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· 분류 : 외국도서 > 건축/디자인 > 디자인 > 제품
· ISBN : 9781032595429
· 쪽수 : 638쪽
· 출판일 : 2025-01-31
목차
1.??? INTRODUCTION TO BUSINESS PROCESS DESIGN
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??????? 1.1????? What is a Business Process?
?????????????????? 1.1.1???? Process Types and Hierarchies
?????????????????? 1.1.2???? Determinants of the Process Architecture
?????????????????? 1.1.3???? Workflow Management Systems
??????? 1.2????? The Essence of Business Process Design
?????????????????? 1.2.1???? Incremental Process Improvement and Process Design
?????????????????? 1.2.2???? An Illustrative Example
??????? 1.3????? Business Process Design, Overall Business Performance and Strategy
?????????????????? 1.3.1???? Business Process Design and Overall Business Performance
?????????????????? 1.3.2???? Business Process Design and Strategy
??????? 1.4????? Why do Inefficient and Ineffective Business Processes Exists
??????? 1.5????? Summary
??????? Discussion Questions and Exercises
??????? References
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2.??? DATA ANALYTICS AND PROCESS IMPROVEMENT
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2.1??????? Process Management and a Process View
2.1.1???????? An Illustrative Example: Managing a Document Distribution Process
2.1.1.1???? Assign Process Ownership
2.1.1.2???? Analyze Boundaries and Interfaces
2.1.1.3???? Define the Process
2.1.1.4???? Establish Control Points
2.1.1.5???? Develop and Implement Measures
2.1.1.6???? Perform Feedback and Control
2.1.2???????? Summary and Final Remarks
2.2??????? Data-driven Process Improvement
2.2.1???????? Data Collection
2.2.2???????? Data Visualization
2.2.2.1???? Charts and Diagrams
2.2.2.2???? Heatmaps
2.3??????? Six Sigma Quality Programs
2.3.1???????? Six Sigma Definitions
2.3.2???????? The Six Sigma Cost and Revenue Rationale
2.3.2.1???? The Cost or Efficiency Rationale
2.3.2.2???? The Revenue or Effectiveness Rationale
2.3.3???????? Six Sigma in Product and Process Design
2.3.4???????? The Six Sigma Framework
2.3.4.1???? Top Management Commitment
2.3.4.2???? Stakeholder Involvement
2.3.4.3???? Training
2.3.4.4???? Measurement System
2.3.4.5???? The Improvement Methodology
2.3.5???????? Control Charts
2.3.5.1???? Average Waiting Time in a Call Center
2.3.5.2???? Individual Waiting Time in a Call Center
2.3.6???????? Key Reasons for the Success of Six Sigma
2.4??????? Business Process Management
2.4.1???????? Types of BPM
2.4.2???????? BPM Lifecycle
2.4.3???????? BPM Potential Benefits
2.4.4???????? Typical Areas of Application
2.5??????? Evolutionary versus Revolutionary Change
2.6??????? Summary
Discussion Questions and Exercises
??????? References
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3.??? A FRAMEWORK FOR BUSINESS PROCESSES DESIGN PROJECTS
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??????? 3.1????? Step 1: Case for Action and Vision Statements
??????? 3.2????? Step 2: Process Identification and Selection
??????? 3.3????? Step 3: Obtaining Management Commitment
??????? 3.4????? Step 4: Evaluation of Design Enablers
?????????????????? 3.4.1???? Example: The Internet Enabling Change at Chase Manhattan Bank
?????????????????? 3.4.2???? Example: New Technology as a Change Enabler in the Grocery Industry
??????? 3.5????? Step 5: Acquiring Process Understanding
?????????????????? 3.5.1???? Understanding the Existing Process
?????????????????? 3.5.2???? Understanding the Customer???????
??????? 3.6????? Step 6: Creative Process Design
?????????????????? 3.6.1???? Benchmarking
?????????????????? 3.6.2???? Design Principles
?????????????????? 3.6.3???? The Devil’s Quadrangle
??????? 3.7????? Step 7: Process Modeling and Simulation
??????? 3.8????? Step 8: Implementation of the New Process Design
??????? 3.9????? Summary
??????? Discussion Questions and Exercises
??????? References
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4.??? BASIC TOOLS FOR PROCESS DESIGN
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??????? 4.1????? Process Flow Analysis
?????????????????? 4.1.1???? General Process Charts
?????????????????? 4.1.2???? Process Flow Diagrams
?????????????????? 4.1.3???? Process Activity Charts
?????????????????? 4.1.4???? Flowcharts
?????????????????? 4.1.5???? Service System Maps
??????? 4.2????? Workflow Design Principles and Tools
?????????????????? 4.2.1???? Establish a Product Orientation in the Process
?????????????????? 4.2.2???? Eliminate Buffers
?????????????????? 4.2.3???? Establish One-at-a-Time Processing????????????
