Chapter 3: Conversations for Action and Workflow

We can look at the workflow as a simple transaction between two parties—the customer and the performer. It constitutes the basic unit in a network of workflows that we call a business process. All action that happens in business starts with either an offer by a performer or a request by a customer somewhere in this network. Taking the example of the development of new business, we could identify a business process with the following loops:

  • Make new service offer to residential customers.
  • Invent and design new service offers.
  • Prepare report on status of new business development.
  • Make presentation of business case to vice president for approval.
  • Develop and implement new service offer.
  • Test customer satisfaction regarding the new service offer.

This essay also describes three types of business processes—material, information and business.

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