Mastering your organization's processes : a plain guide to business process management

Understanding and improving your organization's business processes is vital in today's economy. Using non-technical language, this book describes the importance of these processes and the internal and external forces that shape them. It then explains the kinds of computer software available for improving and managing business processes in a flexible way. Detailed case studies illustrate that successful process management depends on attention to the human, organizational and financial factors involved, as well as the strategic implications. Finally, the book gives even-handed guidance on what to look for in Business Process Management software and discusses current technical trends. With many clear diagrams and footnotes throughout, a glossary of terms and suggestions on further reading, the book enables the non-specialist reader to take a broad and informed view of business processes, free from technical imperatives. Ideal for non-technical managers, this book will also appeal to MBA and business studies students.

Foreword

Introduction

Plan of the book

Prologue

1 A gentle introduction to systems and processes

2 Business processes and their management

Case study 1 Canton of Zug

3 The job BPM software is there to do

Case study 2 DVLA

4 The systems of an organization

Case study 3 International Truck and Engine Corporation

5 Looking outside the organization

Case study 4 Matav (the Hungarian Telecommunications Company)

6 Organizations, people and systems

Case study 5 Morse Group Ltd

7 The business return on Business Process Management

Case study 6 POSCO

8 Corporate strategies and approaches for Business Process Management; BPM musings

Case study 7 Rabofacet

9 What to look for in a product

Case study 8 Sonae Distribuicao Brasil

Appendix. A short history of process management

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Summary

Summary

Table of Contents