lFocus of the process view
èAdaptation to change
èProcess workflow
lNature of the organization
èEmphasis on customer
èDecentralized decision-making
èEmphasis on horizontal relationships
“Taking a process approach implies taking the customer
point of view, since processes are the means by which an organization does what is
necessary
to produce value for its customers.”
(Davenport, 1993, 7)
(Davenport, 1993, 7)
This is the organizational model on which
continuous quality improvement is based.
continuous quality improvement is based.
Two Perspectives on Organizations
Traditional View versus Process View