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| Preface | |
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| Introduction to Business Process Design | |
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| What Is a Business Process? | |
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| Process Types and Hierarchies | |
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| Determinants of the Process Architecture | |
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| Inputs and Outputs | |
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| Flow Units | |
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| Network of Activities and Buffers | |
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| Resources | |
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| Information Structure | |
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| Workflow Management Systems | |
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| Essence of Business Process Design | |
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| Incremental Process Improvement and Process Design | |
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| Illustrative Example | |
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| Business Process Design, Overall Business Performance, and Strategy | |
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| Business Process Design and Overall Business Performance | |
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| Business Process Design and Strategy | |
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| Why Do Inefficient and Ineffective Business Processes Exist? | |
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| Summary | |
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| Discussion Questions and Exercises | |
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| References | |
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| Process Management and Process-Oriented Improvement Programs | |
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| Process Management and the Power of Adopting a Process View | |
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| Phase I: Initialization | |
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| Process Ownership | |
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| Analyzing Process Boundaries and Interfaces | |
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| Phase II: Definition | |
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| Phase III: Control | |
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| Establishing Control Points | |
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| Developing and Implementing Measurements | |
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| Feedback and Control | |
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| Illustrative Example: Managing a Document Distribution Process | |
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| Assign Process Ownership | |
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| Analyze Boundaries and Interfaces | |
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| Define the Process | |
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| Establish Control Points | |
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| Develop and Implement Measures | |
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| Perform Feedback and Control | |
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| Summary and Final Remarks | |
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| Six Sigma Quality Programs | |
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| Six Sigma Definitions | |
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| Six Sigma Cost and Revenue Rationale | |
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| Cost or Efficiency Rationale | |
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| Revenue or Effectiveness Rationale | |
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| Six Sigma in Product and Process Design | |
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| Six Sigma Framework | |
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| Top-Management Commitment | |
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| Stakeholder Involvement | |
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| Training | |
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| Measurement System | |
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| Improvement Methodology | |
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| Concluding Remarks: Key Reasons for the Success of Six Sigma | |
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| Business Process Reengineering | |
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| Reengineering and Its Relationship with Other Earlier Programs | |
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| Brief History of Reengineering | |
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| When Should a Process Be Reengineered? | |
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| What Should Be Reengineered? | |
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| Dysfunction | |
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| Importance | |
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| Feasibility | |
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| Suggested Reengineering Frameworks | |
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| Revolutionary versus Evolutionary Change | |
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| Summary | |
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| Discussion Questions and Exercises | |
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| References | |
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| Framework for Business Process-Design Projects | |
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| Step 1: Case for Action and Vision Statements | |
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| Step 2: Process Identification and Selection | |
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| Step 3: Obtaining Management Commitment | |
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| Step 4: Evaluation of Design Enablers | |
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| Example: Internet-Enabling Change at Chase Manhattan Bank | |
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| Example: New Technology as a Change Enabler in the Grocery Industry | |
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| Step 5: Acquiring Process Understanding | |
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| Understanding the Existing Process | |
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| Understanding the Customer | |
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| Step 6: Creative Process Design | |
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| Benchmarking | |
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| Design Principles | |
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| Step 7: Process Modeling and Simulation | |
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| Step 8: Implementation of the New Process Design | |
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| Summary | |
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| Discussion Questions and Exercises | |
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| References | |
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| Basic Tools for Process Design | |
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| Process Flow Analysis | |
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| General Process Charts | |
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| Process Flow Diagrams | |
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| Process Activity Charts | |
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| Flowcharts | |
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| Service System Maps | |
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| Workflow Design Principles and Tools | |
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| Establish a Product Orientation in the Process | |
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| Eliminate Buffers | |
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| Establish One-at-a-Time Processing | |
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| Balance the Flow to the Bottleneck | |
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| Minimize Sequential Processing and Handoffs | |
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| Establish an Efficient System for Processing of Work | |
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| Minimize Multiple Paths through Operations | |
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| Additional Diagramming Tools | |
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| From Theory to Practice: Designing an Order-Picking Process | |
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| Summary | |
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| Discussion Questions and Exercises | |
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| References | |
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| Managing Process Flows | |
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| Business Processes and Flows | |
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| Throughput Rate | |
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| Work-in-Process | |
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| Cycle Time | |
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| Little's Law | |
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| Cycle Time and Capacity Analysis | |
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| Cycle Time Analysis | |
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| Rework | |
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| Multiple Paths | |
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| Parallel Activities | |
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| Capacity Analysis | |
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| Rework | |
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| Multiple Paths | |
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| Parallel Activities | |
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| Managing Cycle Time and Capacity | |
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| Cycle Time Reduction | |
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| Increasing Process Capacity | |
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| Theory of Constraints | |
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| Drum-Buffer-Rope Systems | |
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| Summary | |
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| Discussion Questions and Exercises | |
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| References | |
