A process-managed enterprise supports, empowers and energizes employees, encourages their initiative, enables and allows its people to perform process work. "Process work is work that is focused on the customer, work that is directed toward achieving results rather than being an end in itself, work that follows a disciplined and repeatable design. Process work is work that delivers the high-level of performance that customers now demand."

Everyone in a process-managed enterprise should be able to answer these questions:

1. What process are you part of?

2. Can you describe it in 25 words or less?

3. What is its purpose?

4. How does your process create value for customers?

5. How do you personally contribute to its value?

6. How do others working with you also contribute value?

7. What do the people immediately before and after you in the flow of the process do?

8. By what measure does your company judge the performance of your process?

9. What if the current level of that measure?

10. How do you know when you personally are doing well?

11. What other processes interface with yours?

12. What do these processes need from yours, and what does yours need from them?

13. What efforts to improve your process are now under way?