Business process change : a manager's guide to improving, redesigning, and automating processes / Paul Harmon ; [foreword by Geary Rummler]Business process change : a guide for business managers and BPM and Six Sigma professionals / Paul Harmon ; forew. by Tom DavenportBusiness process change : a guide for business managers and BPM and Six Sigma professionals / Paul Harmon and Tom Davenport