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The Power of Business Process Improvement by Susan PAGE

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CHAPTER 2Step 1: Develop theProcess Inventory

Identifying and Prioritizing the Process List

Kendall Smith, senior vice president of human resources for a bank in the midst of a merger, wanted to improve the bank’s human resource processes. He had recently received complaints from the bank’s executives claiming that they did not have enough money in the budget to give their employees salary increases. The annual salary planning process ended six months ago, and, in all previous years, the compensation department had always put aside money to handle ongoing salary increases throughout the year. The senior managers at the bank demanded that compensation explain why the budget had been depleted.

To add to Kendall’s concerns, his vice president of ...

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