Cover Page -- Title Page -- Copyright Page -- Dedication -- Contents -- Chapter 1: The Roadmap: Learning How to Navigate -- Can You Do It? -- The Journey -- The Ten Simple Steps to Business Process Improvement -- Step 1: Develop the Process Inventory -- Step 2: Establish the Foundation -- Step 3: Draw the Process Map -- Step 4: Estimate Time and Cost -- Step 5: Verify the Process Map -- Step 6: Apply Improvement Techniques -- Step 7: Create Internal Controls, Tools, and Metrics -- Step 8: Test and Rework -- Step 9: Implement the Change -- Step 10: Drive Continuous Improvement -- The Executive Summary -- Case Study -- Chapter Summary -- Chapter 2: Step 1: Develop the Process Inventory: Identifying and Prioritizing the Process List -- The Process Inventory -- Process Prioritization -- Developing Criteria -- Scale -- Applying Weighting -- Chapter Summary: Step -- Time Estimate -- Build the Business Process Inventory -- Sponsor Meeting -- Establish Categories, Criteria, Scale, Weighting -- Complete the Process Prioritization Table -- A Second Sponsor Meeting -- What You Have Achieved -- Chapter 3: Step 2: Establish the Foundation: Avoiding Scope Creep -- The Eight Sections of the Scope Definition Document -- Section 1: Process Name -- Section 2: Process Owner -- Section 3: Description: -- Section 4: Scope -- Section 5: Process Responsibilities -- Section 6: Client and Client Needs -- Section 7: Key Stakeholders and Interests -- Section 8: Measurements of Success -- Chapter Summary: Step -- Time Estimate -- First Project Team Meeting -- Sponsor Meeting -- What You Have Achieved -- Chapter 4: Step 3: Draw the Process Map: Flowcharting and Documenting -- Process Map Overview -- Drawing the Process Map -- Box -- Box -- Box -- Boxes 4-7 -- The Cross-Functional Process Map -- Continuing the Work from Meeting to Meeting -- Documenting the Process.

Chapter Summary: Step -- Time Estimate -- Second Project Team Meeting -- Postmeeting Work -- Follow-on Project Team Meetings -- What You Have Achieved -- Chapter 5: Steps 4-5: Estimate Time and Cost and Verify the Process Map: Introducing the Process and Cycle Time and Gaining Buy-In -- Business Process Timing -- Process Time -- Cycle Time -- Process Cost -- People Costs -- Tool Costs -- Overhead Costs -- Putting It All Together -- Alternative Cuts of the Data -- Analyzing the Cost Estimate Columns -- Verify the Process Map -- Process Workers -- Stakeholders -- Sponsor -- Chapter Summary: Steps 4-5 -- Time Estimate -- Project Team Meeting -- Postmeeting Work -- Sponsor Meeting -- Verify the Process Map -- Postvalidation Work -- What You Have Achieved -- Chapter 6: Step 6: Apply Improvement Techniques: Challenging Everything -- Eliminate Bureaucracy -- Value Added -- Eliminate Duplication -- Simplification -- Reduce Cycle Time -- Automation -- Chapter Summary: Step 6 -- Time Estimate -- Project Team Meeting -- Postmeeting Work -- What You Have Achieved -- Chapter 7: Step 7: Create Internal Controls, Tools, and Metrics: Making It Real -- Internal Controls -- Tools -- Job Aids -- Custom Email Forms -- Excel Tools -- Metrics -- Chapter Summary: Step 7 -- Time Estimate -- Project Team Meeting -- Postmeeting Work -- Project Team Meeting -- What You Have Achieved -- Chapter 8: Step 8: Test and Rework: Making Sure It Works -- The Five Steps to Testing the Business Process -- Step 1: Create the Test Plan -- Step 2: Develop the Scenarios -- Step 3: Implement the Test Plan -- Step 4: Summarize Feedback and Rework -- Step 5: Retest -- Chapter Summary: Step -- Time Estimate -- Create the Test Plan -- Write Test Scenarios -- Implement the Test Plan and Rework -- What You Have Achieved -- Chapter 9: Step 9: Implement the Change: Preparing the Organization.

The Implementation Plan -- Overview of the Three Phases of the Implementation Plan -- The Design Phase -- The Development Phase -- The Implementation Phase -- The Four Tracks in the Implementation Phase -- Change Management Track (Impact Analysis) -- Testing Track -- Communications Track (Communication Plan) -- Training Track (Training Plan) -- Chapter Summary: Step -- Time Estimate -- Develop the Implementation Plan -- Develop the Impact Analysis -- Develop the Communication Plan -- Develop the Training Plan -- Gain Sponsor Buy-in -- What You Have Achieved -- Chapter 10: Step 10: Drive Continuous Improvement: Embracing the New Mindset -- The Continuous Improvement Cycle -- Evaluate -- Test -- Assess -- Execute -- Continuous Improvement Plan -- Chapter Summary: Step 10 -- Time Estimate -- Develop the Continuous Improvement Plan and Schedule -- Gain Sponsor Buy-in -- Test, Assess, Execute -- What You Have Achieved -- Chapter 11: Create the Executive Summary: Getting the Recognition -- The Six Sections of the Executive Summary -- Section 1: Project Focus -- Section 2: Goals -- Section 3: Summary -- Section 4: Key Findings -- Section 5: Deliverables -- Section 6: Appendix -- Chapter Summary -- Time Estimate -- Create Analytical Tables -- Write the Executive Summary -- What You Have Achieved -- Chapter 12: Case Study: Sharing a Real-World Example -- Background -- Step 1: Develop the Process Inventory -- Step 2: Establish the Foundation -- Step 3: Draw the Process Map -- Step 4: Estimate Time and Cost -- Process Activities and Process Time -- Annual Volume -- FTE Formula -- Employee Costs -- Step 5: Verify the Process Map -- Step 6: Apply Improvement Techniques -- Benchmarking -- A New Approach -- Step 7: Create Internal Controls, Tools, and Metrics -- Internal Controls -- Tools -- Metrics -- Step 8: Test and Rework -- Step 9: Implement Change.

Communication Track -- Training Track -- Change Management Track -- Step 10: Drive Continuous Improvement -- Chapter Summary -- What You Have Achieved -- Index.