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. https://doi.org/10.1108/09604529610149239Download as .RIS
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