Introduction to the fourth edition
Layout of this book
Part I Frequently asked questions
Chapter 1What is business process management?
Chapter 2 How can we demystify business process management?
Chapter 3 Who should be involved in BPM and what are the critical success factors?
Chapter 4 When should you do BPM - what are the main drivers and triggers?
Chapter 5 How should we start BPM - bottom-up or top-down?
Chapter 6 Why is it important to improve business processes before automating them?
Chapter 7 What are the technology components of BPM?
Chapter 8 Should you be customer-centric?
Chapter 9 Why is determining BPM foundations a critical first step?
Chapter 10 Why do you need a structured approach to implementing BPM?
Chapter 11 Typical common approach pitfalls
Part II BPM - how do you do it?
Chapter 117FE Framework overview
Chapter 12 Guidelines on how to use the 7FE Framework
Chapter 13 Foundations phase
Chapter 14 Enablement phase
Chapter 15 Launch pad phase
Chapter 16 Understand phase
Chapter 17 Innovate phase
Chapter 18 People phase
Chapter 19 Develop phase
Chapter 20 Implement phase
Chapter 21 Realize value phase
Chapter 22 Sustainable performance phase
Chapter 23 Essentials Introduction
Chapter 24 Project management
Chapter 25 People change management
Chapter 26 Leadership
Chapter 27 Embedding BPM in the organization
Part III Case studies and BPM maturity
Chapter 28 Case studies from the USA, Asia and Europe
Chapter 29 BPMM model
GlossaryReferences and bibliography
John Jeston has over 40 years' experience in senior executive and consulting positions. He runs an international consultancy, Management By Process Pty Ltd.