Business Process Re-engineering & Management Journal: Volume 2 Issue 2

Product flow, breadth and complexity of business processes: An empirical study of 15 business processes in three organizations

Nereu F. Kock, Robert J. McQueen

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…

Re‐engineering in sales and distribution ‐ creating a flexible and integrated operation

Jan Holmström, Anders Drejer

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…

Best practice in the car after‐sales service: An empirical study of Ford, Toyota, Nissan and Fiat in Germany ‐ Part 1

Olajide Omotuyi Ehinlanwo, Mohamed Zairi

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…

Winning with quality at IBM: Best practice at the National Call Management Centre

Berit Mortlock

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…

Conceptualizing business process re‐engineering

P.K. Ahmed, A.C. Simintiras

Examines business process re‐engineering (BPR) from a theoretical standpoint. Elaborates on antecedent concepts to the BPR construct and highlights their usefulness in…