Paula Berman, author of Successful Business Process Management: What You Need to Know to Get Results, has worked with quality systems and companies of all sizes and industry ranges. Berman explains the difference between a process and a procedure, the key components needed in a procedure, and why it is so important for companies to document these processes. She also discusses the significance of a process system as well as how to - and how not to - effectively organize one. Finally, Berman gives us four key stages needed to keep the process improvements without lapsing back and losing any efficiency gain.
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