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The Power of Business Process Improvement by Susan PAGE

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CHAPTER 6Step 6: Apply ImprovementTechniques

Challenging Everything

On the basis of his prioritization results, Kendall Smith, the banking vice president from Chapter 2, picked the process he wanted to start with. First, I helped him develop the scope definition document on the training process for newly hired employees; then we created the process map, including the time estimates. We validated the process map and set our improvement target as a 50 percent reduction in cycle time for the course development process.

As a result of drawing the process map for your current business process in step 3, you saw how the process works; then in step 4, you identified how long the process takes and how much it costs. Now we look at how to make the process ...

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