极简流程管理：流程管理越简单越好

本书以“授之以渔”为目的，以不多写一句废话为原则，力求以精练的语言、短小的篇幅、准确的描述，帮助读者抓住管理的本质，掌握管理的原理、构成、关键和要素，应用管理的原则、方法、工具和步骤，解决管理问题，获得人生的成功。

蒋宏光，15年创业者（创立6+1人力服务生态，自营2家服务外包企业，2家管理咨询与培训企业，2家双语杂志与涉外服务企业，3家财税和保险经纪企业，1家弹性福利电商企业，4个产业园区，1个人力资源云平台），10年联盟运营人（AOC联盟，伙伴联盟），2年社群运营者（三茅公会宁波站）不错经济师，机械制造及安装工程师；多家高校“大学生创业导师”；品牌宁波（行业）杰出人物。众信人力党支部书记；浙江省人力资源行业协会副会长；宁波市人力资源服务行业副会长；宁波市人力资源服务行业协会培训专员会主任；宁波市职业经理人协会副会长；宁波市职业经理人协会人力资源分会会长；宁波市外滩商会副会长；成都高新区劳务协会副会长。曾任中石化，高新区管委会。曾服务过中国移动，中国联通，中国电信中外运，中海运，中国银行，光大银行，中国平安，中检公司，顺丰，太保等多家企*单位。

章 深度分析：为什么要强干预流程简化

流程简化有助于快速复制组织能力 ··········································· 2

流程是“写真”还是“写实” ····················································· 4

流程中的“冰山现象” ································································ 7

一放就乱，一管就死 ·································································· 9

流程解放管理者，简化流程解放所有人 ································· 12

第二章 明确目标：保证流程走向

源于现实，却不高于现实 ························································ 16

流程目的与工作目标相一致 ····················································· 20

用SMART 规范流程目标 ························································· 24

目标管理表的运用 ···································································· 29

搭建一级流程路径 ···································································· 33

绘制实用性流程图 ···································································· 38

第三章 职责合理：重置岗位责权利

界定相关部门与岗位职责 ························································ 44

若干种职位组合成一种职位 ····················································· 46

给每个员工定岗、定责、定规范 ············································· 48

加强与周边流程及相关工作岗位的协调 ································· 53

责任无极，人人都是流程中的一部分 ····································· 55

第四章 服务管理：从被动服务到精益服务

观察消费者，绘制流程图 ························································ 60

感知消费体验 ············································································ 64

流程决定耗费的时间 ································································ 67

工作人员需要什么 ···································································· 73

智能反馈运行起来 ···································································· 76

第五章 节点科学：减少重复作业次数

关键节点的识别、分析与控制 ················································· 82

合理设计流程关键节点 ···························································· 85

将关键节点以图文形式呈现 ····················································· 89

减少交接，提升工作完整度 ····················································· 92

确定流程的执行等级 ································································ 95

变直线序列为并行序列 ···························································· 98

防止子流程间的业务重复 ······················································ 101

第六章 迫降成本：剔除非增值活动

工作人员有权决定——沟通成本 ··········································· 106

尊重业务流程多样性——时间成本 ······································· 109

统一客户界面——交互成本 ··················································· 112

完善信息通道，实现集成与共享——信息成本 ··················· 114

哪里最合适，就在哪里展开工作——跨域成本 ··················· 117

剔除所有不必要的审查与控制——审批成本 ······················· 119

优选限度地减少工作调整——库存成本 ······························· 122

第七章 过程检查：确保流程质量

明确流程检查的目的 ······························································ 126

确定流程检查的关键点 ·························································· 128

执行流程检查实施计划 ·························································· 133

控制流程节点，监控流程过程 ··············································· 136

督导流程进展，控制工作节奏 ··············································· 139

快速跟进与调配，保障流程进度 ··········································· 141

生成流程检查报告 ·································································· 143

第八章 精度考核：流程落地的标准保障

制度化、标准化、原则化 ······················································ 148

流程推进时要有日计划和活动清单 ······································· 151

每天作业任务做到日清日结 ··················································· 154

在既有体系下寻求作业流程优化 ··········································· 157

实施关键节点的精准考核 ······················································ 160

公平、公正评价员工在流程中的绩效 ··································· 163

第九章 持续优化：形成标准化工作流

找出现有流程中的阻塞环节 ··················································· 168

砍掉无价值的环节 ·································································· 170

合并不必要的环节 ·································································· 173

增补流程中欠缺的环节 ·························································· 175

对问题过多的流程重新洗牌 ··················································· 179

保证资源适用的有效性 ·························································· 182

第十章 工具赋能：搭建流程优化捷径

表单是流程执行的载体 ·························································· 188

戴明环——进行流程自动检查 ··············································· 191

ESEIA 五步法——提升流程处理速度和质量 ······················· 195

BMK 战略竞标——向业内标杆看齐 ····································· 199

DMAIC 模型——流程改善工具与业绩突破方法 ················· 203

ECRS 分析法——取消流程中的冗余环节 ···························· 205

SDCA 循环——实现流程标准化与稳定性 ··························· 208