Process Management for the Extended Enterprise

One: Principles and Methods.- 1. Fundamentals of Process Management and Business Process Reengineering.- 1.1 Process Management at the Origin of Customer Satisfaction.- 1.2 The Basic Concepts of "Internal Supplier / Customer" and "Process Ownership".- 1.3 Importance of Objectives and Consequences on Performance Measurement.- 1.4 From Process Management to Business Process Reengineering.- 1.5 Process Management and ISO 9000:2000 Quality Standards.- 2. Methodology for Process Management Design & Implementation.- 2.1 Content and Deployment of the Methodology.- 2.2 The Main Processes in a Company.- 2.3 Process Management and Information & Communication Technologies (ICT).- 2.4 Techniques and Software Packages for Process Data Management & Representation.- 3. Knowledge Management in Enterprise Networks.- 3.1 Foundations of Knowledge Management.- 3.2 Knowledge, Competencies and Process Management.- 3.3 Process Management and Enterprise Networks: The Extended Management of Knowledge.- 3.4 Organizational and ICT Networks: The Extended Enterprise.- Two: The BPR Project and the Processes.- 4 The Business Process Reengineering Project: A Successful Case Study.- 4.1 A Product-Oriented Company Opts to Become Customer-Oriented.- 4.2 Basic Principles of the Reorganisation Carried out in Snaidero R. S.p.A.- 4.3 New Methods and Tools Supporting the Customer-Oriented Company.- 4.4 BPR Project Phases in Snaidero R. S.p.A.- 4.5 Main Difficulties and Immediate BPR Benefits.- 5. The Business Development and Sales-Service Processes.- 5.1 Business Development.- 5.2 Marketing Strategy and Product Portfolio Definition.- 5.3 Product Input/Output Impact Evaluation.- 5.4 Design & New Product Development.- 5.5 Sales and Service.- 6. The Supply Chain Processes.- 6.1 Supply Chain.- 6.2 Logistics.- 6.3 Relationships with Suppliers.- 6.4 Manufacturing.- 6.5 Quality.- 6.6 Plants & Safety and Technology & Investments.- 7. The Directive and Support Processes.- 7.1 Strategic