Service Science: Analysis and Improvement of Business Processes

ISBN-13: 9780367336035 / Angielski / Miękka / 2020 / 218 str.

John Maleyeff

Opis

To remain relevant in today’s world, practitioners should presume that they have two jobs: first, to do their work effectively so that they provide value to the organization; second, to improve how the work is done so that their organization remains competitive. This book offers clear guidance to excel at this ubiquitous second job.

Spis treści

List of Figures  List of Tables  Preface  Acknowledgements  1. Service Science  2. The Business Process  3. Defining Value  4. Process Mapping & Analysis  5. Waste Removal  6. Consumption Mapping  7. Adding Value  8. Determining Capacity Levels  9. Modeling Business Process Queues  10. Measuring Business Process Performance  11. Statistical Monitoring of Performance  12. Business Process Improvement  13. Supporting Infrastructure for Process Improvement  14. Business Process Outsourcing  Appendix  Glossary  Supplemental Reading  Index

O autorze

John Maleyeff is an educator, practitioner, and researcher who specializes in how organizations analyze, optimize, and improve the delivery of goods and services. He is currently Associate Professor of the Practice at Metropolitan College at Boston University, USA, where he teaches courses in business process analysis, supply chain management, and quality assurance.