Arthur R. Tenner is Engineering Practices Coordinator for the Exxon Research and Engineering Company, where he contributes to improving quality, productivity, and reliability of Exxon's operations worldwide. Mr. Tenner graduated from Cornell University with B.S. and M.S. degrees in mechanical engineering.
Irving J. DeToro is President of The Quality Network, Ltd., a consulting firm specializing in process management issues. Previously, he spent 23 years at Xerox Corporation, during which time he visited some of Japan's most successful businesses and helped develop Xerox's Leadership Through Quality initiative. He holds a B.S. in economics from The Wharton School and an M.B.A. from the University of Rochester.
I: CULTURAL REQUIREMENTS. 1. Quick Reference Guide to Process Redesign.
Cultural Requirements. Process Analysis. Process Improvement.2. Process Management.
Traditional View of Organizations. Process View. Summary. Discussion Questions.3. Leadership.
Role of Leaders. Setting a Direction. Goals and Objectives. Deployment. Summary. Discussion Questions.4. Organizational Assessment.
Using the Malcolm Baldrige National Quality Award Criteria as an Assessment Tool. MBNQA Performance Categories. Overall Assessment. Summary. Discussion Questions.
II. PROCESS ANALYSIS. 5. Define and Classify Processes.
Defining Process. Distinguishing Between Processes and Outputs. Classifying Processes. Creating a Process Inventory.Summary. Discussion Questions.6. Identify Core Processes.
A Rationale for Core Processes. Identifying Core Processes. Sample Core Processes. Summary. Discussion Questions.7. Measure Performance.
Why Measure? Three Types of Measures. A Scoreboard to Improve Performance. Summary. Discussion Questions.8. Measure Efficiency.
Cost. Variation. Cycle Time. Summary. Discussion Questions.9. Understand the Customer.
Steps to Understanding Customers' Expectations. What Performance Attributes Do Customers Expect? What Performance Level Is Needed to Satisfy Expectations? What Is the Relative Importance of Each Attribute? Summary. Discussion Questions.10. Document Processes.
How to Chart a Core Process. How to Create a Subprocess Flowchart. Summary. Discussion Questions.11. Assess the Process.
Step 1: Qualitative Assessment. Step 2: Quantitative Assessment. Step 3: Setting Direction. Summary. Discussion Questions.
III: PROCESS IMPROVEMENT. 12. Planning the Improvement.
Identify the Improvement Subject. Select Improvement Alternatives. Launch Improvement Teams. Summary. Discussion Questions.13. Continuous Improvement.
Six-Step Improvement Model. Summary. Discussion Questions.14. Process Benchmarking.
Benchmarking Origins. Planning. Analysis. Integration and Action: Steps 6 Through 10. Summary. Discussion Questions.15. Reengineering.
Overview of Reengineering. Reengineering Model. Summary. Discussion Questions.16. Installing the Improved Process.
Integration. Action. Evaluation. Summary. Discussion Questions.
APPENDIXES. A: APQC Process Classification System. B: Six-Sigma Analysis. C: Sample Project.
Description. D: The Benchmarking Code of Conduct. E: Texas Instruments Benchmarking Core Team. F: Process Redesign at Xerox Corporation. G: Reengineering the Commercialization Process at Praxair. H: Sample Best Practices Report.Index.