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Service management has underestimated the importance of a process description in achieving service and organizational excellence. What service managers need is a methodology for describing service processes. Recommends the use of the structured analysis and design technique (SADT), a methodology particularly suitable for activity‐based processes. It can be used to help service providers obtain a better picture of the processes in which they participate, achieve improvements in service delivery, foster internal communication, and even design a service. Illustrates in two models the concepts of the SADT and its graphics language – the first developed in a professional service firm, and the second in an academic setting. Evaluates the SADT against eight criteria and concludes that the SADT is a versatile and useful modelling methodology that will help service management and employees reach organizational consensus on a service process.

This paper aims to propose a process optimization approach showing how organizations are able to achieve sustainable and efficient process optimization, based on integrated process-risk analysis using several criteria to a better decision-making.

Several approaches are used (functional/dysfunctional) to analyze how processes work and how to deal with risks forming multi-criteria decision-making. In addition, a risk factor is integrated into the structured analysis and design techniques (SADT) method forming a novel graphical view SADT-RISK; it identifies process’s failures using the traditional failure modes, effects and criticality analysis (FMECA) and economic consideration “failure mode and effect, criticality analysis-cost FMECA-C” making a multi-criterion matrix for better decision-making. Subsequently, some recommendations are proposed to overcome the failure.

This paper illustrates a methodology with a case study in a company, which has a leading brand in the market in Algeria. The authors are integrating a varied portfolio of approaches linking with each other to analyze, improve and optimize the processes in terms of reliability and safety to deal with risks; reduce the complexity of the systems; increase the performance; and achieve a safer process. However, the proposed method can be readily used in practice.

The paper provides a new approach based on integrated management using new elements as an innovative contribution, forming a novel graphical view SADT-RISK; it identifies process’s failures using the traditional FMECA and economic consideration “a new multi-criterion matrix for better decision-making and using the SWOT analysis – Strengths, Weaknesses, Opportunities, Threats – as a balance to decide about the process improvement”. The authors conclude that this methodology is oriented and applicable to different types of companies such as financial, health and industrial as illustrated by this case study.

A model of the information and material activities that comprise the overall construction process is presented, using the structured analysis and design technique (SADT) activity modelling methodology. The basic model is refined into a number of generic information handling activities such as the creation of new information, information search and retrieval, information distribution and person‐to‐person communication. The viewpoint could be described as that of information logistics. The model is then combined with a more traditional building process model, consisting of key phases such as design and construction. The resulting two‐dimensional matrix can be used for positioning different types of generic IT‐tools or construction‐specific applications. The model can thus provide a starting point for a discussion of the application of information and communication technology in construction and for measuring its impact on the overall process and its related cost.

The purpose of this paper is to address a model for the selection of an appropriate design method of a CIFMS utilizing the ANP within a MIGP model.

The selection process is multi‐goal and has both integer and non‐integer variables which require the use of a MIGP model for optimization.

The results show that the selection of an appropriate design method can greatly decrease the deviation factors from any given company's goals.

The implementation of a CIFMS offers companies many benefits, which enable them to produce high quality products with shorter lead‐time. A CIFMS is not a general software program that can be readily applicable to any given manufacturing company, it is a uniquely designed system specifically tailored to a given company guided by a method. Therefore the most crucial process in developing and implementing an efficient CIFMS is selecting a design method which brings forth a MCDM problem with varied degrees of interdependencies among the decision components.

Satisfying customers is the best method for organizations to gain competitive advantage. To deliver quality services to customers, we need to understand their expectations. Given accurate understanding of expectations, customer service, which can be regarded as a process that consists of several steps to satisfy customer requirements, should be redesigned to match them. This research intends to suggest a customer service rationalization method which consists of service process model, performance simulation, and contingent change guidelines. For the validation test, we compared the proposed method with other service models and applied it to several real cases. From the applications, we found that the proposed method could reduce the risk of service redesign projects by enabling the better understanding of the performance simulation data from the proposed change alternatives. Finally, we discussed the applications of the method and the implications of this research.

