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6 CHAPTER 1 Introduction to Business Processes

Figure 1-3: Key business processes

• Finally, the fulfillment process (sell ) consists of all the steps
involved in selling and delivering the products to the organization’s
customers.
Closely related to buying, making, and selling are four processes used to
design, plan, store, and service products. Once again, organizations use specifi c
terms for these processes.

• The lifecycle data management process (design) supports the
design and development of products from the initial product idea
stage through the discontinuation of the product.

• The material planning process ( plan) uses historical data and
sales forecasts to plan which materials will be procured and pro-
duced and in what quantities.
• The inventory and warehouse management (IWM) process
(store) is used to store and track the materials.
• The asset management and customer service processes
(service) are used to maintain internal assets such as machinery and
to deliver after-sales customer service such as repairs.
Going further, two support processes are related to people and projects.
• Human capital management (HCM) processes (people)
focus on the people within the organization and include functions
such as recruiting, hiring, training, and benefi ts management.

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