BUSINESS PROCESS MANAGEMENT.

Abstract

A description is given of results achieved by applying proven quality methodologies to multidisciplinary, cross-functional white-collar-business processes. A business process management approach is described with emphasis on requirements and measurements. Requirements of a business process must be set in such a manner that continual improvement is not inhibited. Process measurements are discussed in terms of understanding the causes of variability. A case study describes the work done on a business process resulting in improved performance as viewed by the customer and increased process productivity.