Chapter 4

Knowing What We Know

Knowledge and Information: The Framework

The first three chapters of this book give the “nuts and bolts” of process mapping for those who need to get going with a quick start. Chapters 4 and 5 develop matters underlying process mapping, which turns out to be somewhat more complex than first meets the eye. Why do we have so many variations on the way a workflow might be correctly mapped, and why do these variations arise in the first place? These and other questions lie beneath the surface of what we know and do if we want to correctly map a workflow process.

This entire book is about organizations and understanding how they work. A fundamental idea that we have introduced is that of a “process” because everything ...

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