7Work Processes and Continuous Improvement
Learning Objectives
By the end of the chapter you should be able to:
• Explain the concept of business process and why managers must understand it.
• Describe how continuous process improvement eliminates steps and/or activities that add cost, time, and errors.
• Explain the difference between process improvement and process innovation.
Some managers believe that the way to improve employee performance is to motivate their subordinates to worker harder. They give pep talks, offer financial incentives and—when all else fails—apply threats. Those efforts may result in modest productivity improvements, but ...
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