Process creation refers to the installation of an entirely new process with the objective of meeting customer and financial objectives. Chemical Bank, for example, identified three new internal processes: understanding customer segments, developing new products, and crossselling the product line.5 These new internal processes were viewed as critical by the bank’s management for improving the customer and profit mix and creating an enabled organization. It should be mentioned that process creation does not mean that the process has to be original to the organization. It means that it is new to the organization. For example, developing new products is a process common to many organizations but evidently was new to Chemical Bank.