5.1. What Is a Process?
A business process is a series of steps designed to produce a product or service. Some processes (such as programming) may be contained wholly within a function. However, most processes (such as order fulfillment) are cross-functional, spanning the "white space" between the boxes on the organization chart.
Some processes result in a product or service that is received by an organization's external customer. We call these primary processes. Other processes produce products that are invisible to the external customer but essential to the effective management of the business. We call these support processes. The third category of processes—management processes—includes actions managers should take to support the business ...
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