Patricia Seybold on BPM and SOA

Patricia Seybold, suggests:
"Beware of Business Process Management: Be Careful about Adopting Internally-Driven Business Processes; Instead, Design a Customer- Adaptive Enterprise Using a Services-Oriented Approach"

http://www.psgroup.com/doc/products/2003/5/PSGP5-8-03CC/PSGP5-8-03CC.asp