Executive Summary (This is a document excerpt)

Improving business processes — whether manual or automated — requires the active participation and buy-in of employees and managers at many different levels within an enterprise. Business analysts and business architects often focus their energies on modeling and automating the business process while overlooking the obvious: facilitating positive changes in people's work practices, behaviors, and interactions. Our recent interview with a business change management practitioner with 20 years of experience provides practical advice for combining change management practices with business process improvement projects. This discussion crystallizes many peer practices and lessons learned, including how to conduct effective group interviews, get quick wins, use an iterative approach, and identify and understand exceptions within business processes.

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