A Practical Guide to Information Systems Process Improvement

This book is important for two reasons: (1) it describes what a process is and the main characteristics shared by processes regardless of the model used, and (2) it provides a clearly defined approach to implementing processes and a framework for improving them.Why these two reasons are important is because most IS/IT professionals have a vague idea about what processes are. They can visualize them on a conceptual level, but not on a detail level as a flow with measurable attributes. The way the authors portray processes allow all stakeholders (producers and consumers) of a process chain to use the same definition and to objectively measure the same characteristics. This cross-functional understanding and agreement is essential to process improvement. However, understanding processes and having a clear definition are only half the equation - implementing and improving them can be a daunting task without a clearly defined roadmap. Therein is the main value of this book: it provides that roadmap. You can either get to your destination by trial and error, false starts and wasted time and resources, or you can follow the identification, selection, "as-is" assessment, "to-be" target and implementation plan sequence that are presented. The authors highlight key points and pitfalls each step of the way, which is based on their extensive experience from which you'll benefit.If you're involved in process design and/or improvement in IS/IT this book will point you in the right direction and get you moving forward.

It is about time a book like this get written. The authors have hit a nerve with the typical IT department. That is, taking the "rambo" fire fighting mentality out of I/S, and conforming it into a smooth running operation. The authors take lessons learned years ago in manufacturing and engineering disciplines, and have correctly applied them to IT. The book is written exceptionally well, is easy to understand and provides a practical step-by-step methodology. I believe there is enough detail in the book to allow motivated and savvy IT managers to drive process improvement in their organizations. This book is definitely a "keeper". It should be part of every I/S manager's library, and it should not gather dust.

This book is a great "how to" guide! First, I like how it connects the improvement activity to the business and customer needs rather than getting wrapped up in the technology of information systems. The book outlines a 7 step process for improvement and breaks down each step into bite-size pieces that can be easily followed. Each step comes complete with checklists, questions to ask, considerations to be reflected upon or reviewed, and diagrams or examples that make the action very clear. A lot of thinking has been done and shared, and it will be quite easy to adapt the books guides to most applications. There isn't really much theory here, just straight-forward assertions about what works and what doesn't. However, the content is consistent with most Quality and Organization Development theory I've read. I also like the chapter end summaries and pitfalls. As I read this, I found myself thinking this could be used for most any business improvement project quite easily.