Total Quality Management, 2nd Edition

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Business Process Management

“Almost all quality improvement comes via simplification of design, manufacturing, layout, process and procedures”

Tom Peters

Upon completion of this chapter, you will be able to:

1. Understand the relevance and importance of business process management
2. Describe the evolution and scope of business process management
3. Explain how business process management can be designed
4. Discuss process mapping
5. Implement process management

Introduction

An organization is a collection of processes. These processes are the natural business activities performed by organizations and producevalue, serve customers and generate income. Managing these processesis the key to the success of the organization.

In the new era of business transformation, ...