Chapter 4

Process Management

We haven’t got the money so we’ve got to think.

—Lord Rutherford (Nobel Prize winner; famous for splitting the atom)

You might have the money, but you still have to think hard when it comes to managing processes properly. Processes are where the rubber meets the road, so far as service delivery and making—or not making—money is concerned. These are the activities that the organization performs to provide the service or product that affect revenue streams as well as how resources are consumed. There are three basic concerns with managing processes:

  1. The relationships among processes and the order in which the services and products flow
  2. The rate or “throughput” at which services and products are provided to customers ...

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