This paper describes the steps taken by a major commercial bank in the USA to redesign a critical function within its check‐processing operation. Animated simulation models of the current and new process were developed to understand the relationship between process parameters, waiting times,...

The focus on reengineering in the early 1990s, and the more recent emphasis on process management and change management have increased both practitioners and researchers interest in the issues of measuring processes. The contradictory results of process change projects reported in the literature...

Statistical process control (SPC) is a powerful technique for improving process quality by systematically eliminating special or assignable causes of variation. SPC is not a simple and automatic task. The successful application of SPC requires many skills such as engineering, management,...

The multiple organizational factors impacting on a merger as well as those processes being impacted on throughout the merger process will be examined. First, the issue of constant and lucid communication and its importance throughout the merger and acquisition (M&A) process will be addressed....

Process‐focused improvement groups form the change dynamic in two world‐class paradigms of change management – TQM and BPR. This paper outlines a research project that implemented and studied three occurrences of asynchronous groupware supported process improvement groups in a New Zealand...

Efficient consumer response (ECR) is a supply chain management strategy which attempts to address the inefficiencies that have led to excessive inventory and unnecessary costs at all levels within the grocery industry supply chain. Although originating in the USA, ECR has also attracted...

Industrial experiments have shown an unprecedented success for improving the product and process quality in many manufacturing organisations. This paper provides some useful and practical tips to industrial engineers with limited knowledge in experimental design (ED) for making industrial...

Design of experiments is one of the many problem‐solving quality tools that can be used for various investigations such as finding the significant factors in a process, the effect of each factor on the outcome, the variance in the process, troubleshooting the machine problems, screening the...

For non‐normal Pearsonian processes, Clements proposed a method for calculating estimators of the two basic process capability indices C p and C pk . Pearn and Kotz applied Clements’ method to obtain estimators for the other two more advanced process capability indices C pm and C pmk . Their...

Process capability studies are of great use to the quality practitioner, but quite often, processes with excellent capability indices have a high percentage of nonconformance. One of the major reasons for this is that the studies do not take the variation in the raw materials into account. For...