Business Process Management Dictionary and Glossary

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A	Acceptable Quality Level - AQL Accountability Activity-Based Accounting Activity-Based Pricing Affinity Diagram Amendments Analytical Modeling Application Service Provider Model Appraisal Cost Approvals Audit Authority

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B

Back Office Functions Backlash Balanced Scorecard Basel II Baseline Baseline Period Baselining Benchmarking Best Practice Best Shore Best-of-Breed BIA - Business Impact Analysis Billing Audit Body Shop BOT BPM BPMS BPO Brainstorming Bug Build-Operate-Transfer Model Business Activity Monitoring - BAM Business Benefit Contracting Business Impact Analysis - BIA Business Metric Business Outcome Achievement Business Process Automation - BPA Business Process Integration - BPI Business Process Management System - BPMS Business Process Modeling Notation - BPMN Business Process Outsourcing Business Requirements Business Value Added Businss Process Quality Management

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C

Call Centers Captive Centers Cash Penalty Cause Cause and Effect Diagram Champion Change Agent Change Management Change of Character Clause Chargeback System Charter CMM Collaboration or Groupware Co-management Process Communication Competency Center Confidentiality Consequential Metrics Continuous Improvement CI Continuous Performance Reporting Contract COPIS COPQ COQ Core Competencies Cost and Value Discovery Cost Model Cost of Poor Quality - COPQ Cost Target Cost/Benefit Model Cost-Benefit Analysis Cost-Plus Pricing Critical To Quality - CTQ CTC Customer Focus Customer Requirements Customer Satisfaction Benchmarking

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D	Dashboard Dashboards Data Data Center Operations Defect Definitions Delivery Description Direct Foreign Investment Disaster Recovery Disposal of Assets Dispute Resolution Process Downsizing Dragnet Clause

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E	Economies of Scale Employee Self-Service Empowerment Enterprise Content Management - ECM ERP Escalation Procedure Exit Plan

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F	Facilitate Fast Track Process to Selection Fee-for-Service Pricing Feeny-Lacity-Willcocks Model Financial Metrics Fixed Pricing Flowchart FOCUS - PDCA Follow the Sun Force Field Analysis Force Majeure Foreign Commerce Clause Full-Service Provider Functional Redundancy

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G	Gainsharing General Allocation Systems Geopolitical Risk Management Global Delivery Model Global Shared Services Model Goal Governance Governance Statement of Work

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H	H1-B Visa Hard Savings HIPAA Hub and Spoke Model Human Capital Assets Human Resources Management Systems Hybrid Delivery Model

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I	Import Quotas Incentives Indirect Cost Innovation Capture Insourcing Interactive Voice Response IP IP Protection ISO 9000 Series of Standards ISO 9001 ITIL ITO IVR

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J	Joint Ventures Just In Time JIT Manufacturing

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K	Kano Analysis Key Performance Indicator KISS Knowledge Transfer KPI

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L	L-1 Visa Labor Arbitrage Lean Manufacturing Limitation of Liability Location Theory Long-Term Capacity Planning

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M	Metrics MGPP - Multi Generational Product Planning MNC MRP Multinational Corporations

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N	Nearshoring Net Present Value NIH Syndrome Non-Performance Penalties Not Invented Here Syndrome NPV

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O	O.C.T. - Operation Cost Target ODC Offshore Development Center Offshoring Operational Cost Operational Definition Optimization Output Ownership

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P

Payment Schedule Peer Comparisons Penalty Clause Performance Audit Performance Monitoring Pilot Project PMO Preamble Prevention Cost Primary Metrics Prime Contractor Process Process Acceptance Certificate Process Baseline Process Capability Process Control Plan Process Control Versus Process Capability Process Design Requirements Process Entitlement Process Management Process Map Process Map Process Mapping Process Maturity Process Measurables Process Owner Process Performance Management Process Reengineering Process Stability Productivity Productivity Target Program Office Project Management Office Project Scope PSO Pugh Matrix

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Q	Quality Assurance Queuing Theory

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R	Reengineering Reference Group Relationship Management Relationship Performance Assessment Request for Information Request for Proposal Requirements Response Responsibility Return on Investment Model Review Date RFI RFP Risk Risk Factors Risk Management Risk Tolerance Root Cause

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S

SAAS Sarbanes-Oxley Act SAS 70 Scope Security Audit Segmentation Service Accountability Service Level Agreement Service Level Measurement Service Level Reports Service Oriented Architecture Service Outcome Statements Service Provider Shared Risk/Reward Pricing Shared Services Single Supplier SIPOC Site Selection Site Visit Six Sigma SLA SOA Soft Savings Software as a Service Software Inspection Software Inspection Plan Software Licensing Agreements Sole Supplier Sourcing SOX Specification Stable Process Staff Augmentation Stakeholder Stakeholder Analysis Stakeholders Statement of Intent Statement of Work Statement on Auditing Standards 70 Statistic Statistics Steady State Steering Committee Strategic Planning Stratification Subject Matter Expert - SME Supply Chain Management SWOT Analysis System Audit System of Profound Knowledge - SoPK Systems Engineering Systems Thinking

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T	Talent Management Application Suite - TMAS Team Leader Termination Termination of Contract Terms and Conditions Time and Materials Time and Percent Conventions Total Cost Strategy Total Quality Management TQM Transaction Cost Theory Transaction Costs Transactional Pricing Transfer of Undertakings Protection of Employment Regulations 1981 Transition Management Tree Diagram Trend Analysis TUPE

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U	Unbiased Statistic Unbundled Pricing Strategy Unrepatriated Earnings User Environment Utility Computing

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V	Value Audit Value-Added Value-Added Outsourcing

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W	Waiver Warranties Web Service Orchestration - WSO Workflow Automation - WFA

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