?????????????????? 4.2.4???? Balance the Flow to the Bottleneck
?????????????????? 4.2.5???? Minimize Sequential Processing and Handoffs
?????????????????? 4.2.6???? Establish an Efficient Processing of Work
?????????????????? 4.2.7???? Minimize Multiple Paths through Operations
??????? 4.3????? Additional Diagramming Tools
??????? 4.4????? From Theory to Practice: Designing an Order Picking Process
??????? 4.5????? Summary
??????? Discussion Questions and Exercises
??????? References
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5.??? MANAGING PROCESS FLOWS
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??????? 5.1????? Business Processes and Flows
?????????????????? 5.1.1???? Throughput Rate
?????????????????? 5.1.2???? Work-in-process
?????????????????? 5.1.3???? Cycle Time
?????????????????? 5.1.4???? Little’s Law
??????? 5.2????? Cycle Time and Capacity Analysis
?????????????????? 5.2.1???? Cycle Time Analysis
??????????????????????????????? 5.2.1.1?? Rework
??????????????????????????????? 5.2.1.2?? Multiple Paths
??????????????????????????????? 5.2.1.3?? Parallel Activities
?????????????????? 5.2.2???? Capacity Analysis
??????????????????????????????? 5.2.2.1?? Rework
??????????????????????????????? 5.2.2.2?? Multiple Paths
??????????????????????????????? 5.2.2.3?? Parallel Activities
??????? 5.3????? Managing Cycle Time and Capacity
?????????????????? 5.3.1???? Cycle Time Reduction
?????????????????? 5.3.2???? Increasing Process Capacity
??????? 5.4????? Theory of Constraints
?????????????????? 5.4.1???? Drum-Buffer-Rope Systems
??????? 5.5????? Summary
??????? Discussion Questions and Exercises
??????? References
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6.??? INTRODUCTION TO QUEUING MODELING
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??????? 6.1????? Queuing Systems, the Basic Queuing Process and Queuing Strategies
?????????????????? 6.1.1???? The Basic Queuing Process
?????????????????? 6.1.2???? Strategies for Mitigating the Effects of Long Queues
??????? 6.2????? Analytical Queuing Models
?????????????????? 6.2.1???? The Exponential Distribution and its Role in Queuing Theory
?????????????????? 6.2.2???? Terminology, Notation and Little’s Law Revisited
?????????????????? 6.2.3???? Birth and Death Processes
?????????????????? 6.2.4???? The M/M/1 Model
?????????????????? 6.2.5???? The M/M/c Model
?????????????????? 6.2.6???? The M/M/c/K Model
?????????????????? 6.2.7???? The M/M/c/￥/N Model
?????????????????? 6.2.8???? Queuing Theory and Process Design
??????? 6.3????? Summary
??????? Appendix 6A: Mathematical Derivations and Models with Generally Distributed Service Times
??????? 6A.1?? Mathematical Derivations of Key Results
?????????????????? 6A.1.1? The exponential distribution
?????????????????? 6A.1.2? Birth-and-death processes
?????????????????? 6A.1.3? The M/M/1 Model
??????? 6A.2?? Queuing Models with Generally Distributed Service Times
?????????????????? 6A.2.1 The M/G/1 queuing model
?????????????????? 6A.2.2 The M/G/￥ queuing model
??????? Discussion Questions and Exercises
??????? References
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7.??? INTRODUCTION TO SIMULATION
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??????? 7.1????? Simulation Models
??????? 7.2????? Discrete Event Simulation
??????? 7.3????? Getting Started in Simulation Modeling
7.4????? An Illustrative Example
??????? 7.5????? Spreadsheet Simulation of a Process
??????? 7.6????? Successful Simulation in Practice
7.7????? When not to Simulate
??????? 7.8????? Summary
??????? Discussion Questions and Exercises
??????? References
???????
