Customer Relationship Management: Getting It Right!

12.1. Process, Schmocess—What Are We Talking About?

Again, we'll look to a dictionary for a starting definition of a process, which, according to Webster's, is “a series of actions conducing to an end.” In their excellent book, Improving Performance (1995), Geary Rummler and Alan Brache describe a process as “the way work gets done.” For our purposes, a process is the series of actions that deliver a specified outcome.

DEFINITIONS A process is a series of work steps that lead to a specific result.

Organizations were initially established to support getting work done. People who had similar jobs all reported into the same organization.

12.1.1. Processes ...