Business Process Management, a huge bestseller, has helped thousands of leaders and BPM practitioners successfully implement BPM projects, enabling them to add measurable value to their organizations. The book’s runaway success can be attributed partly to its overview of all major useful frameworks (such as LEAN and Six Sigma) without over-investment in one over another, and a unique emphasis on BPM’s interrelationship with organizational management, culture and leadership—BPM is about people as much as processes. Its common-sense approach teaches how BPM must be well-integrated across an entire business if it’s to be successful: augmented and aligned with other management disciplines.

This highly anticipated third edition brings Jeston and Nelis’ practicable frameworks and solutions up-to-date with the latest developments in BPM, including the application of the frameworks to value-driven BPM.

This thoroughly revised and updated new edition includes:

• Enhanced pedagogy to help students learn and tutors use the book for their classes: now includes learning outcomes, chapter topics, learning objectives, highlighted key points, chapter summaries, critical discussion points and self-test questions

• New and revised case studies throughout

• New chapters on questions that have become more crucial since the second edition’s publication: How should we start—top-down or bottom-up? Should we be customercentric? How does BPM link to today’s most pertinent management and technology issues? What are the critical success factors?

• Due to popular demand, a new and expanded section on IT in BPM

• A brand new companion website including slides and assignment answers!


part |2 pages

Part I Frequently Asked Questions

chapter 1|7 pages

What is business process management?

chapter 7|14 pages

What are the technology components of BPM?

chapter 8|8 pages

Should we be customer-centric?

part |3 pages

Part II BPM—How Do You Do It? The 7FE Framework

chapter 11|21 pages

7FE Framework overview

chapter 12|14 pages

Guidelines on how to use the 7FE Framework

chapter 13|43 pages

Foundations phase

chapter 14|43 pages

Enablement phase

chapter 15|45 pages

Launch pad phase

chapter 16|37 pages

Understand phase

chapter 17|53 pages

Innovate phase

chapter 18|30 pages

People phase

chapter 19|28 pages

Develop phase

chapter 20|18 pages

Implement phase

chapter 21|20 pages

Realize value phase

chapter 22|16 pages

Sustainable performance phase

chapter 23|4 pages

Essentials introduction

chapter 24|28 pages

Project management

chapter 25|35 pages

People change management

chapter 26|17 pages


chapter 27|23 pages

Embedding BPM in the organization

part |2 pages

Part III Case Studies and BPM Maturity

chapter 28|27 pages

Case studies from the USA, Asia and Europe

chapter 29|17 pages

BPM maturity model