A
Action modes, 28
Active processes, 7
Activity logging, 112–118
Actual maps, 63
Animal level, 26
Annotation, 67, 68, 70–73
Asynchronous flows, 39, 40
Automated production management module (APMM), 186
Avionics, 189
Avionics Components (ACs), 130–133, 161, 189
Avionics repair cycle, 193
B
Bar chart, 122, 123
Basic mapping conventions, 67–70
Basic units, 10
Behavioral economists, 181
Bottom-line performance, 98
Boulding hierarchy, 27
Boundary-spanning action, 28, 30
Branching process flow, 67
Bread making, 73–78
Business metrics, 98–101
Business process maps, 46
Business Process Reengineering (BPR), 135–137
C
Cash management, 83–84
Catalog processes, 49
Central tendency, 124
Certification document, 104
Client process map, 89, 90, 91
Clockworks, 26
Complex systems, 16, 31
Components, 128–130
Computer simulations, 171
Connected things, 17
Continuous variables, 125
Convergent workflow, 38–39
Conversion processes, 36
Coordination costs, 19
Coordination, 1, 9, 12, 19, 20, 23, 24, 33, 36, 107, 157
Corporate retirement account, 88
Cost or resource consumption, 108
Coupling, 38–40, 43
Customer cash-transfer order, 115
Customization, 66
Cybernetic systems, 26
Cycle time, 113
D
Data flow diagram (DFD) format, 87
Decision diamond, 85
Deming cycle, 119
Descriptive statistics, 122
Designed process, 35
Divergent workflow, 38–39
DMAIC (Define, Measure, Analyze, Improve, Control), 98
Drawing software, 46
Drill-down, 68
Drill-down, process, 74
Dynamic homeostasis, 153
Dynamic modeling, 169, 171, 182–186
Dynamic models, 172
Dynamic simulation, 177
Dysfunctional workflow, 39
E
Elapsed maintenance time (EMT), 130
Ennui, 106–107
Enterprise Resource Planning (ERP) system, 22
Environment, 14, 26, 35
Evidence-based medicine, 178
Exception handling process, 37, 84
Extremes, 106
F
Feedback, 32–33, 36, 154
Feedforward, 32–33, 36, 154
First-In, First-Out (FIFO), 148, 185
Flow of information, 29
Flow diagrams, 46
Flow relationships, 38–42, 83
Flowcharting, 46, 134
Framework
imperfect information, 6–8
information processors, 8–13
information, processes, and performance, 17–21
knowledge, 2–6
systems, organizations are, 13–17
Freeform running list, 92
Frequency distribution, 122, 124, 127
Functional workflow, 39
Fund trade, processing, 87
Fuzzy set, 6
G
Garbage In, Garbage Out, 108, 180
General Systems Theory (GST), 14, 26
Genetic-societal level, 26
Goal attainment, 18
Golden handcuffs, 111
Graphic software, 104
Graphing and modeling workflows (XPDL), 47
H
Hierarchy, 9
Histogram, 122, 123
Homegrown process, 162
Human level, 26
Hyperlinks, 72
I
Imperfect information, 6–8, 18–20
Individual error (INDERR), 129, 130
Individual variation (INDVAR),
128, 129
Information and Communication Technology (ICT), 108
Information dependency, 32
Information imperfection, 6–8, 35
Information processing improvements, 108
Information processors, 8–13
Information, processes, and performance, 17–21
Information, properties of, 4
Information, states of, 3
Inherent information, 32, 36
Input, 36
Intellectual property, 8, 16
Internal processes, 17
Internal transformation, 30
IT-dependent mapping methods, 52
iThink model, 175–176
J
Just In Time (JIT) management,
15, 19, 20
K
Keep It Simple, Stupid (KISS), 57
Kmetz method, 46, 51, 53, 73, 86, 89, 90, 91, 187
Known knowns (KK), 3, 5, 6, 11, 21, 50
Known unknowns (KU), 3, 5, 6, 11
L
Lean management methods, 99
Least Practical Value (LPV), 128, 129
M
Management practice, 99
Manual construction, 122
Map validation, 64
Map, then model, 172–177
Mapping parallel processes, 78–82
Mapping symbols, 53
Market, 31, 35
Mean, 124
Mean Exception Handling Time (MEHT), 118
Mean Primary Process Time (MPPT), 118
Mean Process Execution Time (MPET), 118, 119
Measurement inflation, 114
Mechanistic organizations, 164
Median, 125
Mode, 125
Multiple-cycle (looping) process
flow, 68
N
NAVAIR study, 189–201
Nested relationship, 33
