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Title: Extremely useful book with the emergence of BPM
Review: This is a very useful book for anybody interested in designing and managing customer friendly services. The methodology that the author uses (unfortunately does not have a name) can easily be tweaked for manufacturing processes. With Business Process Management currenly gaining acceptance, this book would be a must. Specific comments include:1. Content on simulation is basic. The reader must do some additional reading outside this book to really start doing useful simulations.2. Replace flow charting conventions with more accepted and evolving conventions like IDEF, BPMN, UML 2.0 etc.3. Content on measuring performance is also basic. A reader must probably read some additional books on Balanced Scorecard or Dynamic Balanced Scorecard.4. Enhance these ideas with BPO related content.Please note that most of my specific comments are developments that have happened or are happening after this book was published.
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