is a field in operations management that focuses on improving corporate performance by managing and optimizing a company business processes

increase ability to be able to be able to identify bottlenecks

good tool for fraud prevention, auditing, and assessment of regulation compliance

set business goal, clarify problem, develop a vision for BPM solution

processes & IT architecture are modeled, built, integrated, assembled, deployed and monitored

now extended to human-driven processes in which human interaction takes place in series or parallel with the used of technology (workflow management systems)

process can be simulated to identify potential bottleneck, and define future steady state

critical success factor (offer testing online), key performance indicator (measure the success, number of students sign up)