Process Defined

Michael Hammer1 defined process as "an organized group of related activities that together create a result of value to customers."


Each word in this definition is important:

  • A process is a group of activities, not just one. Value is created not by single activities, but by the entire process in which all these tasks merge in a systematic way for a clear purpose.

  • Activities are related and organized. They present a stream of relevant, interconnected activities that must be performed in sequence the right things in the right way to produce the desired outcome.

  • All the activities in the process work together toward a common goal. "People performing different steps of a process must all be aligned around a single purpose, instead of focusing on their individual tasks in isolation."1

  • Process are not ends in themselves. They have a purpose, they create and deliver  results that customers care about.

Create Customer Value: 10 Matsushita Lessons

Business Process

Howard Smith and Peter Fingar2 defined business as "the complete and dynamically coordinated set of collaborative and transactional activities that deliver value to customers."




  1. Agenda, Michael Hammer

  2. Business Process Management: The Third Wave, Howard Smith and Peter Fingar