The nature of process innovation
Selecting processes for innovation
Information technology as an enabler of process innovation
Processes and information
Organizational and human resource enablers of process change
Creating a process vision
Understanding and improving existing processes
Designing and implementing the new process and organization
Process innovation and the management of organizational change
Implementing process innovation with information technology
Product and service development and delivery processes
Customer-facing processes
Appendix A: Companies involved in the research
Appendix B: The origins of process innovation.
