内容简介

■ 什么是业务流程重组？ ■ 从其他改进管理的理念中能学到些什么？ ■ 是什么原理在控制着产品和服务流程的设计过程？ ■ 企业应该怎样实施业务流程的设计过程？ ■ 企业怎样才能保证业务流程重组的效益得以实现？ 本书对上述问题及其他有关问题作了清楚而确切的解释.对于那些接受短期培训的管理者、MBA，以及想迅速了解这一问题核心内容的教师和学生来说，都不失为价值的参考书。它还可以作为管理人员的藏书，以及那些有抱负的管理人员完善自己知识和技能的参考资料。

目录

  Part 1: Business Process Re-engineering 1 1 What is Business Process Re-engineering? 3    The traditional organization 5    Business Process Re-engineering - just the latest    management fad? l3    Summary 2l    References 23  2 The imperative to re-engineer business processes 25    The new market-place - the war zone 26    The public sector 30    Economics 32    The rise of quality 34    The IT'' black hole'' 35    Deciding on BPR 38    Summary 41    References 42    Part 2: Underlying principles 45  3 Product and service delivery processes 47    The service task 47    New product development 58    Components of an organization 6l    Lead time 64    Capacity management 65    Inventory management 67    Quality management 7l    Performance measurement 75    Managing the front office 80    Managing the back office in a manufacturing firm 84    Managing the back office in a service firm 9l    An overaII process design 94    Summary 95    References 96  4 Organizing people: new organizational blueprints 99    Culture 10l    Organization - teams 104    Organization - functions ll0    Empowerment lll    Behaviour, skills and development 113    Recruitment and selection l15    Pay and rewards 116    Training and development 1l7    Making the most of peopl: the learning organization 119    Summary 120    References 12l  5 Exploiting information technology 123    Information as a factor of production l25    ArtificiaI intelligence 129    Communications 132    Multimedia l40    Virtual reality 141    Workflow automation l41    Issues surrounding IT 146    Summary of key points 149    References 15l    Part 3: Making it happen 153  6 Redesigning processes 155    Process redesign - doing it 16l    Where to start 164    Understand existing process 169    Stationery requests - an example 174    Systematic redesign - of an existing process 180    Clean sheet - designing a new process 194    Summary 197    References 200  7 Realizing the benefits: managing change 203    Create the environment 205    Ana