Business process re-engineering/information system development to improve customer service quality

Business Process Management Journal

Volumn 3, Issue 1, 1997, Pages 9-16

  Murray, Mary Ann ^a   Lynn, Marc P ^b  

^a ST MARY'S UNIVERSITY   (United States)

^b JOHN CARROLL UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84986042696     PISSN: 14637154     EISSN: None     Source Type: Journal    
DOI: 10.1108/14637159710161558     Document Type: Article

References (4)

1. Davenport, T.H. (1993), Process Innovation: Re-engineering Work through Information Technology, Harvard Business School Press, Boston, MA.
2. Donovan, J.J. (1994), Business Re-engineering with Information Technology, Prentice-Hall, Englewood Cliffs, NJ.
3. Hammer, M. and Champy, J. (1993), Re-engineering the Corporation: A Manifesto for Business Revolution, Harvard Business, New York, NY.
4. SGMP Performance Analytics (1995), “Competitive process re-engineering: the two-day course in CPR”.