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Business Process Management by Martyn A. Ould

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STEP 4: USE OTHER SOURCES OF INFORMATION

When we capture, diagnose or design a process with Riva, we work primarily with workshops, an approach which has obvious drawbacks: those involved can tell us untruths, they can forget to tell us about interesting things, they can tell us what they think we want to hear, they might conceal things they don’t want us to hear, and so on. How can we deal with this? Where possible, we must deal with it at the workshop itself but there are some other routes that we can use.

Examining existing documents

A document almost invariably gives solid form to an interaction somewhere — it is after all a way of collaborating. There are potentially four groups of people involved with a document and they represent roles ...

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