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| List of Illustrations | |
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| Preface | |
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| Introduction to Administrative Business Process Improvement | |
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| Overview | |
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| BPI Approaches | |
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| Continuous Improvement | |
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| Documenting, Analyzing, and Designing Improved Administrative Business Processes | |
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| Organizational Change Management | |
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| The Role of Information Technology in Administrative Business Process Improvement | |
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| Organization of This Book | |
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| Intended Audience | |
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| Typical Business Processes | |
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| Phase I--Organization: Organizing for Process Improvement | |
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| Introduction | |
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| Business Process Improvement Project Management Team | |
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| Project Leader | |
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| Process Improvement Team (PIT)--Project Team | |
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| Contact Groups | |
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| Project Plan | |
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| Planning and Monitoring Techniques | |
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| Conditions for the Successful Completion of the Project (Summary) | |
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| Phase II--Documentation: Selecting a Documentation Approach | |
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| Introduction | |
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| Documenting the Process | |
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| Define the Objectives for Documenting the Processes | |
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| Documentation Factors | |
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| The Level of Detail of the Documentation | |
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| A Few Practical Suggestions | |
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| Criteria for Selecting Documentation Techniques | |
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| Characteristics of Documentation Techniques | |
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| Discussion of Selected Documentation Techniques | |
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| Developing a Set of Documentation Techniques | |
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| Phase III--Analysis: Defining Improvement Opportunities | |
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| Introduction | |
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| The Causes of Flaws in Administrative Business Processes | |
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| The Effectiveness of Information Management | |
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| The Effectiveness and Efficiency of Data Files | |
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| The Analysis of On-Time Completion and Cycle Time | |
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| The Relationship of Activities and Functions to the to the Administrative Organization | |
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| The Routing of Administrative Business Processes | |
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| Determining the Accuracy and Thoroughness of the Data Processing Operations | |
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| The Efficiency (Productivity) of the Administrative Business Processes | |
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| Taking Advantage of the Opportunities for Standardization | |
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| Detecting Duplicates and Superfluous Procedures and Activities | |
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| The Effectiveness and Efficiency of Applied Enablers | |
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| Analysis of Administrative Business Processes: Practical Suggestions | |
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| Phase IV--Design: Designing Administrative Business Processes | |
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| Introduction | |
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| Methods, Techniques, and Documentation in Designing Administrative Business Processes | |
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| Activity 1: Determining the Organizational Starting Point | |
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| Activity 2: Specify the Application of Information | |
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| Activity 3: Design the Logical Structure | |
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| Activity 4: Design the Physical Structure | |
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| Making Changes to Administrative Business Processes | |
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| Administrative Business Process Design and System Development | |
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| Phase V--Implementation: Implementing the Future-State Solution and Measuring Its Impact | |
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| Introduction | |
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| Activity 1: Form the Future-State Solution Implementation Team | |
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| Activity 2: Develop the Implementation Plan | |
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| Activity 3: Implement the First 90-Day Plan | |
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| Activity 4: Implement the Long-Term Improvements | |
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| Activity 5: Measure and Report Improvement Results | |
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| Activity 6: Hold Periodic Reviews | |
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| Activity 7: Compare Results to Goals | |
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| Activity 8: Reward Team Members | |
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| Summary | |
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| Phase VI--Management: Managing the Administrative Organization | |
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| Introduction | |
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| Project Documentation | |
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| Documentation of the Administrative Organization | |
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| Content and Layout of the Administrative Organization Manual | |
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| Computerizing the Administrative Organization Manual | |
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| Responsibility for the Administrative Organization | |
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| Organizational Structure Diagram | |
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| Administrative Business Processes Principles Diagram | |