Books and Articles

Click on the title of the book or article to be directed to a website where it can be purchased or to view a detailed pdf.

Bringing People, Processes and the Workplace Together to Create High Performing Work Environments

Assessing the Student Experience from College Entry To College Exit as Part of the NCA/AQIP and Baldrige-driven Self-Study

The New Frontier of Business Process Management—Managing the Human Side

Using Workflow to Improve Delivery Quality and Resident Satisfaction Scores

Document Flow ROI

Distraction Free Work

Human Interactions: The Heart and Soul of Business Process Management		Baldrige Criteria for Performance Excellence & Forms
Disproving Widespread Myths about Workplace Design		Escaping From the Box: Using a New Process Model to Support Participation and Improve Coordination Using the Methods of Fernando Flores
In Search of BPM Excellence		Say "Hello" to Your Inner Customer (If No One Answers, You're in Deep Trouble)