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Chapter 8
Process Performance
Management
As introduced in Chapter 4, this chapter peels back the layers of opportunity and explores realigning
measurements, on an end-to-end process basis, which allows the entire organization to understand
the importance of every job function and gives the working-level tier of the organization the ability
to measure their individual contribution to prots.
I recall an Operations Audit review I was engaged in where the client company leadership was
under re because they spent over $1 million to implement their enterprise resource planning
(ERP) system and the company could show no return on investment (ROI) ...