Operations Management: Processes and Supply Chains, 12th Edition

A Process View

You might wonder why we begin by looking at processes rather than at departments or even the firm. The reason is that a process view of the firm provides a much more relevant picture of the way firms actually work. Departments typically have their own set of objectives, a set of resources with capabilities to achieve those objectives, and managers and employees responsible for performance. Some processes, such as billing, may be so specific that they are contained wholly within a single department, such as accounting.

The concept of a process, however, can be much broader. A process can have its own set of objectives, involve a work flow that cuts across departmental boundaries, and require resources from several departments. ...