John Jeston has over 40 years’ experience in senior executive and consulting positions. He runs an international consultancy, Management By Process Pty Ltd.

"The author expertly projects enhanced and practicable frameworks and solutions updated with the latest analysis, risks, benefits, impact and developments in relation with process automation, relevant strategy and change in the workforce. This fifth edition is well supported by revised case studies." - Reza Mohammadi, MSc Programme Director at Heriot-Watt University, Edinburgh Campus"This text is a must for all business process improvement professionals, and is regularly opened in my process-related work for both public and private sector organisations. From early career to seasoned expert, this book’s theory and practical examples can add a string to anyone’s bow." - Declan Norrie (LLB, BSc(REM)), public sector legal and consulting advisor

• Part I. Frequently asked questions Chapter 1. What is business process management? Chapter 2. How can we demystify business process management? Chapter 3. Who should be involved in BPM, and the critical success factors Chapter 4. When should you do BPM – What are the main drivers and triggers? Chapter 5. How should you start BPM – Bottom-up or top-down? Chapter 6. Why is it important to improve business processes before automating them? Chapter 7. What are the technology components of BPM? Chapter 8. Should you be customer-centric? Chapter 9. Why is determining BPM foundations a critical first step? Chapter 10. Why do you need a structured approach to implementing BPM? Part II. BPM – How do you do it? Chapter 11. 7FE framework overview Chapter 12. Guidelines on how to use the 7FE framework Chapter 13. Foundations phase Chapter 14. Enablement phase Chapter 15. Launch phase Chapter 16. Understand phase Chapter 17. Innovate phase Chapter 18. People phase Chapter 19. Develop phase Chapter 20. Implement phase Chapter 21. Realize phase Chapter 22. Sustainability phase Chapter 23. Essentials introduction Chapter 24. Project management Chapter 25. People change management Chapter 26. Leadership Chapter 27. Organizational sustainability and performance management Part III. Introduction Chapter 28. Case studies from the USA, Asia and Europe Chapter 29. BPM maturity

John Jeston has over 40 years’ experience in senior executive and consulting positions. He runs an international consultancy, Management By Process Pty Ltd.

"The author expertly projects enhanced and practicable frameworks and solutions updated with the latest analysis, risks, benefits, impact and developments in relation with process automation, relevant strategy and change in the workforce. This fifth edition is well supported by revised case studies." - Reza Mohammadi, MSc Programme Director at Heriot-Watt University, Edinburgh Campus"This text is a must for all business process improvement professionals, and is regularly opened in my process-related work for both public and private sector organisations. From early career to seasoned expert, this book’s theory and practical examples can add a string to anyone’s bow." - Declan Norrie (LLB, BSc(REM)), public sector legal and consulting advisor

• Part I. Frequently asked questions Chapter 1. What is business process management? Chapter 2. How can we demystify business process management? Chapter 3. Who should be involved in BPM, and the critical success factors Chapter 4. When should you do BPM – What are the main drivers and triggers? Chapter 5. How should you start BPM – Bottom-up or top-down? Chapter 6. Why is it important to improve business processes before automating them? Chapter 7. What are the technology components of BPM? Chapter 8. Should you be customer-centric? Chapter 9. Why is determining BPM foundations a critical first step? Chapter 10. Why do you need a structured approach to implementing BPM? Part II. BPM – How do you do it? Chapter 11. 7FE framework overview Chapter 12. Guidelines on how to use the 7FE framework Chapter 13. Foundations phase Chapter 14. Enablement phase Chapter 15. Launch phase Chapter 16. Understand phase Chapter 17. Innovate phase Chapter 18. People phase Chapter 19. Develop phase Chapter 20. Implement phase Chapter 21. Realize phase Chapter 22. Sustainability phase Chapter 23. Essentials introduction Chapter 24. Project management Chapter 25. People change management Chapter 26. Leadership Chapter 27. Organizational sustainability and performance management Part III. Introduction Chapter 28. Case studies from the USA, Asia and Europe Chapter 29. BPM maturity

John Jeston has over 40 years’ experience in senior executive and consulting positions. He runs an international consultancy, Management By Process Pty Ltd.

"The author expertly projects enhanced and practicable frameworks and solutions updated with the latest analysis, risks, benefits, impact and developments in relation with process automation, relevant strategy and change in the workforce. This fifth edition is well supported by revised case studies." - Reza Mohammadi, MSc Programme Director at Heriot-Watt University, Edinburgh Campus"This text is a must for all business process improvement professionals, and is regularly opened in my process-related work for both public and private sector organisations. From early career to seasoned expert, this book’s theory and practical examples can add a string to anyone’s bow." - Declan Norrie (LLB, BSc(REM)), public sector legal and consulting advisor

• Part I. Frequently asked questions Chapter 1. What is business process management? Chapter 2. How can we demystify business process management? Chapter 3. Who should be involved in BPM, and the critical success factors Chapter 4. When should you do BPM – What are the main drivers and triggers? Chapter 5. How should you start BPM – Bottom-up or top-down? Chapter 6. Why is it important to improve business processes before automating them? Chapter 7. What are the technology components of BPM? Chapter 8. Should you be customer-centric? Chapter 9. Why is determining BPM foundations a critical first step? Chapter 10. Why do you need a structured approach to implementing BPM? Part II. BPM – How do you do it? Chapter 11. 7FE framework overview Chapter 12. Guidelines on how to use the 7FE framework Chapter 13. Foundations phase Chapter 14. Enablement phase Chapter 15. Launch phase Chapter 16. Understand phase Chapter 17. Innovate phase Chapter 18. People phase Chapter 19. Develop phase Chapter 20. Implement phase Chapter 21. Realize phase Chapter 22. Sustainability phase Chapter 23. Essentials introduction Chapter 24. Project management Chapter 25. People change management Chapter 26. Leadership Chapter 27. Organizational sustainability and performance management Part III. Introduction Chapter 28. Case studies from the USA, Asia and Europe Chapter 29. BPM maturity