Business process management-maintaining control in an environment of rapid change

This paper describes the practical manner by which the European Foundation for Quality Management Business Excellence Model was used as a basis for a Management System Review (MSR2) at the Radio Infrastructure Division of Nortel Ltd. The methodology employed has proved to be valuable to the business in three major respects: 1) it stimulates discussion between functions thereby helping to remove barriers and promote teamwork; 2) the resulting networked, paperless business management system is available to all employees, is easy to use and does not need a bureaucratic document change procedure; and 3) having identified the business processes, management has assigned ownership to them and are able to target more effectively those that impact on the business operating objectives