"This book is fully revised and updated! Its goal is still to give readers practical insight into how they can create a coherent business process improvement system. Author Bjorn Andersen works from the premise that consistently working on improving various aspects of how things are done, large and small, is the key to success for any organization." "The first half of the book presents an overall business process improvement model, with the ensuing chapters dealing with topics of understanding and modeling your current business processes, using performance measurement in improvement work, creating a business process improvement road map, and organizing for improvement work. The second half of the book presents the overall toolbox, followed by one chapter for each phase of the overall improvement model. For each of these phases, a selection of suitable tools is presented with background, steps for how to use them, and an example of their use. The final two chapters contain two more extensive case studies illustrating the use of the full methodology. And finally, a number of templates that support most of the tools presented can be found at the very end of the book." "This book is suitable for employees and managers at any organizational level in any type of industry, including service, manufacturing, and the public sector. It should also be useful as a textbook for students in courses relating to quality management and continuous improvement."--BOOK JACKET. Distributed by Syndetic Solutions, Inc.

Bjorn Andersen is a professor in the Department of Production and Quality Engineering at the Norwegian University of Science and Technology (NTNU). Distributed by Syndetic Solutions, Inc.