Nonfinancial measures, 100
Nuts and bolts, 93, 98
O
Observer error (OBSERR), 129, 130
Open systems, 26
Operating system, 15
Organizational environment, 15
Organizational learning, 163
Organizational processes, 30, 32, 35
Outputs, 34
P
Payoff value, 19, 20, 71
Perfect information, 18
Performance, 18
Performance management, 99
Physical flow improvements, 108
Proactive offensive behaviors, 22
Proactive steps, 19
Process
block, 55, 59
building blocks, 28
classification framework
(PCF), 50
improvement, 53
mapping software, 203
maps, 46
owner, 67, 156
workflows, 98–101
Process-relevant tasks, 106
Q
Quality certification audits, 104
Quality improvements, 108
Quasi-materials flow, 36
R
Range, 124
Raw materials, 36
Reactive defensive behaviors, 22
Reactive steps, 19
Regulatory information, 32, 33
feedback, 32–33, 36
feedforward, 32–33, 36
Regulatory information mode, 29
Request for proposal (RFP), 80
Return on capital employed
(ROCE), 99
Rough cut jobholder map, 86
S
Second law of organizational thermodynamics, 2
Self-maintaining structures, 26
Sequential data sheet, 113
Shewhart cycle, 119–120, 182
Simple data analysis methods, 121
Simple dynamic structures, 26
Simulation, 170–172
Simulation data requirements, 177–179
Simulation, simulation as, 179–182
Simultaneous process, 80–81
Single-cycle process flow, 67
Six Sigma programs, 46
Social organization level, 26
Software tweaking, 108
Specialist methods, 49
Specialist units, 10
Spreadsheet, 122
Stable organization, 153
Standard deviation, 126
Static model process, 53
Static structures, 26
Statistical tools, 121
Stock, 29
Stocks of information, 15, 17
Subsystem, 14, 27
Supersystem, 27
Supply-chain management, 15
Swimlanes, 66
Symbol use, 56
Synchronous flows, 38–39
System boundary, 71
System complexity
animal level, 26
cybernetic systems, 26
genetic-societal level, 26
human level, 26
open systems, or self-maintaining structures, 26
simple dynamic structures, or clockworks, 26
social organization level, 26
static structures or frameworks, 26
transcendental level, 26
System diagram, 52
Systems, 13–17, 26–27, 29–35
T
Talent management, 99
Tally sheet, 113
Task-related information, 10
Time study, 137
Transcendental level, 26
Tunnel, 5
U
Uncertainty absorption, 12
Unforeseen costs, 19
University of Cardiff study, 137
Unknown knowns (UK), 3, 6, 11
Unknown unknowns (UU), 3, 6,
11, 24
V
Validate, 102
Variability, 126
Variance, 126
VAST (versatile avionics shop test), 148–152
Vector properties, 7
Vector, 4
Versatile avionics shop test
(VAST), 130
W
WFMA and dynamic modeling
dynamic modeling and KM, 182–186
dynamic models
map, then model, 172–177
simulation data requirements, 177–179
simulation, 170–172, 179–182
WFMA and knowledge management
complex workflow, capturing knowledge in, 147
large-scale simplicity, 152–155
process owner, 155–157
KM, overview of, 142–146
KM, useful, 157–167
WFMA approach, 101–112
WFMA data collection and analysis
accumulated time, 130–133
activity logging, 112–118
business metrics, 98–101
business process reengineering, 135–137
components, 128–130
flowcharting, 134
process workflows, 98–101
time study, 137
WFMA approach, 101–112
workflow design tradeoffs, 133
workflow metric, 118–127
WFMA discipline, 56–67
WFMA symbols, 53–56
Work cycle, 63
Workflow design tradeoffs, 133
Workflow designs, 2, 16, 39, 134
Workflow map properties
discipline, 52
graphic, 52
robust, 52
scalable, 52
singular, 52
verifiable, 52
Workflow mapping
annotation, 70–73
basic mapping conventions, 67–70
examples, 86–89
making bread, 73–78
mapping parallel processes, 78–82
WFMA discipline, 56–67
WFMA symbols, 53–56
WFMA, 52
workflow maps, types of, 82–84
Workflow mapping and analysis (WFMA), 25, 46
Workflow mapping consortium (WfMC), 47
Workflow maps, 111
Workflow maps, types of, 82–84
Workflow metric, 118–127
Workflow, outcomes, 174
Workflows, 35–42
Y
Y2K bug, 110