Introduction

We live in a world that changes faster all the time. What worked only yesterday may not work today and much of what works today won’t work tomorrow. Smart managers know that organizations that succeed do so because they adjust to keep up with the changes that are taking place. This book is about business process change. It describes how smart managers analyze, redesign, and improve the business processes they manage.

Every year dozens of books are written by management consultants to advocate some great new management idea. Some of these new ideas have merit, but most are simply fads that are popular for a year or two and then gradually fade. This book is not such a book. In the first place, this book describes a variety of process ...

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