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It is the third horizontal process group in eTOM operations area that named as process group level 1 and decomposed to some sub processes:
The author argues that successful change requires the interaction of three major forces for change -- top-down direction setting, horizontal process redesign, and bottom-up performance improvement.
Traditional measurement tools and approaches generally do not offer adequate support for horizontal process management.
No matter how you spin it, re-engineer it, TQ it or horizontal process it, teams should be in your future vision.

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