Fully revised to align with the 2007 edition of the Business Excellence Framework (BEF). A self assessment workbook that shows how the BEF can be used to provide an understanding of process management. However an organisation is structured, customers' impressions arise from processes that transcend its departments and divisions. Every process and its outputs - products, delivery, maintenance etc, has its own customers with their own needs and expectations. The key is to organise process development so as to maximise process quality and efficiency and develop the capabilities needed at a speed that is competitive. Incorporates 32 probing questions and contrasting pairs of examples that will help you compare your management approach to the process management model. Jointly published by SAI Global Ltd and Oy Benchmarking Ltd.

GB 014.5-2012