Abstract
Process management can be considered by all means a powerful catalyst for programmes aimed at customer satisfaction. It has in fact been designed to overcome problems related to the rigid structure of function-based organisations, where the different units and departments often have discordant performance goals. Consequently, it is easier to co-ordinate all efforts to pursue contemporaneously the variety of performances required by the current competitive world.
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Tonchia, S. (2004). Fundamentals of Process Management and Business Process Reengineering. In: Process Management for the Extended Enterprise. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-17051-5_2
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