Business Process Management: Need for Business Process Management and Its Implications on Employees and Management

Due to increasing competition in this complex business world , quality and customer service becomes a vital element. Achieving cost-efficiency through strict governing practices has become important for survival. It calls for the need to align all the processes with the vision and objectives of the organization. For achieving objectives it is essential to record, evaluate and control performance making introduction of monitoring for quality and control for achieving service levels. It is the presence, efficiency and effectiveness of these processes that enable organizations to reach and exceed their goals while differentiating them within a fiercely competitive market. It is imperative to identify the reasons to assess the implications of implementation of such systems [Business Process Management System] on employees and the management. However,it is crucial to take into consideration the impact deployment will have on the employees. This book is an attempt to study the implications of business process management system in a strategic business unit of a customer relationship management firm.