CHAPTER 3Streamline Your Business Processes: The Technical System

As I noted in Chapter 2, “The technical system deals with the organization’s business processes—the activities it routinely carries out to create and deliver value for customers. It also encompasses physical arrangements for interacting and exchanging knowledge as well as technology.”1

Business processes are the steps and actions that organizations take to accomplish their work. Whether they are documented or not, designed or not, understood or not, nothing gets done until someone (or “the system”) does it—that is what business processes are all about. They are a combination of business operating procedures, business rules, business data, and supporting technology. Yet, many business ...

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