7 IMPROVING BUSINESS SERVICES AND PROCESSES
INTRODUCTION
Business processes are the means by which an organisation carries out its work and delivers its products and services to customers. This chapter describes the use of value streams to analyse and document the delivery of organisational services, the business process hierarchy and the techniques used to model and improve business processes at all levels of this hierarchy.
The business process hierarchy comprises three levels:
- Enterprise level: the value stream required to deliver products or services. An organisation may identify several value streams, each of which comprises a set of activities that together offer a value proposition to customers. The customers’ value expectations ...
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