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Business Process Management: Profiting From Process by Roger T. Burlton

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Questioning Approaches to Work

All the previous questions significantly affect the way that work is done within the organization. Some of the prior choices will result in redistribution of work among employees and across business functions.

Moving Workloads to the Front of the Process

In general, work will move from the back end of the process to the front end. If the workflow within the process involves several people and organizations, this can have significant impact on the organizational structure and the roles of individuals involved. In many cases, whole jobs are affected or even eliminated, so how workflow is handled is important.

In a typical outdated scenario, a clerk receives mail-in, telephone, or in-person applications. The clerk ...

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