Abstract
Designing and managing work on an end-to-end basis represents a major departure
for most organizations, but one that leads to dramatic performance improvements
as well as enhanced strategic capabilities. We will begin by reviewing a number
of examples of process-based operational innovation, across a variety of
industries and process types, and the benefits they delivered. We will then
explore the implications of process-based operations for managerial roles,
metrics, and information systems, and identify the critical issues associated
with making the transition to process. The overall goal of the talk is to set a
background for a discussion of how the process approach to operations might be
incorporated into the MBA curriculum.