Business Process Re-engineering & Management Journal: Volume 2 Issue 3

Business process re‐engineering projects in Finland: An evaluation of change management in 21 large Finnish organizations

Henrikki Tikkanen, Pasi Pölönen

Most of the 50 largest organizations in Finland have undertaken business process re‐engineering (BPR) projects during the last five years. This study concentrated on business…

The engineer availability process: A study of a predictive process

S. Evans, B. G. Dale

Outlines the main findings of a study of a process in a major organization (involved in the servicing of capital equipment) which seeks to predict customer demand for service…

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

Olajide Omotuyi Ehinlanwo, Mohamed Zairi

This is the second part of a study which looks at car after‐sales service in Germany. The study is based on a benchmarking project which included four key players, Fiat AG, Nissan…

The design and implementation of the balanced business scorecard: An analysis of three companies in practice

Stephen R. Letza

Kaplan and Norton’s concept of the balanced scorecard has received wide acceptance from both academics and practitioners. The design and construction of balanced scorecards has…