ABSTRACT
This chapter is aimed at those who want to understand and manage processes and details what the process approach is all about. It will interest, students, consultants, auditors, managers and most importantly top management who tend to opt for reorganization where performance is not good enough. It is an essential reading for those setting out to take a process approach to management and develop a process-based management system. More detail on this latter point can be found in Establishing a quality management system in Chapter 10, but first it is important for you to have an understanding of processes.
