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Contents Listing

Foreword.
Preface.
Acknowledgments.
Chapter 1. Introduction
Why Should We Chart Our Processes?
Methodology Overview.
Chapter 2.  Who is Involved in Process Improvement.
Executive Oversight Team.
Process Improvement Group.
Process Improvement Projects.
Project Ownership: Transferring Responsibility.
Chapter 3. Defining a Process Improvement Project.
Select a Process to Study.
Secure the Approval and Support of the Process Owner.
State the Process and its Purpose.
Identify the Type of Project.
Establish Objectives.
Define the Scope.
Identify the Project Team Members.
Chapter 4.  Gathering the Facts…
Set the Stage.
Collect the Facts at the Work Area.
Interview Experienced Employees.
Be Genuine.
Capture the Facts.
Level of Detail.
Organize the Facts with a Process Flow Chart.
Chapter 5.  Process Chart Format.
Process Charts Flow Left to Right.
Every Item is Charted as a Separate Flow Line.
Process Charts Show the Interrelated Flows of Many Items.
Every Item is Labeled.
Actions and Nonaction Steps Are Indicated by Symbols Laid Out in Sequence. Along Each Flow Line.
Correction and Rejection Routines Are Shown with Dotted Lines.
Fundamental Nature of the Process Chart Format.
Chapter 6.  Process Chart Building Blocks.
Symbols: The Actions.
Conventions: Connecting the Symbols.
Words: Making the Charts Talk.
Chapter 7.  Charting Business Processes.
Paying for Gas with a Credit Card.
Charting an Online Auction Bid.
Purchase Requisition.
Processing Police Officer Overtime.
Special Situations.
Chapter 8. Using Process Charts.
Improving Processes with Projects.
Building a Process Library.
Continuous Improvement.
Training.
Library and Control.
Transparency.
Regulatory Requirements such as Sarbanes-Oxley.
Certification such as ISO.
Helping the Audit.
Establishing a Culture of Mastery.
Mastery.
Chapter 9. Process Chart Stories.
Allen Back.
Merle Laird.
Bill Roach.
Hector Piña.
Sharon Cunningham.
Todd Rigby.
Valerie Rausch.
Ben S. Graham, Jr.
Chapter 10. Summary.
Define a Project.
Capture the Facts.
Prepare an As-Is Chart.
Getting the Team Members Involved.
Build a Library of Process Charts.
Use the Charts.
Chapter 11. Conclusion.
Index.