Process Management -- Reading and assessment instructions -- Contents -- Introduction -- Purpose of the book -- What does self-assessment mean for an organisation? -- What can you gain? -- The Business Excellence Framework -- Assessment criteria and sub-criteria -- Assessment instructions -- You can learn from those who have better or just different ways of working -- Why Process Management? -- 1.Leadership -- 2.Strategy and Planning -- 3.Information and Knowledge -- 4.People -- 5.Customers and other Stakeholders -- 6.Process Management, Improvement and Innovation -- 7.Results and Sustainable Performance through Process Management -- About the Author -- Development training -- ChangeManager Pro Products.