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A Practical Guide to Information Systems Process Improvement
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Table of Contents

Contents INTRODUCTION TO IS PROCESS MANAGEMENT Process Management Benefits of Process Improvement Market Drivers Process Evolution Barriers to Change Process Improvement Tools and Methodologies Key Points to Remember PROCESS FUNDAMENTALS OVERVIEW Process Definition Process Stakeholders Process Characteristics Process Improvement Methodology Overview Key Points to Remember GETTING STARTED Planning Information Systems Strategic Plan Project Goals Understanding the IS Environment Establish the Steering Team Develop the Project Plan Process Training Pitfalls to Avoid Key Points to Remember PROCESS IDENTIFICATION Understand Information Systems Area Identify Information Systems Processes Document Description Identify Benefits Identify Issues Pitfalls to Avoid Key Points to Remember PROCESS SELECTION Analyze Value Prioritize Processes Select Processes Pitfalls to Avoid Key Points to Remember CURRENT STATE PROCESS ASSESSMENT Gather Information Flowchart the Process Analyze the Flowchart Pitfalls to Avoid Key Points to Remember PROCESS PLAN Determine Process Objectives Determine Process Metrics Obtain Baseline Data Benchmark the Process Develop Process Plan Pitfalls to Avoid Key Points to Remember FUTURE STATE PROCESS MAPPING Identify Process Owner Organize Redesign Sessions Develop New Process Validate New Process Develop Process Documentation Pitfalls to Avoid Key Points to Remember IMPLEMENTING PROCESS CHANGES Determine Impact of Technology Determine Impact on People Plan the Implementation Risk Management Implement the New Process Monitor the Process Improve the Process Pitfalls to Avoid Key Points to Remember SUMMARY Methodology Overview Success Criteria Benefits of Process Improvement Key Points to Remember APPENDICES Process Characteristics Checklist Customer Survey Process Evolution Readiness Assessment Project Success Assessment Process Descriptions Process Benefits Possible Process Issues Process Design Components Process Implementation Readiness Assessment Information Systems Environment Checklist INDEX

Reviews

"Cassidy and Guggenberger have done an excellent job of combining process improvement and quality improvement into a straightforward practical guide for information systems professionals to apply to improving the information systems development within an organization. The writing is straightforward and very accessible. This book enables organizations to improve both the quality and performance of information systems."-Dr. James C. Wetherbe, FedEx Professor of Excellence and Director of the Center for Cycle Time Research "I was immediately hooked to this book and could not stop reading. I want to make this into my organizations core belief. I want to learn it and teach it, not just to IT, but for other departments as well. I plan to introduce this to the executive team of my corporation as a way to work through issues together. This book, if correctly applied, will allow us to have the time to do the important things, not just the urgent ones. This is a very comprehensive, practical, methodology that all IT organizations need."-Adrienne Bodor, CIO, Eaton Corporation "This is an outstanding book for real practioners of Information Technology. Many in the industry have given lip service to being process oriented, but few actually effectively implement processes. This well written book is an excellent guide - using real life examples - on how to move from being a skills based organization to being process based."-Dan A. Christian, Vice President / CIO, Graco Inc. "IT departments are last to re-invent themselves - this book helps you change this paradigm! To help lead technology change, IT departments must change, and this book shows you the steps to cause change. This book explains how toensure that people, technology and processes are aligned, which is the true key to success in business today."-Cheryl Stepney, Director, Microsoft "Anita's second book is as good as her first. It's a clear, concise, easy-to-read guide for process improvement for any IS department. But don't stop there, you can apply these same techniques to any process. Read it through, then keep the book handy as you'll be referencing it frequently throughout your process improvement projects."-Mary Rolf, Executive VP, Rosemount Office Systems, Inc. "The IT Process book is easy to read and easy to understand. This is truly a 'How-To' book for both new and experienced IT leadership."-Joel Wiens, Vice President of IT, Regis Corporation "I liked the presentation of the material. Coming from the process world, I agreed with many of your viewpoints. I found the book to be interesting and very good."-Mark Brewer, Director of Information Services, Donaldson Company, Inc. "I thought it a very useful reference book for experienced people facing many of the issues in this and other organizations. I think that it would also be a useful book for someone who is new to the concept of process reengineering as well. I especially like the checklists at the end."-Cliff Tamplin, Managing Director, IS, Northwest Airlines, Inc. "This is an outstanding book for real practitioners of Information Technology. Many in the industry have given lip service to being process oriented, but few actually effectively implement processes. This well written book is an excellent guide - using real life examples - on how to move from being a skills based organization to being process based."-Dan A. Christian, Vice President / CIO, GracoInc. "IT departments are last to re-invent themselves - this book helps you change this paradigm! To help lead technology change, IT departments must change, and this book shows you the steps to cause change. This book explains how to ensure that people, technology and processes are aligned, which is the true key to success in business today."-Cheryl Stepney, Director Microsoft, "Anita's second book is as good as her first. It's a clear, concise, easy-to-read guide for process improvement for any IS department. But don't stop there, you can apply these same techniques to any process. Read it through, then keep the book handy as you'll be referencing it frequently throughout your process improvement projects."-Mary Rolf, Executive VP, Rosemount Office Systems, Inc. "The IT Process book is easy to read and easy to understand. This is truly a 'How-To' book for both new and experienced IT leadership."-Joel Wiens, Vice President of IT, Regis Corporation "I liked the presentation of the material. Coming from the process world, I agreed with many of your viewpoints. I found the book to be interesting and very good."-Mark Brewer, Director of Information Services, Donaldson Company, Inc. "I thought it a very useful reference book for experienced people facing many of the issues in this and other organizations. I think that it would also be a useful book for someone who is new to the concept of process reengineering as well. I especially like the checklists at the end."-Cliff Tamplin, Managing Director, IS, Northwest Airlines, Inc.

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