Chapter 10. REDESIGNING PROCESSES

And that's the way it is.

—Walter Cronkite

Processes are "the way it is." In Chapters Two, Three, and Five, we emphasized the importance of recognizing that work gets (or doesn't get) accomplished through processes. Failure to improve process performance results in failure to improve organization performance. Failure to effectively manage processes is failure to effectively manage the business.

Most large corporations—including Shell, Ford, Boeing, GTE, American Express, Motorola, and AT&T—have implemented Process Improvement and/or Process Management efforts. These statements illustrate the importance that some organizations place on managing the horizontal organization:

  • "We simply cannot achieve and maintain ...

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