Process Diagram ........................................................................................................................
Products Versus Services ..........................................................................................................
Defining Operations....................................................................................................................
Process Operations Mapping .....................................................................................................
Defining the Customer ...............................................................................................................
Customers in the Supply Chain .................................................................................................
Content of Customer Wants and Needs ...................................................................................
Scope of Process Management .................................................................................................
The Organization as a Network of Functional Processes.........................................................
The Process-Driven Organization ..............................................................................................
Team-Based Process Networking ..............................................................................................
Strategic Impact of Processes and Operations........................................................................
The Four “Vs” of Processes .......................................................................................................
The Four Processes “Vs” – Typology.........................................................................................
Review, Terms, Discussion Questions, Exercises.....................................................................
Terms Check ...............................................................................................................................
Performance Check – Answers and Test Documents..............................................................
Discussion Questions .................................................................................................................
Case Study ..................................................................................................................................
Suggested Additional Readings .................................................................................................