Process Management to Quality Improvement: The Way to Design, Document and Re-Engineer Business Systems

ISBN-13: 9780471942832 / Angielski / Twarda / 1995 / 304 str.

Gary Born

Opis

In recent years, quality has gone to the top of the management agenda. However, the quality revolution is not yet won - it is threatened by unacceptably high costs in implementing systems. These costs can be rationalized by adopting more systematic approaches to the design of quality processes and systems.

Spis treści

A Language for Process and Quality Management.

Writing Procedures and Instructions.

Structuring and Coordinating Processes.

Process Analysis.

Compliance and Creativity.

Designing Processes for Change.

Putting it Together.

Appendices.

References.

Glossary.

Index.

O autorze

About the author Gary Born is a consultant with Electronic Data Systems, one of the world′s largest computer services companies. His work concentrates on improving business systems, specializing in quality management, process modelling and advanced information systems. He has carried out process studies for many blue chip and government clients. With 20 years of professional experience, he has consulted, taught and lectured in ten countries in Europe and North America. He has published or presented more than 25 papers in quality management, business re–engineering and related subjects. He is a member of the UK panel responsible for the ISO 9000 series of quality standards. Born in Chicago, he now lives in the United Kingdom and is married with two children.

Blurb

Process Management to Quality Improvement is the first book to address both business process design and quality management in a single framework. Unlike most books in these fields, it provides practical guidance, where the emphasis is on how to implement the principles effectively and efficiently. This book provides a complete approach to both areas and also links the two. For practitioners of Business Process Re–engineering, it provides step–by–step guidance on how to check for quality in their radically redesigned processes. Quality management professionals can learn how to express their approaches within a process framework. The book provides guidance and summary process charts for three popular management models, the ISO 9000 International Quality Standard, the Malcolm Baldrige National Quality Award and the European Quality Award. This book provides the answer for managers and consultants who need to bridge the gap between finding a systematic approach to quality and the wider needs of the organization. Those needing to write procedures and instructions and to document business processes will find the book invaluable. It also provides a foundation for those studying process modelling, quality management and business re–engineering.