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""…we talk about technology and get excited about it, but changing processes is the only way to get productivity … so I think you've got to align with people who can help you with process and cultural change because those will trip you up or prevent you from getting the technology benefits"."

Business is about process, typically starting with a customer calling, then proceeding through a sequence of tasks and activities ending with the delivery of some value.

BPM (Business Process Management) has been a hot item over the past years. Still, most of the basic concepts of BPM have their roots in production and supply chain environments where repetitive, standardised processes prevail. Unfortunately, today's business environment has evolved towards a networked knowledge economy where processes exhibit far greater complexity and variability. This briefing is a pleading for a more interaction-focused BPM approach.