1. What is the difference between a process-driven organization and a traditional, purely vertical organization. Provide a brief example

2. What are the organizational effects of ''silos''?

3. What is the primary goal of process management? Provide a brief example of a process management you have been involved with or suggest a process management change where you work or have worked.

4. The authors state that '' there needs to be an appointment, or owner, for each key process.'' Why is this important and what happens if it is ignored?