Business Process Improvement Workbook: Documentation, Analysis, Design, and Management of Business Process Improvement

In Business Process Improvement, a major best-seller in four languages, world-renowned quality authority H. James Harrington revealed his methods for vastly improving business performance. Businesses that implemented these methods—including Boeing, IBM, and Corning Glass—realized enormous improvements in productivity.

Now in Business Process Improvement Workbook, Harrington, Erik K.C. Esseling, and Harm van Nimwegen give all businesses the tools to put his breakthrough approach to work for greater efficiency, effectiveness, quality, productivity, and competitiveness.

In this workbook, the authors provide a complete, step-by-step toolset—all the guidelines, strategies, charts, forms, lists, macros for PC use, overviews, and diagrams you need—to start streamlining your business today. This workbook shows you precisely how to:

• Understand and set process improvement goals
• Eliminate bureaucracies, duplication, and obsolescence
• Evaluate information management
• Research cycle time
• Analyze functions and tasks in administration
• Measure accuracy, thoroughness, and reliability in data processing—rank cost/productivity relationships
• Find opportunities for standardization
• Evaluate technological enablers
• Interview and collect data profitably, and far more

For all business leaders—whether your firm is large or small—this is the premier one-step-at-a-time guide to better business performance and greater customer satisfaction.

About the Authors

H. James Harrington, MBA, Ph.D., is the international quality advisor for Ernst & Young and chairman of the prestigious International Academy of Quality. His long and distinguished career in the quality field includes 40 years at IBM. A much sought-after international speaker, he is the author of seven books, including The Improvement Process Improvement and other McGraw-Hill business best-sellers.

Erik K.C. Esseling graduated from the University of Amsterdam in 1971, taking a degree in business economics. He is a director of Moret Ernst & Young Management Consultants, one of the leading Dutch management consulting firms. He advises clients on such issues as strategic planning, business analysis, organizational structures, management and control, accounting systems and internal controls. He has published various books and articles, both in the Dutch and the English language, with regard to business process improvement, innovation, management control, the telecommunication market and the Internet.

With Moret Ernst & Young, Esseling is responsible for the coordination of management consultancy assignments in the field of energy, telecommunication and entertainment & media.

Harm van Nimwegen is director of Moret Ernst & Young Management Consultants. He graduated in Business Economics at the University of Amsterdam in 1976. In addition to that, he holds CPA from the Free University of Amersterdam. Van Nimwegen is a well known lecturer on courses and seminars on management accounting systems and procedures.

With Moret Ernst & Young Management Consultants, Van Nimwegen is responsible for the coordination of management consultancy assignments for non-profit organizations.