Business process management-maintaining control in an environmentof rapid change

摘要

This paper describes the practical manner by which the EuropeanFoundation for Quality Management Business Excellence Model was used asa basis for a Management System Review (MSR2) at the RadioInfrastructure Division of Nortel Ltd. The methodology employed hasproved to be valuable to the business in three major respects: 1) itstimulates discussion between functions thereby helping to removebarriers and promote teamwork; 2) the resulting networked, paperlessbusiness management system is available to all employees, is easy to useand does not need a bureaucratic document change procedure; and 3)having identified the business processes, management has assignedownership to them and are able to target more effectively those thatimpact on the business operating objectives