This section provides definitions of words, terms, phases and acronyms, frequently used or referenced in the business process change community. As the business process change market evolves, these terms evolve and change, as well. Formal business process languages like BPML have semantic definitions that are enforced by the language standard. Other groups, such as the Workflow Management Coalition (WfMC), publish formal glossaries. Still other groups define terms in ways specific to their particular community. Most of these communities use or define these terms in slightly different ways. Old terms take on new and varied meanings, new terms emerge, and it is often confusing to business managers trying to communicate across the various business process change communities. This glossary recognizes these differences, seeks to provide generic definitions and suggests a common language. In cases where we know that communities use these terms in ways significantly different from those we provide, we note the fact. We hope our members and visitors find this glossary helpful and we pledge to work hard to keep it current.

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C

CASE (Computer Aided Software Engineering)

Software methods and tools designed to generate code from models. Those involved in the CASE movement have always sought to make software generation more systematic and predictable. Software developers often use CASE tools to model business processes.

CIM (Computer Integrated Manufacturing)

Movement, techniques and tools for integrating manufacturing processes with computers and software.

COBOL

The computer language in which the vast majority of mainframe applications have been written.

COULD Process

Also sometimes Can-Be Process. Description of one of two or more alternative redesigns that are being considered.

CRM (Customer Resource Management)

A vague term describing any of a number of packaged or tailored applications or tools designed to help with sales, tracking customers, or managing information gained from customer interactions.

CTO Tree (Critical-To-Quality)

A tree that lists the most important outcome, goal or measure for a process improvement effort on the left and then sub-divides it to identify more specific considerations that contribute to the outcome.

Capability Maturity Model (CMM)

A model developed by the Software Engineering Institute (SEI) of Carnegie Mellon University that describes how organizations develop software. The model identifies five levels or steps organizations go through as they become more sophisticated in their use of process.. Level 1 organizations aren't effective in using processes. Level 5 organizations are mature in their use of process and routinely manage and improve processes. Most organizations fall between Level 2 and 3. We argue that the same general concepts that apply to software organizations apply to any organization that attempts to organize around business processes. (www.sei.cmu.edu/cmm)

Cause-Effect Diagram

A popular diagram used to analyze the causes of problems which provides an overview of all the possible causes. One starts at the right and lists the problem, and then extends a straight line to the left. From the line, one draws tangential lines and lists causes of the problems at the end of those lines. Lines can be drawn to the subsidiary lines as more discrete causes are considered, and so forth.

Class Diagram

A UML diagram used for the design of object-oriented software systems, and, more generally, to describe any set of logical classes and their relations. The organization diagram that we use in this book could be said to be a loosely structured class diagram. Software developers sometimes speak of a high-level class diagram as a business model. (See Object-Oriented.)

Competitive Advantage

Occurs when one company can make more profits selling its products or services than its competitors. It occurs because a company can charge a premium because their product or service is more valuable, or because they can sell their product for less than their competitors because they are a more efficient producer. Rational strategists always seek to establish a long term competitive advantage for their company. Many managers associate competitive advantage with the description provided in Michael Porter's Competitive Advantage (1985).

Component

Used generically, this can refer to any entity or part. In software, today, is usually refers to a software module, organized via object-oriented techniques. (See object-oriented.)

Core Business Process

Core processes are the processes that rely on the unique knowledge and skills of the owner and that contribute to the owner's competitive advantage. Contrast with subsidiary business processes.

Cost Leadership

A competitive strategy that emphasizes offering the product or service at the cheapest price. This can be done by creating the most efficient manufacturing price, by economies of scale, or by control of suppliers and channels.

Customer-Oriented e-Business Applications

A generic way of talking about business processes and Internet applications that use Web sites or portal to allow customers to access the company over the Internet for information or commerce. (Compare with Supplier-Oriented and Internal-Oriented Applications.)