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Harmon on BPM: Trouble at Starbucks

Blog: BPTrends - Harmon on BPM

Paul opines that a good process analyst must be the master of a number of different disciplines, including defining flows, identifying decision points, and determining the effects of defective environments, people or technologies that are integral to the operations of the organization. This month, Paul focuses on people problems such as those recently experienced at Starbucks – specifically, on thinking clearly about what’s involved in getting human performers to properly apply the company policies appropriately to the situations at hand.

Author information

Paul Harmon

Paul Harmon

Executive Editor and Founder, Business Process Trends
In addition to his role as Executive Editor and Founder of Business Process Trends, Paul Harmon is Chief Consultant and Founder of Enterprise Alignment, a professional services company providing educational and consulting services to managers interested in understanding and implementing business process change.

Paul is a noted consultant, author and analyst concerned with applying new technologies to real-world business problems. He is the author of Business Process Change: A Manager’s Guide to Improving, Redesigning, and Automating Processes (2003). He has previously co-authored Developing E-business Systems and Architectures (2001), Understanding UML (1998), and Intelligent Software Systems Development (1993). Mr. Harmon has served as a senior consultant and head of Cutter Consortium’s Distributed Architecture practice. Between 1985 and 2000 Mr. Harmon wrote Cutter newsletters, including Expert Systems Strategies, CASE Strategies, and Component Development Strategies.

Paul has worked on major process redesign projects with Bank of America, Wells Fargo, Security Pacific, Prudential, and Citibank, among others. He is a member of ISPI and a Certified Performance Technologist. Paul is a widely respected keynote speaker and has developed and delivered workshops and seminars on a wide variety of topics to conferences and major corporations through out the world.

Paul lives in San Francisco.

Paul can be reached at pharmon@bptrends.com

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