O'Reilly logo

Business Process Management by Martyn A. Ould

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

INTRODUCTION

In the simplest of situations, we want no more than to find out what is going on in the organization. We’re in the world of discovery: there’s a process out there, but no one can quite say what actually happens. People are doing things and perhaps the right results are being obtained. But our individual responsibilities — what we each have to do — are passed on by word of mouth, by rote, or by tradition. The fact that results are produced at all is perhaps a matter of luck rather than judgement.

Once we have been through the process of discovery we shall have a process model that says ‘This is how in practice we handle customer complaints.’ We‘re now in a position to give each individual — perhaps for the first time — a helicopter ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required