This book shouldnt be unusual, but it is. It should have been written a long time ago, but it wasnt. All books on business process management should be similar to it, but they arent. Books that purport to tell people in organizations how to do something should be this clear, but they seldom are. Process management should have already been demystified, but it hasnt been. Whats exceptional about the book is its extraordinary common sense. Tom Davenport Professor and Director of Research Babson Executive Education, Babson College

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