Process Reengineering in Action A Practical

A must-read if you are involved with a reengineering effort or are considering one. This guidebook's practical and applicable approach makes it the perfect hands-on tool as you redesign and re-create your targeted processes.

RICHARD CHANG is president and CEO of Richard Chang Associates, Inc., a consulting and publishing firm whose clients include Toshiba, Marriot, Citibank, Fidelity Investments, Nabisco, and McDonald's. He currently serves as chair of the board for the American Society for Training and Development. He lives near Irvine, California.

Introduction

1

(4)

Why Read This Guidebook?

Who Should Read This Guidebook?

When And How To Use It

What Is Process Reengineering?

5

(10)

Continuous Process Improvement Versus Process Reengineering

Deciding Which Approach To Use

Core Elements Of Process Reengineering

Applying A Process-Reengineering™ Model

15

(10)

The Process-Reengineering Model

Selecting A Process Reengineering Team

A Case Example: Shore Up, Inc.

Phase One: Plan Your Reengineering Effort

Determine ``New'' Process Requirements

25

(12)

What Do Your Customers Want?

What Is The Marketplace Providing?

What Are Your Operating Requirements?

Uncover ``Breakthrough'' Opportunities

37

(14)

Analyze ``As Is'' Capability

Envision Desired State

Identify Process Performance ``Gaps''

Phase Two: Design Your Reengineered Process

Map The ``Ideal'' Process

51

(10)

Complete Preliminary Work

Set New Goals And Establish New Measures

Create A New Process Flow Chart

Redefine Process Support Requirements

61

(12)

What Will You Require Of the People In Your Organization?

What Technology/Support Tools Will You Require?

What Financial Support Does Your Reengineered Process Require?

Develop Change Management Plan

73

(14)

Consider Organizational Impact

Design Your Change Management Plan

Phase Three: Implement Your Reengineered Process

87

(10)

Implement On ``Trial-Run'' Basis

Standardize The Reengineered Process

Evaluate Process Performance On An Ongoing Basis

Summary

97

(2)

Appendix: Reproducible Forms And Worksheets

99

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Process Reengineering in Action A Practical Guide to Achieving Breakthrough Results

Summary

Author Biography

Table of Contents

Supplemental Materials