Every company wants to improve the way it does business, to produce goods and services more efficiently, and to increase profits. Nonprofit organizations are also concerned with efficiency, productivity, and with achieving the goals they set for themselves. Every manager understands that achieving these goals is part of his or her job. In this balanced treatment of the field of business process change, Paul Harmon offers concepts, methods, cases for all aspects and phases of successful business process improvement.Updated and added for this edition are coverage of business process management systems, business rules, enterprise architectures and frameworks (SCOR), and more content on Six Sigma and Lean - in addition to new coverage of performance metrics. It includes an extensive revision and update to the successful BPM book, addressing the growing interest in Business Process Management Systems, and the integration of process redesign and Six Sigma concerns. It is the best first book on business process, the most up-to-date book to read to learn how all the different process elements fit together. It presents a methodology based on the best practices available that can be tailored for specific needs and that maintains a focus on the human aspects of process redesign. It offers all new detailed case studies showing how these methods are implemented.
1 Business process change 1
Pt. I Enterprise-level concerns 28
2 Strategy, value-chains and competitive advantage 31
3 Understanding the enterprise 59
4 Process architecture and organizational alignment 79
5 Process management 109
6 Measuring process performance 139
7 An executive level BPM group 163
Pt. II Process level concerns 195
8 Understanding and scoping process problems 197
9 Modeling processes 231
10 Task analysis, knowledge workers and business rules 255
11 Managing and measuring business processes 295
12 Process improvement with six sigma 315
13 The BPTrends redesign methodology 353
14 The ergonomic systems case study 385
Pt. III Implementation level concerns 425
15 Software tools for business process analysis and design 427
16 Business process management suites 447
17 ERP-driven redesign 473
18 Conclusions 505
App. I Business process modeling notation - BPM core notation 513
App. II Business process standards 517
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