Managing Information about Processes
研究了领先企业如何管理业务流程信息，通过对20家企业的访谈和一家先进企业的案例，提出有效管理流程绩效信息是流程改进的关键，并给出了管理流程信息的流程模型。
:This study addresses the issue of how leading firms manage information about their business processes. The researchers interviewed twenty firms, many of which were Baldrige quality award winners, and conducted a detailed case study of one firm particularly advanced in process management. The paper suggests that a key aspect of success in process improvement is effective management of information about process performance, even independent of information technology. The concept of double-loop learning is applied to process information. A process model of how to manage process information is advanced, with many examples from interviews of leading practices. Challenges in moving toward increased use of process information are also described.