Process improvement simplified : a how-to book for success in any organization / James B. King, Francis G. King and Michael W.R. Davis ; under the guidance of John Manoogian [and three others].

Includes bibliographical references and index.

Print version record.

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.

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