Business Process Management and the Balanced Scorecard
Using Processes as Strategic Drivers
Chapter One
A WORLD OF CHANGE
What is the most important ingredient for the success of an organization?
If a typical executive is asked what makes his/her company great, the
likely response will be one of the following:
"We are more profitable than our competitors"
"We have strong relationships with our customers"
"Our people are the best in the industry"
Very rarely will an executive lead off the discussion of greatness by
describing process performance. Yet, ironically, process performance
has become perhaps the most critical driver of organizational success in
the 2000's. A high-performing organization in today's marketplace
must not only understand how to identify and correct its process weaknesses
(an age old practice), but it must also be able to leverage process
strengths and opportunities for strategic advantage.
The fact that processes are so crucial to future success is an interesting
phenome ... read full excerpt from Business Process Management and the Balanced Scorecard: Using Processes as Strategic Drivers ebook
