Chapter 1Introduction

When designed properly, process programs can drive the business forward by operationalizing the mission and goals of the organization. It can serve to articulate—through structured expectations—the organization’s goals, placing importance on processes that help the organization achieve these goals.John Cline, CEO of eTrials, Inc. Data management for clinical drug trials

A few years back I was consulting with a company called Impetus [1]in a northwest suburb of Atlanta. Impetus produced asset management software for manufacturers in capital-intensive industries: oil refineries, power plants, pulp and paper mills, and so on. I was brought in to help establish a process management program based on CMMI. The company was ...

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