Building the Process-managed Organization by Means of Services Extended Abstract

The idea of process-managed organization strives after the situation when all processes in the organization are linked to the customer needs as directly as possible. Thus, the general classification of processes in the organization distinguishes mainly between: • Key processes , i. e. those processes in the organization which are linked directly to the customer, covering the whole business cycle from expression of the customer need to its satisfaction with the product / service. • Supporting processes , which are linked to the customer indirectly- by means of key processes which they are supporting with particular products / services. Such a view of the behavior of the organization is quite different from the traditional one. Mainly, the key processes represent an unusual view of communications and collaboration within the organization. In traditionally managed organizations the organization structure reflects just the specialization of work; it is static and hierarchical. The concept of key processes brings the necessary dynamics to the system – key processes often change according to the customer needs, while supporting ones are relatively stable (the nature of the work is relatively independent o