Process Management Exellence Criteria -- Reading and assessment instructions -- Contents -- Introduction -- Purpose of the book -- What does self-assessment mean for an organisation? -- What can you gain? -- Fundamental Concepts of Excellence - 2013 -- 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 -- 3.People -- 4.Partnerships and Resourc -- 5.Processes, products and serv -- 6.Customer Results through Process Management -- 7.People Results through Process Managemen -- 8.Society Results through Process Management -- 9.Business Results through Process Management -- EFQM Scoring Summary Sheet -- About the Authors -- Development training -- ChangeManager Pro Products.