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Table of Contents

Foreword to fourth edition by Michael Rosemann

Foreword to third edition by Thomas Davenport

Preface to the fourth edition

Levels of Concerns

Business Process Change and Management

The Evolution of an Organization’s Understanding of Process

The Variety of Options

The Variety of Solutions

How This Book Is Organized

Notes and References

Chapter 1: Business process change

Organizations as Systems

Systems and Value Chains

The Six Sigma Movement

Business Process Change in the 1990s

Lean and the Toyota Production System

Other Process Change Work in the 1990s

A Quick Summary

Business Process Change in the New Millennium

What Drives Business Process Change?

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