Process Exilency Hand Book




Table of Contents

What This Handbook Is About 3

Introduction: Process Excellence Principles 4

Principle 1: Process Outcomes Create Value 8

Principle 2: Target High-Value Processes 20

Principle 3: Innovate, Don’t Duplicate 29

Principle 4: Excellent Processes Need Excellent Owners 64

Principle 5: You Get What You Measure 74


• Appendix I: The Business Integration Methodology and Process 87
  Excellence Principles

• Appendix II: The Process Maturity Model 89

• Appendix III: Glossary of Process Terms and Techniques 92

Acknowledgments 100

What This Handbook Is About

“Processes are the key organizational theme for companies in the 21st century. Excellence in processes is what’s going to distinguish successful organizations from the also-rans. And capability at helping companies achieve Process Excellence is what’s going to distinguish leading consulting companies from those sweeping up after the elephants.”

Dr. Michael Hammer at the Andersen Consulting Global Consulting Seminar, 1997

This handbook is about helping organizations achieve Process Excellence. It is designed to be used by process professionals who help clients make the transition from traditional, functional approaches to a process-centered approach to work. The handbook provides a framework — the Process Excellence Principles — for developing and implementing innovative processes that set organizations apart in the marketplace.

Mind-Set, Not Methodology

The principles are not step-by-step instructions. They represent a mind-set that works across methodologies, tools, industries and core business processes. This mind-set will help process professionals make the kind of decisions in their work that will lead to superior processes and Process Excellence.

The Process Excellence Principles provide a common language and foundation for all of Andersen Consulting’s process professionals....