Amazon.com Amazon.com Review (ISBN 0875845886, Hardcover)

Even a company that dramatically improves its efficiency and product quality can fail miserably. Peter G. W. Keen names this phenomenon the "process paradox," a modern industrial problem that he deconstructs and defeats in his book The Process Edge. The basis of business acumen is common sense, Keen reminds us, but it must be combined with a rigor that measures pure worth. Processes--not only in customer service and quality assurance, but in larger, abstract notions such as acquisition and cultural initiatives--need to be approached in this basic manner. Using a broad, multidisciplinary approach (Keen was an English literature major in college but has since taught management science at Stanford and MIT), he immerses the theory of business processes in an economic bath, refining previously overlooked processes and debunking "magical" ones. Methods that businesses institute, after proving advantageous, can still build in value, and then must be incorporated into the entire business strategy. Keen substantiates his points with real-life cases and examples, from Dell and IBM to Wal-Mart and Boeing. Managers who wish to examine their businesses holistically and within sound theory will appreciate The Process Edge, but it will prove most valuable to managers who need to enact change now.