Page, a business process improvement specialist who works for an entertainment company and has consulted in the computer, banking, health management, and entertainment industries, delineates 10 steps in a pragmatic business process improvement approach meant to increase effectiveness, efficiency, and adaptability. She describes how to develop the process inventory; establish the foundation for the process improvement work; draw and verify the process map; estimate time and cost; apply improvement techniques; create internal controls, tools, and metrics; test and rework; implement the change; and drive continuous improvement. A chapter on gaining recognition for one's work by writing an executive summary, in addition to case studies on training and development and a recruitment process, end the book. This edition has a new chapter on the importance of business process management in relation to business process improvement, with comparisons to other improvement tools like Six Sigma and Lean. It includes discussions of new software tools, a revised chapter on testing based on readers' questions, and new quizzes and tools at the end of each chapter. Annotation ©2016 Ringgold, Inc., Portland, OR (protoview.com)