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 .................................................................................................