- Cover
- Title Page
- Contents
- Preface
- chapter 1 Introduction to Business Process Design
- chapter 2 Process Management and Process-Oriented Improvement Programs
- chapter 3 A Simulation-Based Framework for Business Processes Design Projects
- 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
- 3.5 Step 5: Acquiring Process Understanding
- 3.6 Step 6: Creative Process Design
- 3.7 Step 7: Process Modeling and Simulation
- 3.8 Step 8: Implementation of the New Process Design
- 3.9 Summary
- 3.10 References
- 3.11 Discussion Questions and Exercises
- chapter 4 Basic Tools for Process Design
- 4.1 Process Flow Analysis
- 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 System for Processing 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
- 4.6 References
- 4.7 Discussion Questions and Exercises
- chapter 5 Managing Process Flows
- chapter 6 Introduction to Queuing and Simulation
- chapter 7 Introduction to Extend
- 7.1 Extend Elements
- 7.2 Extend Tutorial: Basic Queuing Model
- 7.3 Basic Data Collection and Statistical Analysis
- 7.4 Adding Randomness to Processing Times
- 7.5 Adding a Second Underwriting Team
- 7.6 Adding a Labor Pool
- 7.7 Customizing the Animation
- 7.8 Calculating Costs and Using the Flowchart View
- 7.9 Summary
- 7.10 References
- 7.11 Discussion Questions and Exercises
- chapter 8 Modeling and Simulating Business Processes
- 8.1 General Modeling Concepts
- 8.2 Items and Values
- 8.3 Queuing
- 8.4 Routing
- 8.5 Processing Time
- 8.6 Batching
- 8.7 Resources
- 8.8 Activity-Based Costing
- 8.9 Cycle Time Analysis
- 8.10 Model Documentation and Enhancements
- 8.11 Process Design Case: Software Support
- 8.12 Process Design Case: Hospital Admissions
- 8.13 Summary
- 8.14 References
- 8.15 Discussion Questions and Exercises
- 8.16 Modeling, Simulation, and Design Projects
- chapter 9 Input and Output Data Analysis
- chapter 10 Optimizing Business Process Performance
- chapter 11 Process Benchmarking with Data Envelopment Analysis
- Appendix
- Index
- Copyright
Appendix
Statistical Tables
Chi-Square Distribution Table
Normal Distribution Table
Student t Distribution Table
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