graham0471653942, 9780471653943, 9780471680864

A must-read for any competitive organization, Detail Process Charting: Speaking the Language of Process provides a comprehensive, yet clear, explanation of how to utilize one of the most powerful tools available to improve work processes. Author has successfully integrated the history, success stories, and wisdom of those in the field who have applied this time-tested tool.

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Table of contents :
Team LiB……Page 1
Cover……Page 2
CONTENTS……Page 7
List of Exhibits……Page 11
Foreword……Page 15
Preface……Page 19
Acknowledgments……Page 21
1 Introduction……Page 22
To Help People Do Their Jobs Better……Page 26
Methodology Overview……Page 27
Endnotes……Page 28
Executive Oversight Team……Page 30
Process Improvement Projects……Page 31
Process Owner……Page 32
Project Team Leader……Page 33
Installation Coordinator……Page 34
Project Ownership: Transferring Responsibility……Page 35
Select a Process to Study……Page 38
Identify the Type of Project……Page 39
Renewal Project……Page 40
Maintenance Project……Page 41
Define the Scope……Page 42
Endnote……Page 43
Set the Stage……Page 44
Interview Experienced Employees……Page 45
Capture the Facts……Page 47
Level of Detail……Page 49
Organize the Facts with a Process Flow Chart……Page 50
Process Charts Flow Left to Right……Page 52
Every Item Is Labeled……Page 55
Fundamental Nature of the Process Chart Format……Page 57
Symbols: The Actions……Page 58
Do……Page 60
Originate……Page 61
Add/Alter……Page 64
Handle……Page 65
Transportation……Page 67
Inspection……Page 68
Storage/Delay……Page 69
Combination Symbols……Page 71
Conventions: Connecting the Symbols……Page 72
Label and Line……Page 74
Effect……Page 76
Brackets……Page 77
Alternatives……Page 78
Rejoin……Page 81
Connector Labels: Chart Links……Page 84
Stop/Start……Page 86
Period……Page 90
Words: Making the Charts Talk……Page 91
Choosing the Right Words……Page 96
7 Charting Business Processes……Page 100
Paying for Gas with a Credit Card……Page 101
Charting an Online Auction Bid……Page 111
Processing a Purchase Requisition……Page 127
Processing Police Officer Overtime……Page 131
Special Situations……Page 145
E-Mailing Multiple Recipients……Page 152
Processing Batch Work……Page 155
Charting Multiple Source Items……Page 159
Creating Multiple Copies……Page 163
Sorting and Distributing Multiple Document Copies……Page 164
Including Flow Lines of People in Process Charts……Page 166
8 Using Process Charts……Page 170
Improving Processes with Projects……Page 171
Building a Process Library……Page 174
Continuous Improvement……Page 175
Training……Page 176
Transparency……Page 179
Certification such as ISO……Page 180
Mastery……Page 181
Endnote……Page 182
9 Process Chart Stories……Page 184
Merle Laird……Page 185
Hector Piña……Page 187
Sharon Cunningham……Page 188
Todd Rigby……Page 190
Ben S. Graham Jr…….Page 191
Select a Process to Study……Page 194
State Project Objectives……Page 195
Announce the Project……Page 196
Capture the Facts……Page 197
Prepare an As-Is Chart……Page 198
Get the Team Members Involved……Page 199
Use the Charts……Page 200
11 Conclusion……Page 202
Index……Page 204