The "tutorial" would be stronger if they were upfront about their 
approach being suited only to a specific type of business process, the 
"mechanistic" kind.  See, for example:

http://www.oldion.com/articles/Human_interaction_management

-- 

All the best
Keith

http://keith.harrison-broninski.info

>Total automation of business processes, while desirable, in practice 
>is unachievable, because certain activities requiring human judgment 
>or human expertise -- such as the manual handling of exceptional 
>situations or the approval of requests -- are always performed by 
>people. In the context of the overall business process, a human task 
>is a service like any other task, except that it is realized by a 
>human activity (instead of a program) and performed by a person 
>(instead of a computer).
>




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