This book brings together some of the best minds to explore the role and value of bpm and what it portends in its pages you will find the essential discussions and insights straight from the thought leaders in search of bpm excellence is for those who want to sustain the success of their businesses in the midst of the current sea of change. In search of bpm excellence book read reviews from worlds largest community for readers business process innovation is on the minds of executives thes. In search of bpm excellence straight from the thought leaders business process management group towers steve burlton roger 9780929652405 books amazonca. In search of bpm excellence straight from the thought leaders this edition was published in april 30 2005 by meghan kiffer press. In search of bpm excellence straight from the thought leaders customer expectation management success without exception customer expectation management cem is a business approach that identifies and shapes customer expectations and once set by the company those expectations are met without exception