Bài giảng môn Quản trị kinh doanh - Chapter 5: Process measurement and analysis

Illustrate how all activities within an organization are actually processes that need to be managed.

Present the various measures of performance that can be used to evaluate a process.

Show how process analysis can provide managers with an in-depth understanding of how a process is performing, while at the same time identifying areas for improvement.

Present the concept of service blueprinting and illustrate how it is used to evaluate processes within a service environment.