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Business Process Improvement Toolbox

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List of figures
List of tables
Preface
Business process improvement	p. 1
Understanding the organization's stakeholders and strategic direction	p. 9
Understanding your current business processes	p. 27
Using performance measurement in business process improvement	p. 65
Creating a business process improvement road map	p. 75
Organizing for business process improvement	p. 93
The business process improvement toolbox	p. 107
Tools for collecting data about the performance shortcoming	p. 113
Tools for analyzing the performance shortcoming	p. 123
Tools for gathering ideas and choosing among them	p. 157
Tools for creating improvements	p. 167
Tools for implementing improvements	p. 237
Sample university : improving student satisfaction	p. 251
Green carpet seed : revamping the business model	p. 263
Template package	p. 275
Bibliography	p. 287
Index	p. 291
Table of Contents provided by Blackwell. All Rights Reserved.