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INSTITUT TADBIRAN AWAM NEGARA |
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2. The Business Process Perspective |
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This perspective refers to internal
business processes. Metrics based on this perspective allow the
managers to know how well their business is running, and whether its
products and services conform to customer requirements (the
mission). These metrics have to be carefully designed by those who
know these processes most intimately; with our unique missions these
are not something that can be developed by outside consultants. In addition to the strategic management process, two kinds of business processes may be identified: a) mission-oriented processes, and b) support processes. Mission-oriented processes are the special functions of government offices, and many unique problems are encountered in these processes. The support processes are more repetitive in nature, and hence easier to measure and benchmark using generic metrics. |
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