Beyond Reengineering

"The revolution that has destroyed the traditional corporation began with efforts to improve it."

"The customer sees only the company's products and services, all of which are produced by its processes."

"A rule of thumb is that if it doesn't make three people angry, it isn't a process."

"The new professional worker recaptures the autonomy of the pre-industrial artisan, but in a market-focused entrepreneurial environment."

"Process-centered environments allow workers to concentrate on substantive work that capitalizes on their imagination and resourcefulness."

"All professionals, no matter what their specific role, must understand customers so that they know how their own work contributes to meeting customer needs."

"Success in any profession has three prerequisites: knowledge, perspective, and attitude."

"It is fundamentally degrading when one person's compensation depends primarily on another person's opinion."

"Organizations of professionals use very few titles."

"It will be an exciting, fulfilling, and rewarding world for those of today's workers who become professionals."

"Two basic questions should underlie any serious consideration of the nature of management."

"We equate the term process owner with someone whose responsibility is to address and fix a process's performance problems; we see the role as permanent and vital."

"The process owner should be a guide and a facilitator, not the boss."

"A company exists to create customer value. Everything a company does must be directed to this end."

"On the process team's roster, your name is written in pencil because the assignment is probably?in fact, almost certainly?not a permanent one. "

"Process centering redefines the concept of "what a company does" to mean the processes it performs rather than the goods and services it produces."

"Learning involves more than the acquisition of knowledge and information. It also requires discussion and debate, the crucible in which flashes of insight are born and developed."

"We need measures of corporate heart and soul, ways to determine if the company has the ability to ensure its own renewal. To that end, I offer the following five key themes."