The success of any organization largely depends on how clearly its business processes are structured. After all, if order fulfillment times increase, if quality decreases, if customers are dissatisfied, the problem can most likely be solved by paying attention to the organization of business processes. This book, written by experts at Harvard University, explains exactly how to improve business processes: how to identify signs of a problem; how to define the scope, goals and timetable for change; how to attract the necessary resources; how to cultivate process-oriented thinking among employees and much more. The proposed set of tools will allow managers to increase the efficiency of both a department or division, and the entire organization.