Chapter 6: Designing, Controlling, and Improving Organizational Processes
What is process management?
A. Process Design
Explain Motorola’s six step process design.
90,000 DVDs and No Shelves
Design for Quality in Service Processes
What is the difference between manufacturing and services?
Explain the three basic components of services.
How can you design effective services?
B. Process Control
What is control and what are its components?
Goals:
Measurement:
Comparison of results to a standard:
Process control in manufacturing
Poor control Can Leave a Bitter Taste (230)
Process control in services
C. Process Improvement
To improve a process it must be:
Keeping That Touch of Elegance (234)
Continuous Improvement and Kaizen (explain pages 235-238)
The Law of Quality (244)
D. Improvement Processes
Eastman Chemical System
Deming Cycle… again
Six Sigma DMAIC
DMAIC at AE (244)
Lean Thinking
What is lean production, its history, and objectives?
Explain some key tools of lean production.
E. Breakthrough Improvement
Benchmarking
Reengineering
Process Redesign
F. Process Management in Action
Chugach School District
Froedtert Hospital
Walt Disney Company
GE
Cases