Potential pitfalls on the road to a process‐managed organization (PMO), Part 1: The organization as system lens

Process design and improvement over the past 20 years have yielded great gains in customer satisfaction and cost containment in organizations throughout the world. This article presents what we call the Organizations as a Systems Lens. It provides a way of looking at organizations essential to being process centered. We present a powerful framework called the Processing System Hierarchy, which makes it quite clear what must be done to successfully travel the road to the process‐managed organization.