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By Stephen Page, MBA, PMP, CSQE

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Sample text

There are two excellent books by H. James Hamngton (1991) and Robert Damelio (1996) that provide step-by-step instructions for diagraming a business process. The Damelio book is very good and if you have a choice between the two books, I would recommend this book first. H. James Harrington's book is another good choice because it provides worthwhile supplemental material about business processes. WRlTlNG FORMAT A writing format is a method of expressing words in an outline format. All policies and procedures should use the same format or template.

Using a pictorial flow of activities, it becomes an easier task to identifj opportunities for improvement and measurements. When time, cycle time, and cost information are added to these process flows during the improvement phase, it becomes possible to do a cost benefit analysis to determine the length of time it takes to do the steps, the duration between steps, and what it will cost to perform each task. Flow charts do an excellent job highlighting cofising business processes and procedures; this point becomes obvious when the cross-functional team is forced continually to redraw the flow chart to get it right.

Cross-Functional Teams, Jossey-Bass Publishers, San Francisco, California, 1994. , Team Players and Teamwork, Jossey-Bass Publishers, San Francisco, California. 1990. Pasmore, William A,. , New York, New York, 1994. Peters, Tom, The Circle oflnnovation, Alfred A. Knopf, New York, New York, 1997. Poirier, Charles, C. , Business Partnenng for Continuous Improvement, Berrett-Koehler Publications, San Francisco, California, 1993. , Roget 's 21" Century Thesaurus, Delta Tradebacks, New York, Nav York, 1999.

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