Mastering Your Organization's Processes: A

"With many clear diagrams, a glossary of terms and suggestions for further reading, the book gives the non-specialist reader a broad and informed view of business processes, free from technical imperatives. Ideal for non-technical managers, this book will also appeal to MBA and business studies students."--BOOK JACKET.

Foreword

ix

Richard holway

robin milner

Preface

xi

Acknowledgements

xiv

Prologue: Olympic results

xvii

A gentle introduction to systems and processes

1

(18)

Business processes and their management

19

(23)

Case study 1 Canton of Zug

36

(6)

The job BPM software is there to do

42

(36)

Case study 2 DVLA

70

(8)

The systems of an organization

78

(26)

Case study 3 International Truck and Engine Corporation

95

(9)

Looking outside the organization

104

(22)

Case study 4 Matav (The Hungarian Telecommunications Company)

118

(8)

Organizations, people and systems

126

(34)

Case study 5 Morse Group Ltd

154

(6)

The business return on BPM

160

(31)

Case study 6 POSCO

183

(8)

Corporate strategies and approaches for BPM

191

(26)

Case study 7 Rabofacet

210

(7)

What to look for in a BPM product

217

(28)

Case study 8 Sonae Distribuicao Brasil

236

(9)

Appendix: a short history of process management

245

(4)

Glossary

249

(8)

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Mastering Your Organization's Processes: A Plain Guide to BPM

Summary

Table of Contents

Supplemental Materials