Since the influential first edition of this volume, many more organizations have become familiar with and are using systematic improvement approaches such as Six Sigma or Lean, frameworks like the Capability Maturity Model Integrated (CMMIA(R)), and the Balanced Scorecard (BSC). Thoroughly revised and updated to keep pace with new developments, this text explains how process maps and the processes they depict are often the foundation for all four of these approaches. What to Expect: 75 new graphics Four completely new chapters--one of which explains seven principles and 29 guidelines for improving the flow of knowledge work An integrated example to illustrate all three maps a " the author shows you how each map may be used to add to your knowledge by providing a different "view" of the same work