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8.??? MODELING AND SIMULATING BUSINESS PROCESSES WITH ExtendSim
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??????? 8.1????? Developing a Simulation Model ? Principles and Concepts
?????????????????? 8.1.1???? Model Verification
?????????????????? 8.1.2???? Model Validation
??????? 8.2????? ExtendSim Elements
??????? 8.3????? ExtendSim Tutorial: A Basic Queuing Model
??????? 8.4????? Basic Data Collection and Statistical Analysis
??????? 8.5????? Adding Randomness to Processing Times and the use of Attributes
??????? 8.6????? Adding a Second Underwriting Team
??????? 8.7????? Modeling Resources and Resource Pools
??????? 8.8????? Customizing the Animation
??????? 8.9????? Calculating Activity Based Costs
??????? 8.10??? Cycle Time Analysis
??????? 8.11??? Modeling Advanced Queuing Features
?????????????????? 8.11.1??? Blocking
?????????????????? 8.11.2??? Balking
?????????????????? 8.11.3??? Reneging
?????????????????? 8.11.4??? Priorities and Priority Queues
??????? 8.12??? Modeling Routing in Multiple Paths and Parallel Paths
?????????????????? 8.12.1??? Multiple Paths
?????????????????? 8.12.2??? Parallel Paths
??????? 8.13??? Model Documentation and Enhancements
??????? 8.14??? Summary
??????? Discussion Questions and Exercises
??????? References
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9.??? INPUT AND OUTPUT DATA ANALYSIS
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??????? 9.1????? Dealing with Randomness
??????? 9.2????? Characterizing Probability Distributions of Field Data
?????????????????? 9.2.1???? Goodness-of-Fit Tests
?????????????????? 9.2.2???? Using Stat::Fit for Distribution Fitting
?????????????????? 9.2.3???? Choosing a Distribution in the Absence of Sample Data
??????? 9.3????? Random Number Generators
?????????????????? 9.3.1???? The Runs Test
??????? 9.4????? Generation of Random Variates
??????? 9.5????? Analysis of Simulation Output Data
?????????????????? 9.5.1???? Nonterminating Processes
?????????????????? 9.5.2???? Terminating Processes
?????????????????? 9.5.3???? Confidence Intervals
?????????????????? 9.5.4???? Sample Size Calculation
?????????????????? 9.5.5???? Comparing Output Variables for Different Process Designs
??????? 9.6????? Modeling and Analysis of Process Design Cases
?????????????????? 9.6.1???? Process Design of a Call Center for Software Support
?????????????????? 9.6.2???? Design of a Hospital Admissions Process
??????? 9.7????? Summary
??????? 9.8????? Training cases
?????????????????? 9.8.1 CASE 1: IMPROVING THE X-RAY PROCESS AT COUNTY HOSPITAL
?????????????????? 9.8.2 CASE 2: PROCESS MODELING AND ANALYSIS IN AN ASSEMBLY FACTORY
?????????????????? 9.8.3 CASE 3: REDESIGN OF A CREDIT APPLICATIONS PROCESS
?????????????????? 9.8.4 CASE 4: REDISIGNING THE ADOPTION PROCESS IN A HUMANE SOCIETY
?????????????????? 9.8.5 CASE 5: PERFORMANCE ANALYSIS AND IMPROVEMENT OF AN INTERNET ORDERING PROCESS
??????? Appendix 9A: Hypothesis Testing, Confidence Intervals, and Statistical Tables
??????? 9A.1?? Goodness-of-Fit Tests
?????????????????? 9A.1.1 The Chi-Square Test
?????????????????? 9A.1.2 The Kolmogorov-Smirnov Test
??????? 9A.2?? Confidence Interval for a Population Proportion
??????? 9A.3?? Hypothesis Testing
??????? 9A.4?? Statistical Tables
??????? Exercises
??????? References
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10.? PRESCRIPTIVE ANALYTICS FOR PROCESS PERFORMANCE OPTIMIZATION
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??????? 10.1??? Identifying the Main Drivers of Process Performance
?????????????????? 10.1.1? Factorial Design for Simulation Models
?????????????????? 10.1.2? Illustrative Example of Design of Experiments
??????? 10.2??? Business Process Optimization
??????? 10.3??? The Role of Simulation Optimization in Business Process Management
??????? 104???? Simulation-Optimization with ExtendSim
?????????????????? 10.4.1? Tutorial: Process Optimization with ExtendSim
?????????????????? 10.4.2? Alternative Optimization Models
??????? 10.5??? Optimization of Process Simulation Models
?????????????????? 10.5.1? Configuring a Hospital Emergency Room Process
?????????????????? 10.5.2? Staffing Levels for a Personal Insurance Claims Process
??????? 10.6??? Summary
??????? Appendix 10A: Evolutionary Computation
??????? Exercises
??????? Simulation-Optimization Projects
?????????????????? Project 1: Emergency Room Staffing
?????????????????? Project 2: Call Center Configuration
?????????????????? Project 3: Loan Application Process
?????????????????? Project 4: Process with Multiple Job Types and Deadlines
??????? References
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11.? BUSINESS PROCESS ANALYTICS
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??????? 11.1??? Competing on Analytics
??????? 11.2??? Business Process Management Systems
?????????????????? 11.2.1? Business Rules
?????????????????? 11.2.2? Monitor and Control
?????????????????? 11.2.3? Process Mining
??????? 11.3??? Machine Learning
?????????????????? 11.3.1? Support Vector Machines
?????????????????? 11.3.2? k-Nearest Neighbor Classifier
?????????????????? 11.3.3? Neural Networks
?????????????????? 11.3.4? Classification Problems in Business Processes
??????? Discussion Questions and Exercises
??????? References
