Preface -- Pillar I: Process management excellence -- Pillar II: Project management excellence -- Pillar III: Change management excellence -- Pillar IV: Knowledge management excellence -- Pillar V: Resource management excellence -- The sky is not the limit -- Why do you need organizational excellence? -- Organizational excellence summary -- Introduction to process management excellence -- Understanding the process hierarchy -- The two approaches to process management -- Basic ingredients of process management -- The team approach to continuous improvement -- Introduction -- Types of teams -- Making teams hum -- Training teams -- Utilizing outside resources -- The micro-level approach to process management -- Introduction -- Random micro-level approach -- Systematic micro-level approach -- Area activity analysis methodology -- The opportunity cycle -- Other team micro-level approaches to process management -- Departmental micro-level approach to process management -- Fast action solution teams -- Individuals can improve their processes -- Suggestions for micro-level process management -- Formal suggestion systems -- The macro-level approach to process management -- Introduction -- Phase 1: Define (redefine) the process -- Phase 2: confine the process -- Phase 3: Refine the process -- Repeat phase 1: Redefine (define) the process -- Systematic process breakthrough methodologies -- Introduction -- Process redesign (focused improvement) -- Process reengineering, (new process design, process innovation) -- Process benchmarking -- Comparing the three systematic breakthrough methodologies -- Set different constraints -- Future-state process design approval -- Final implementation plan -- Total six sigma -- introduction -- History of six sigma -- Examples of six sigma improvement -- Do you need six sigma processes-- Evolution of total six sigma -- Implementing total six sigma -- Process maturity grid -- Introduction -- Requirements for level 5 qualification -- Requirements for level 4 qualification -- Requirements for level 3 qualification -- Requirements for level 2 qualification -- Requirements for level 1 qualification -- Process management excellence summary -- Appendix A: Definitions -- Appendix B: IBM's business process list -- Appendix C: IBM's qualification process.