Chapter Four

Practice Makes Process

A company must continue to focus on its processes so that they stay attuned to the needs of the changing business environment. . . .A process-centered organization must strive for ongoing process improvement. To accomplish this, the company must actively manage its processes. Indeed, we can now see that the heart of managing a business is managing its processes: assuring that they are performing up to their potential, looking for opportunities to make them better, and translating these opportunities into realities.

—Michael Hammer, Beyond Reengineering1

By the late 1980S the cumulative effects of the productivity paradox, the dramatic changes fostered by information technology, the general slowdown in the ...

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