TITLE -- COPYRIGHT -- ABOUT THE AUTHORS -- CONTENTS -- INTRODUCTION -- PART I What Is Process Improvement? -- THE CONCEPT IS SIMPLE! -- Why Not Always Use Process Reengineering if the Payoff Is Higher? -- Process versus Task -- HOW PROCESS IMPROVEMENT FITS IN WITH OTHER WAYS TO IMPROVE -- What...

Purpose – A common difficulty for an information technology (IT) department is to focus resources (people) where they can deliver the greatest benefit for the efforts made. It sometimes happens that a bias develops where some departments insist that their projects are more critical than others...