Principles of business process management

Colin Armistead (Professor of Operations Strategy and Management and Head of the Strategy, Operations and Decision Making Department in the Business School at Bournemouth University. He also holds the Royal Mail Chair of Business Performance Improvement)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Publication date: 1 December 1996


Looks at the problems organizations face in moving from a functionally‐based structure to one that is business process‐based. Notes the drivers that demand change, such as the need for simultaneous improvement of customer focus, responsiveness and lead time and cost reductions. Based on research, presents and discusses in detail ten principles for managing business processes. Cautions that success in managing by process is not guaranteed and requires experimentation, but claims that large pay‐offs can be achieved over time.



Armistead, C. (1996), "Principles of business process management", Managing Service Quality: An International Journal, Vol. 6 No. 6, pp. 48-52.

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Copyright © 1996, MCB UP Limited

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