Process-based management: Introduction

Learn to use process-based management (PBM) to enhance customer service and value. In this section you will find a four-document series that will help your organization increase its efficiency without sacrificing customers’ needs.

Is your organization struggling to cut costs without impacting customer service? Learn how PBM can increase organizational effectiveness and reduce the risk of losing customers to competitors.

In this four-document series, you will find:

  • an overview of PBM
  • guidance on the four phases of implementing PBM

Learn how process-based management (PBM) is used to enhance customer service and value. Help your organization become more efficient without sacrificing customers’ needs.

Implement part — or all — of the four phases of process-based management (PBM) within your organization. This document outlines the important steps to follow when implementing PBM.

This is one of two available teaching cases on process-based management (PBM). In this example, you will follow the real-life journey of an electric utility company as it implements PBM.

This is one of two available case studies on process based management (PBM). In this example, you will follow the real-life journey of a paper distribution organization as it implements PBM.

Highlights

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