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

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Documenting Current Interactions and Health

This step provides a big-picture view of the environment within which products and services are delivered to and from the “Organization-in-Focus.” By looking at the physical items, information, knowledge, and commitments present at the organization’s interface with the outside world, a business can record the nature of the interactions with its external stakeholders. It also can identify the products and services that flow from those interactions and assess the interactions’ health. Through this step, all internal stakeholders can see that there are more views and considerations to be taken into account than just their own. Furthermore, documentation of interactions addresses the fundamental questions ...

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