Business Process Management: Profiting From Process

How This Book Is Organized

The book is divided into two major sections:

• Part I, “A Management Guide,” consists of the first nine chapters and is aimed at anyone planning to conduct process projects and everyone involved in delivering services to customers as part of day-to-day process management. It’s a good introduction to the major issues and approaches of process renewal and ongoing process management. I recommend that all managers and all practitioners read this section.

• Part II, “A Practitioner’s Guide,” is organized according to the major phases of process management. It’s intended to be used as a phase-by-phase reference for those planning and conducting the work of the particular phase. All project staff should be intimately familiar ...