BPR business process document management BPM content management ISO-9000 BPR The particular application is concerned with a business case demonstrating how America Online, the world leader content provider for Internet, employed BPM principles to justify a technology initiative for transforming the process of handling employee expenses and vendor invoices. FirstSTEP is a comprehensive BPM tool giving business people the power to design, document, analyze, refine, incrementally improve and make a clear business case for process change. Different phases of BPM are supported by a comprehensive set of FirstSTEP tools. These include: FirstSTEP Designer: To model, simulate and analyze business processes FirstSTEP Viewer: To distribute, validate and test models FirstSTEP Charter for Visio®: To create process models FirstSTEP Designer for Unicenter® TNG?: To monitor business processes.