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Business Process Change, 2nd Edition by Paul Harmon, Business Process Trends

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chapter 11 Managing and Measuring Business Processes

In this chapter we want to consider how the management of business processes affects the performance of the process. In Chapter 5 we discussed some of the issues that companies face in organizing process management and in Chapter 6 we considered some of the enterprise issues faced by companies trying to organize a corporate performance measurement system. Here our focus is much narrower: we want to consider how a business process redesign team might go about analyzing how a specific business process is managed and what changes they might recommend to improve the specific process.

The work required of a process redesign team varies according to the process maturity of the organization. If the ...

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