Michael Hammer, the author of Reengineering the Corporation defined process as “an organized group of related activities that together create customer value”. Hammer notes that the difference between a process and a task is the difference between the whole and its parts. In a true process framework, all people performing a process share a common purpose and work towards a common goal. Process creates discipline and repeatability by putting individual activities into a larger framework.
When work processes break down or a process design is not fully developed staff members inadvertently carry out a series of disconnected tasks leading to customer dissatisfaction and operational inefficiencies.