Metrics-Based Process Mapping: Identifying and Eliminating Waste in Office and Service Processes Paperback – 28 Nov 2012
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About the Author
Karen Martin has been building, managing, and improving operations for more than 20 years. As principal consultant for Karen Martin & Associates, LLC, she is a recognized thought leader in applying Lean thinking and the psychology of change to office, service, and knowledge work environments. Karen and her team provide transformation support to Fortune 100 companies, as well as small businesses, government agencies, nonprofits, and start-ups in diverse industries, such as construction, energy, financial services, government, healthcare, and manufacturing.
She is the author of The Outstanding Organization (McGraw-Hill, 2012) and coauthor of The Kaizen Event Planner (CRC Press, 2007) an instructor for the University of California, San Diego’s Lean Enterprise program, and an industry advisor to the University of San Diego’s Industrial and Systems Engineering program. For more information, visit www.ksmartin.com.
Mike Osterling provides support and leadership to manufacturing and non-manufacturing organizations on their Lean Transformation Journey. In a continuous improvement leadership role for six years, Mike played a key role in Square D Company’s Lean transformation in the 1990s. His clients include small and large companies in manufacturing, construction, energy, and medical, as well as public agencies.
Mike led the development of the Lean Enterprise Certificate Program at San Diego State University and has taught in the program since 1999. He is also an instructor at the University of California, San Diego, is a Certified Trainer for the Implementation of Lean Manufacturing, a Six Sigma Black Belt, and is fluent in Spanish. He also coauthored The Kaizen Event Planner (CRC Press, 2007). For more information, visit www.mosterling.com.
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Most Helpful Customer Reviews on Amazon.com (beta)
I think this is a powerful tool, specially because it helps you bring information about the process, easy enough and relevant enough, to focus efforts and resources to improve it. The sessions I have facilitated with this methodology have understood how this work with minimal guidance once we got started with positive results and feedback. Upper management seems to like it, once they are explained how this works, it eliminates the classical concern of "Lean is too complicated for my guys, they will get lost in the concept"
This is a book I insist my team to read and apply. I have it 4 start because I don't think it's worth 100 USD. I understand it comes with a CD with excel files with macros to document your MBPM files. If you compare what software you can get for 100 USD vs a excel file with macros just for documenting purposes, I think that part it not worth it.
In summary, the content is worth it, the CD is not. Both combine is definitely not worth it 100 USD. The book is 95 pages, big letters half of it is about how to use the excel file that comes with the book.
As someone who has been mapping using this technique since 2008, I discovered new learnings while reading this book and Karen and Mike do a great job breaking down both the "why?" and "how?" I would highly recommend this book to every single process improvement professional and it should be a must read prior to any Value Stream or MBPM event!