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Mapping Workflows and Managing Knowledge by John L. Kmetz

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Chapter 4

WFMA Data Collection and Analysis

Introduction

This chapter discusses application of WFMA to the measurement of workflow properties after the completion and validation of a workflow map, and is the second of two “nuts and bolts” chapters on WFMA. Obviously, the most common measures of interest are process characteristics like cost, time consumption, error rates and locations, and similar things, usually with the objective of performance improvement. The general approach to data collection and the use of business metrics in this chapter will be familiar to those who have previous exposure to approaches such as DMAIC (define, measure, analyze, improve, control), including Six Sigma programs and other quality and performance-improvement ...

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