Madison explains the evolution of work management styles, from traditional to process-focused, and introduces the tools of process mapping, the roles and responsibilities of everyone in the organization, and a logical ten-step redesign methodology. Thirty-eight design principles allow readers to custom-fit the methodology to the particular challenges within their own organizations. Additional chapters by guest writers Jerry Talley, Ph.D., and Vic Walling, Ph.D., discuss cross-department process management and using computer simulation in redesign, respectively. Inside you’ll find detailed, illustrated discussions about:* The importance of process* Process mapping* Key stakeholders’ roles and responsibilities* The ten-step process redesign methodology* Process improvement and creating the process team* The four lenses of analysis* Customer report cards, benchmarking, and best practices* Process redesign case studies* Design principles for process redesign* Barriers to process redesign* Becoming a process-focused organization* Building cross-department process management* Using information technology in process management

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