See discussions, stats, and author profiles for this publication at: https://www.researchgate.net/publication/235264909 Process analysis techniques and tools for business improvements Article in Business Process Management Journal · December 1998 DOI: 10.1108/14637159810238174 CITATIONS 39 READS 649 2 authors: Yen Cheung Monash University (Australia) 50 PUBLICATIONS 169 CITATIONS SEE PROFILE Jay Bal The University of Warwick 28 PUBLICATIONS 427 CITATIONS SEE PROFILE All content following this page was uploaded by Jay Bal on 05 December 2016. The user has requested enhancement of the downloaded file. All in-text references underlined in blue are added to the original document and are linked to publications on ResearchGate, letting you access and read them immediately.