Thinking of...

Printer-friendly versionPrinter-friendly version

'Rarely is the question asked, is our children learning?' (George Bushism) There are such things as stupid questions after all, but that isn't what you will find in this book.  'Successful people ask better questions, and as a result, they get better answers.' (Anthony Robbins) Thinking of...People-Centric Process Management? Ask the Smart Questions by Mark McGregor and Ian Gotts helps you think about and ask much better questions and gives you a greater chance of success when building proceses that are going to work for your people.


This is a topic that is close to my heart. I am a firm believer in engaging the people in solving problems and improving what is done. In a world where process seems to mean technology, this book offers a timely reminder of the pivotal role that our people play in real success. We have made huge strides here over the last year particularly in changing the culture to one where staff are much more engaged in the work and continuously looking for ways to improve and to eliminate wasteful activities. We've seen tremendous results in terms of efficiencies and service improvements. I would strongly recommend this book to anyone looking to improve their capability in process improvement or looking to drive real results from process improvement programmes.

Maurice Chadwick, Operations Director, Bank of Ireland 

Much of the literature on business process management coming from IT vendors and consulting firms is much to do about serving up answers.  But because every company and every situation is unique isn’t it time to ask questions first? McGregor and Gotts do just that and more; they provide the right questions that will guide you along the path to achieving meaningful business results from your process initiatives.

Peter Fingar, Former CIO, Professor and author 

For those with an interest in process management, make this one of the first books you read. The book’s central lesson – that deep interaction with people is essential to improve process performance – should not be forgotten. Although many analysts, vendors, and IT personnel enjoy discussing the range and sophistication of functionality in BPM technology, the authors remind us that all progress finally depends on human adoption. A process that uses a sharp stick to spear fish near shore is much more effective than a 60-foot fishing boat that cannot get out of dock for lack of a capable crew.

Jim Boots, Senior BPM Adviser, Chevron

Paperback:  168 pages
Publisher: Smart Questions (February 15, 2010)
ISBN-10: 1907453008
ISBN-13: 978-1907453007 

Copyright ©Forward Look Ltd 2010-2011. All rights reserved.