ABSTRACT
This chapter represents the starting point of a journey. The purpose of this journey comes about in many different forms. Many times, the journey begins in a moment of inspiration. An executive or manager has made a connection between process improvement and technology. Knowing that you have a journey in mind is helpful, but, that is not always clear. In fact, business process automation is not always desirable or necessary. Automating processes that should not exist in the first place does not improve business performance. Nor does automation alone improve bad processes and business performance.
