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Business Process Management: Profiting From Process by Roger T. Burlton

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Questioning Roles, Jobs, and Organizational Structures

A major cause of project failure is required changes in staff roles and jobs and where workers report within the organization. Inability to effect such changes will negate many good ideas in process renewal. If the process workflow can’t be implemented in a structure that supports the outcomes of value to the process customer, we are wasting our time. In mapping work to people, job roles must cover from the trigger of an event through to the customer/stakeholders’ outcomes and everything in between. Jobs should be whole, and the results and feedback from the affected stakeholders should be quick and obvious.

Complete responsibility requires knowledgeable staff, aligned with customers, for ...

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