Chapter 11

Managing and measuring a specific business process


This chapter focuses on how managers control processes on a day-by-day basis, and then considers the types of activities that are included in process management processes. It goes on to consider how one evaluates the performance of process managers and what is involved in continuous process measurement and improvement.


Chevron case study; Communicate and control work; Contracts; Management activities; Management and swimlanes; Management processes; Organize; Plan; Process measurement scheduling; Process measures

In this chapter we want to consider how the management of a specific business process affects the performance of the process. In Chapter 5 we discussed ...

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