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Business Process Management

Building a Strong Foundation for Implementing a Culture of Improvement

In just five years, a start-up services company had grown 100-fold, from having only 120 employees to having more than 12,000 employees. The pressure was tremendous to develop a mechanism so that work that had previously been handled by one or two people could be completed accurately by multiple work groups across diverse geographies. Also, the industry was increasingly regulated, and the company needed to be confident that it could document its compliance and meet the required standards.

The challenge this company faced didn’t fall into the traditional ...

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