This book provides a blueprint of how to develop a discipline for process management that applies to any type of orientation. As the economy moves toward a services orientation, companies are struggling with how to improve their offerings. Process management is a key component of the services that companies provide, and author Sue Conger has written a helpful tool to learn more of this key component now helping companies around the world. This book has three main parts: mapping, improvement, and error-proofing and metrics. In the first part-mapping-the reader will learn how to map a process so that the map is immediately understandable for identifying the roles, work steps, and automation support used in process delivery. The second part improvement-provides a series of techniques for defining, prioritizing, and analyzing problems from several perspectives. The9780817643065