In this chapter, we want to consider how the management of a specific business process
affects the performance of the process. In Chapter 5, we discussed some of the issues that
companies face in organizing process management; in Chapter 6, we considered some
of the enterprise issues faced by companies trying to organize a corporate performance
measurement system. Here, our focus is much narrower. In Chapter 10, when we talked
about the kinds of problems analysts find when they try to improve specific activities,
we described several problems that derived from the way supervisors and local managers interacted with employees trying to accomplish specific activities. Here, we want to
consider how a business process redesign team might go about analyzing how a specific
business process is managed and what changes they might recommend to improve the
specific process.