ABSTRACT
One reliable measure of a company's ability to attain such benefits is the satisfaction of both its internal clients (the buyers of its goods and services) as well as the external ones (the employees tasked with carrying out successive interlinked processes). As of late, process-based approach lies at the heart of advanced management systems. The structure of such systems must incorporate those components of the work environment recognized as process distortions. The intensity of such distortion bears on process effectiveness and, as a consequence, on the company's competitive position.
