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Reports on a study on the concept of car after‐sales service as applied in Germany. The study was undertaken by benchmarking four key players: Fiat AG, Nissan Deutchland, Toyota GmbH, and Ford Werk AG. Describes the factors responsible for the growing importance of the after‐sales sector in...
Examines business process re‐engineering (BPR) from a theoretical standpoint. Elaborates on antecedent concepts to the BPR construct and highlights their usefulness in strengthening the conceptual foundation of BPR. Develops a model of BPR based on the elements of process, radical...
Explores the reorganization of a sales and distribution operation. Describes a case study in which an integrated yet flexible organization was created by focusing strongly on identifying and re‐engineering the core business process. Presents a structured approach which was developed in the...
Describes an empirical study of 15 business processes in three organizations. Business process data were collected in the context of action research projects where the researcher was involved in organizational development activities. Suggests that business processes tend to cut across different...
Based on a submission for the European Best Practice Benchmarking Award of 1995, in which IBM UK Ltd won the second prize. Discusses how IBM UK Ltd has benchmarked aspects of customer service and satisfaction within its National Call Management Centre. Describes how, by focusing on model...
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