1st Edition
Service Science Analysis and Improvement of Business Processes
List of Figures
List of Tables
Preface
Acknowledgements
1. Service Science
2. The Business Process
3. Defining Value
4. Process Mapping & Analysis
5. Waste Removal
6. Consumption Mapping
7. Adding Value
8. Determining Capacity Levels
9. Modeling Business Process Queues
10. Measuring Business Process Performance
11. Statistical Monitoring of Performance
12. Business Process Improvement
13. Supporting Infrastructure for Process Improvement
14. Business Process Outsourcing
Appendix
Glossary
Supplemental Reading
Index
Biography
John Maleyeff is an educator, practitioner, and researcher who specializes in how organizations analyze, optimize, and improve the delivery of goods and services. He is currently Associate Professor of the Practice at Metropolitan College at Boston University, USA, where he teaches courses in business process analysis, supply chain management, and quality assurance.
