[原创]流程就是要填补组织管理的空白
<div><font face="Verdana, 宋体, sans-serif" color="#666666"><span style="LINE-HEIGHT: normal; WHITE-SPACE: pre"><span style="FONT-SIZE: 22px; COLOR: rgb(51,51,51); LINE-HEIGHT: 39px; FONT-FAMILY: 宋体; WHITE-SPACE: normal"><span style="COLOR: black; LINE-HEIGHT: 39px">1990</span><span style="COLOR: black; LINE-HEIGHT: 39px">年</span><span style="COLOR: black; LINE-HEIGHT: 39px">Geary Rummler</span><span style="COLOR: black; LINE-HEIGHT: 39px">和</span><span style="COLOR: black; LINE-HEIGHT: 39px">Alan Brache</span><span style="COLOR: black; LINE-HEIGHT: 39px">著作的《提高绩效：怎样对组织结构图的空白地带进行管理》（</span><i style="LINE-HEIGHT: 39px"><span style="COLOR: black; LINE-HEIGHT: 39px">Improving Performance: How to Manage the White Space on the Organization_chart</span></i><i style="LINE-HEIGHT: 39px"><span style="COLOR: black; LINE-HEIGHT: 39px">）首次提出了“流程所有权”这个概念。</span></i></span></span></font></div><div>
<p style="MARGIN: 0.4em 0px="0px"0.5em; LINE-HEIGHT: 1.5em"><span style="LINE-HEIGHT: 39px"><i>Rummler与Brache认为：</i></span></p>
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<p style="MARGIN: 0.4em 0px="0px"0.5em; LINE-HEIGHT: 1.5em">“业务流程是为产生产品或服务而设计的一系列步骤。多数的流程（……）跨越职能，贯穿组织机构图上矩形之间的空白。一些流程的结果是由组织外的客户所接受的产品或服务，称为主要流程；另一些流程的产出不为外部客户所见，但是有效管理所必须的，称为支持流程。”</p></blockquote>
<blockquote>
<p style="MARGIN: 0.4em 0px="0px"0.5em; LINE-HEIGHT: 1.5em">"a business process is a series of steps designed to produce a product or service. Most processes (...) are cross-functional, spanning the ‘white space’ between the boxes on the organization chart. Some processes result in a product or service that is received by an organization's external customer. We call these primary processes. Other processes produce products that are invisible to the external customer but essential to the effective management of the business. We call these support processes."</p></blockquote>
<p style="MARGIN: 0.4em 0px="0px"0.5em; LINE-HEIGHT: 1.5em">以上定义区分了两种类型的流程：主要的和支持的流程，区分的依据是流程有直接参与客户价值的创造还是仅与组织内部活动有关。由此可见，Rummler与Brache的定义承接了Porter的价值<font color="#000000">链</font>（value chain）模型，这个模型同样建立在主要和次要活动的区分之上。按照Rummler与Brache的意见，成功的基于流程的组织有一项典型特征，即在面向客户的主要流程上的主要价值流中，次要活动的分离。穿越组织机构图上的空白这一特征，意味着这些流程牢牢地嵌入在某些组织结构形式中，流程可以跨越职能，其范围可以覆盖多个业务单位。</p></div>
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