102 THE ROI OF HUMAN CAPITAL
idea of the value of the human effort, you have to convert
the problem to cost increase or decrease and ask what the
human component is. Sometimes it is very specific and
clearly attributable to an investment in human capital. At
other times, it is a combination of human and structural
capital investments. Either way, the process value analysis
method makes clear the visible, measurable values.
Summary
Organizations are collections of processes. Processes run
across business units, making for a complex management
problem. Because they are so pervasive and complex, we
might need to view them in a different light to find better
ways to manage them. Peter Keen, author of The Process
Edge, offers us such a perspective when he talks ...