Presents a table comparing business process for the future manufacturing enterprises with a set of mapping techniques and methodologies. The first section is a brief introduction about the current situation for many European manufacturing companies. After that, describes the process‐based organization and a set of generic processes. Presents two key processes which were identified for each of five enterprises of the future suggested by Puttick. Following this, gives a description of the most common techniques and methodologies currently used, together with an evaluation of them. The table obtained by matching the processes with the techniques can be used as a guide when choosing the most suitable mapping technique or methodology for a enterprise’s key processes.

This paper deals with the subject of “Lean Normalization.” The purpose of this paper is to propose a comprehensive methodology which combines the benefits of both International Organization for Standardization (ISO) standards and Lean Management. The application of this methodology leads manufacturing or service companies to certification without creating more documentation. It guarantees agility and flexibility in the day-to-day management of the company, and induces lower costs and reduced times. This methodology provides a new way of tackling the implementation of ISO standards in a company.

This methodology is based on the synergistic combination of both ISO standards (Quality Management System) and the key concepts of Lean Management. After a short presentation of ISO standards and Lean Management, the possibility of implementing a synergy between these two different approaches will be discussed. At this point, ISO 9001 standards will be focused on. The proposed methodology will be introduced step by step. Each step of the model will be formalized using the Structured Analysis and Design Technique graphic representation tool. Moreover, each step is associated with a key concept of Lean Management. In order to illustrate the proposed method, an example of implementation will also be presented.

To show the feasibility of this methodology, this paper finishes with a summary of the results achieved in a company and draws some interesting conclusions. Companies have the possibility of achieving certification in combination with a Lean Quality Management System (LQMS): a one-page quality manual, only ten records, no major non-conformities and no customer complaints over a two-year period.

The methodology may have to be adapted to better suit the needs of companies seeking to implement the latest version of the ISO 9001 standards.

This paper presents the deployment of ISO 9001 standards whilst simultaneously respecting key Lean Management concepts. The practical results for enterprises are the implementation of an LQMS leading to a certification.

This paper presents a new method combining both ISO standards and Lean Management concepts to achieve certification with an LQMS.

Due to its simplicity and the relevance of its steps, the proposed methodology can be applied to companies with a guaranteed success of certification.

Summarizes the most important principles of concurrent engineering [CE] and computer integrated manufacturing [CIM]. Discusses system data flow and IDEFo diagrams used as graphical descriptions of the engineering process. Introduces a software package called CIMpgr. Concludes that CIM addresses the total information requirements and management of a company from the development of a business plan through to the shipment of a product and the follow‐up support.

Notes that the nature of the service process makes the measurement of productivity and quality more difficult. In this paper a methodology to delineate relevant indicators of productivity and quality for services is developed. For both types of indicators, process analysis is a starting point. Insights from activity‐based management are introduced to work out productivity indicators. An approach based on quality function deployment is used to delineate relevant quality indicators. Both approaches are illustrated with case study material. During the process of developing these indicators, it became clear that realizing quality and productivity simultaneously within the service delivery process might imply a trade‐off. Implications and further extensions of this dynamic relationship are discussed within a larger service strategy framework.

The construction industry is greatly plagued by risk; too often, this risk is not dealt with adequately, resulting in poor project performance. Communication of construction project risks in practice is poor, incomplete and inconsistent, both throughout the supply chain and through the project lifecycle. Part of the problem is the lack of a formalized approach to the project risk management process. Recently, attempts have been made to overcome this and this paper uses these attempts as a foundation for building a better approach to construction risk management. Underlying this approach is the development of a common language for describing risks and remedial actions. This is grounded in a taxonomy of risk based on a hierarchical risk breakdown structure. In addition, to facilitate the production of a working risk management system, a number of models have been developed using unified modelling language (UML) and IDEFO. Finally, the use of the system has been tested via a working software prototype. This prototype is being used as a basis for discussion with practitioners with regard to the practical requirements of the approach for further development.