At last, a simple, well-written survey of process mapping, process improvement, and process management that will help you transform your organization into a world-class competitor. Author Dan Madison explains the evolution of work management styles, from traditional to process-focused, and introduces the tools of process mapping, the roles and responsibilities of everyone in the organization, and a logical ten-step redesign methodology. Thirty-eight design principles allow readers to custom-f...

This is the No. 1 bestselling book on process mapping, process improvement, and process management. It will help you transform your organization into a world-class competitor. Author Dan Madison explains the evolution of work management styles, from traditional to process-focused, and introduces the tools of process mapping, the roles and responsibilities of everyone in the organization, and a logical ten-step redesign methodology. Thirty-eight design principles allow readers to custom-fit...

Praise for Business Process MappingIMPROVING Customer SatisfactionSECOND EDITION"A must-read for anyone performing business process mapping! This treasure shares step-by-step approaches and critical success factors, based on years of practical, customer-focused experience. A real winner!"-Timothy R. Holmes, CPA, former General Auditor, American Red Cross"Paulette and Mike make extensive use of anecdotes...