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Mapping Workflows and Managing Knowledge by John L. Kmetz

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Chapter 1

Workflow MappingFundamentals

Introduction

This chapter is designed to help those who need to do workflow mapping and analysis (WFMA) of their business processes immediately. Chapter 1 covers the fundamentals of workflow mapping, and Chapter 2 covers the analysis of data obtained from workflow maps. Chapter 3 provides some guidelines for implementation of WFMA in different organizational circumstances.

Understanding its processes is fundamental for any organization to achieve its goals, no matter what they are. The highest-level process might be thought of as the “business model,” and being able to understand and control that is of paramount importance. Consider the case of Blockbuster Video, the literal textbook success story of the ...

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