Business Process Re-engineering & Management Journal: Volume 2 Issue 1
Table of contents
Ideas on motivating people, addressing complaints and training (IMPACT): an application of benchmarking: Learning best practice from Hewlett‐Packard
Karen Prior‐Smith, Mary PerrinDocuments Hewlett‐Packard’s (HP’s) systematic approach to benchmarking, as an integral part of its total quality system. Describes the organization’s IMPACT project which was born…
ISO 9000 in the Low Countries: reaching for new heights?
Johan F. Devos, José L. Guerrero‐Cusumano, Willem J. SelenCompares ISO certification in Belgium and The Netherlands from a comprehensive viewpoint of organizational structure of quality assessment and certification, the certifying bodies…
A “patient focus review” of surgical services: Business process re‐engineering in health care
Stuart D. Francis, Patrick G. AlleyDescribes a business process re‐engineering project in the department of surgery of a publicly‐funded hospital in Auckland, New Zealand. Through the creation of an internal…
An integrated business improvement methodology to refocus business improvement efforts
Rodney McAdamDescribes the development of an applied business process improvement methodology which will enable existing business improvement related initiatives to be integrated and refocused…