ABSTRACT
Design is not just what it looks like and feels like. Design is how it works.
—Steve Jobs
is chapter presents an operational de•nition of the phrase business process improvement (BPI) and describes the overall methodology for conducting a BPI project. De•nitions remove barriers and level expectations so that all stakeholders are engaged in the same manner during the project. e chapter provides the road map explaining the journey that the BPI team will take and identi•es signi•cant landmarks along the way.
