Business Process Management.pdf

Business Process Management

To our families

Yvonne, Brittany, Connor, Cassie and Kurt

and

Sandra, Angelique and Mystique

Without the support and inspiration of our families this would not have been possible;

we know it has been tough at times, your understanding will never be forgotten. Thank you.

We will now endeavor to make up the time we have lost with you.

John and Johan

Business Process Management

Practical Guidelines to Successful

Implementations

John Jeston and Johan Nelis

A MSTERDAM B OSTON H EIDELBERG L ONDON N EW Y ORK O XFORD

P ARIS S AN D IEGO S AN F RANCISCO S INGAPORE S YDNEY T OKYO

B UTTERWORTH -H EINEMANN IS AN IMPRINT OF E LSEVIER

iii

Butterworth-Heinemann is an imprint of Elsevier

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First edition 2006

The right of John Jeston and Johan Nelis to be identified as the authors of this work has been asserted in

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No responsibility is assumed by the publisher for any injury and/or damage to persons or property as a mat-

ter of products liability, negligence or otherwise, or from any use or operation of any methods, products,

instructions or ideas contained in the material herein. Because of rapid advances in the medical sciences, in

particular, independent verification of diagnoses and drug dosages should be made

British Library Cataloguing in Publication Data

A catalogue record for this book is available from the British Library

Library of Congress Cataloging-in-Publication Data

A catalog record for this book is availabe from the Library of Congress

ISBN-13: 978-0-7506-6921-4

ISBN-10: 0-7506-6921-7

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