Business Process Transformation

Chapter 1: Introduction.- Chapter 2: Transformation Program, Triggers, Goals, Tools & Techniques.- Chapter 3: Culture and Communication.- Chapter 4: Success Factors.- Chapter 5: Process Modeling.- Chapter 6: Change Management.- Chapter 7: Managed Services - A Case of process Transformation?.- Chapter 8: Recapitulation and Application of 'The Process Tangram'.

Chitra Sharma is an experienced ICT, Change and Process Management Professional. She has worked in Europe and India for over 17 years which allows her to uniquely blend the East with West. She holds a Master's degree in Business Process Management and Information Technology from Open University, The Netherlands & and M.B.A. from FMS Udaipur, India. She is trained on frameworks and methodologies such as CMMI, RUP, ITIL, ASL, Six Sigma and PRINCE 2. The book also contains contributions from Bruno Schenk.

Bruno Schenk is a born change and business leader with the ability to inspire others in making their goals a success. He travelled and explored more than 55 countries, worked for a long or short period in more than 20 countries till to date - while learning cultures, the different ways of working, habits, values and simply the local people and market, developed his global understanding and interest. Mr. Schenk has gained a comprehensive experience in his professional and educational career to date. He served at various global top listed companies as President, Managing Director, General Manager, COO&CTO, Executive Consultant, Analyst, Project Manager and Board Member. Transitioned more than +10'000 people from Operators to Service Providers and Transformed business, by creating sustainability and change readiness, engaging with customers and employees needs are just some key characteristics of his accomplishments. His education started with technical background, completed with business, management, economic and information technologies diplomas, an EMBA and lately he successfully graduated Harvard Business School's top executive program Advanced Management Program (AMP181). He likes to stimulate knowledge, shares his extensively and mentors people in taking their next steps.

In his private time he likes to go "off track" and loves to hike, climb, bike and have good time with his wife and friends. Bruno