Mastering Your Organization's Processes : A Plain Guide to Business Process Management

Foreword ix Richard holway robin milner Preface xi Acknowledgements xiv Prologue: Olympic results xvii A gentle introduction to systems and processes 1(18) Business processes and their management 19(23) Case study 1 Canton of Zug 36(6) The job BPM software is there to do 42(36) Case study 2 DVLA 70(8) The systems of an organization 78(26) Case study 3 International Truck and Engine Corporation 95(9) Looking outside the organization 104(22) Case study 4 Matav (The Hungarian Telecommunications Company) 118(8) Organizations, people and systems 126(34) Case study 5 Morse Group Ltd 154(6) The business return on BPM 160(31) Case study 6 POSCO 183(8) Corporate strategies and approaches for BPM 191(26) Case study 7 Rabofacet 210(7) What to look for in a BPM product 217(28) Case study 8 Sonae Distribuicao Brasil 236(9) Appendix: a short history of process management 245(4) Glossary 249(8) Suggested reading 257(4) References 261(3) Index 264