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| Introduction to Queuing Modeling | |
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| The Basic Queuing Process, Queuing Systems, and Queuing Strategies | |
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| The Basic Queuing Process | |
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| Calling Population | |
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| Arrival Process | |
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| Queue Configuration | |
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| Queue Discipline | |
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| Service Mechanism | |
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| Strategies for Mitigating the Effects of Long Queues | |
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| Analytical Queuing Models | |
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| The Exponential Distribution and Its Role in Queuing Theory | |
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| The Exponential Distribution, The Poisson Distribution, and The Poisson Process | |
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| Terminology, Notation, and Little's Law Revisited | |
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| Birth-and-Death Processes | |
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| The M/M/1 Model | |
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| The M/M/c Model | |
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| The M/M/c/K Model | |
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| The M/M/∞/N Model | |
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| Queuing Theory and Process Design | |
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| Determining WC | |
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| Determining SC | |
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| Decision Model for Designing Queuing Systems | |
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| Summary | |
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| Mathematical Derivations and Models with Generally Distributed Service Times | |
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| Discussion Questions and Exercises | |
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| References | |
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| Introduction to Simulation | |
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| Simulation Models | |
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| Discrete-Event Simulation | |
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| Getting Started in Simulation Modeling | |
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| Illustrative Example | |
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| Spreadsheet Simulation of a Process | |
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| Successful Simulation in Practice | |
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| When Not to Simulate | |
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| Summary | |
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| Discussion Questions and Exercises | |
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| References | |
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| Modeling and Simulating Business Processes with ExtendSim | |
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| Developing a Simulation Model: Principles and Concepts | |
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| Model Verification | |
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| Model Validation | |
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| ExtendSim Elements | |
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| ExtendSim Tutorial: A Basic Queuing Model | |
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| Basic Data Collection and Statistical Analysis | |
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| Adding Randomness to Processing Times and the Use of Attributes | |
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| Adding a Second Underwriting Team | |
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| Modeling Resources and Resource Pools | |
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| Customizing the Animation | |
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| Calculating Activity-Based Costs | |
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| Cycle Time Analysis | |
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| Modeling Advanced Queuing Features | |
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| Blocking | |
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| Balking | |
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| Reneging | |
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| Priorities and Priority Queues | |
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| Modeling Routing in Multiple Paths and Parallel Paths | |
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| Multiple Paths | |
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| Parallel Paths | |
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| Model Documentation and Enhancements | |
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| Summary | |
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| Discussion Questions and Exercises | |
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| References | |
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| Input and Output Data Analysis | |
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| Dealing with Randomness | |
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| Characterizing Probability Distributions of Field Data | |
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| Goodness-of-Fit Tests | |
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| Using Stat::Fit for Distribution Fitting | |
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| Choosing a Distribution in the Absence of Sample Data | |
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| Random Number Generators | |
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| Runs Test | |
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| Generation of Random Variates | |
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| Analysis of Simulation Output Data | |
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| Nonterminating Processes | |
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| Terminating Processes | |
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| Confidence Intervals | |
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| Confidence Interval for a Population Mean | |
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| Sample Size Calculation | |
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| Comparing Output Variables for Different Process Designs | |
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| Modeling and Analysis of Process-Design Cases | |
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| Process Design of a Call Center for Software Support | |
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| Modeling, Analysis, and Recommendations | |
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| Design of a Hospital Admissions Process | |
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| Summary | |
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| Training Cases | |
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| Case 1: Improving the X-Ray Process at County Hospital | |
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| Case 2: Process Modeling and Analysis in an Assembly Factory | |
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| Case 3: Redesign of a Credit Applications Process | |
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| Case 4: Redesigning the Adoption Process in a Humane Society | |
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| Case 5: Performance Analysis and Improvement of an Internet Ordering Process | |
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| Hypothesis Testing, Confidence Intervals, and Statistical Tables | |
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| Exercises | |
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| References | |
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| Optimizing Business Process Performance | |
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| Business Process Optimization | |
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| Role of Simulation-Optimization in Business Process Management | |
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| Simulation-Optimization with ExtendSim | |
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| Tutorial: Process Optimization with ExtendSim | |
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| Alternative Optimization Models | |
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| Optimization of Process Simulation Models | |
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| Configuring a Hospital Emergency Room Process | |
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| Staffing Levels for a Personal Insurance Claims Process | |
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| Summary | |
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| Evolutionary Computation | |
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| References | |
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| Business Process Analytics | |
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| Competing on Analytics | |
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| Business Process Management Systems | |
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| Business Rules | |
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| Data Mining | |
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| Monitor and Control | |
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| Process Mining | |
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| Process Benchmarking | |
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| Graphical Analysis of the Ratio Model | |
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| Efficiency Calculation | |
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| Linear Programming Formulation of the Ratio Model | |
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| Learning from Best-Practice Organizations | |
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| Final Thoughts | |
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| Excel� Add-In for Data Envelopment Analysis | |
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| Discussion Questions and Exercises | |
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| References | |
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| Appendix: Instructions for Downloading ExtendSim Demo or LT | |
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| Index | |