There is a huge diversity among change initiatives, which range from streamlining single processes to corporate‐scale strategic restructuring. Accordingly, there is also similar diversity in the drivers and reasons for launching projects, as well as in results and tracers of projects. The...

Purpose – The objective of this paper is to understand the success factors of mobile operators. Design/methodology/approach – Explores the business practices of leading carriers in Japan, South Korea, China, Europe and the USA. Findings – The paper finds several common characteristics in...

Purpose – In recent decades, supply chains have diverged and new types of services and operators have emerged in the logistics sector. The purpose of this paper is to focus on analyzing service strategies and service‐related business models, as well as their modular business processes in...

Purpose The purpose of this paper is to examine what kinds of capabilities are required by process industry companies as they move toward servitization. The authors proceed in two steps. First, the authors explore the capabilities needed in servitization with a qualitative multiple case study....

Several world‐class companies have re‐designed or re‐engineered – their business processes with considerable success. However, failure rates of some 70 per cent have been reported in BPR projects. This may be due to focusing on operational and implementation issues, bypassing strategic...

The focus on reengineering in the early 1990s, and the more recent emphasis on process management and change management have increased both practitioners and researchers interest in the issues of measuring processes. The contradictory results of process change projects reported in the literature...

E-commerce has attracted increasing interest at the beginning of the 21st century, in both academia and practice. Today, the Internet is commonly used by both consumers and businesses as a means of purchasing goods. The authors’ study focuses on e-commerce logistics, focusing on the...

In manufacturing operations it is important to recognise the capabilities of the firm and established ways to position the current and expected manufacturing capabilities. The most recognised tool is the Product-Process matrix of Hayes and Wheelwright. Similarly, in service business there is a...

Supply chains are typically considered to consist of many stages across several organizations starting from raw material sources through component production to manufacturing and further on via distribution operations to B-to-B customers and consumers. This paper focuses on analyzing...

Purpose – Modularity has been identified as one of the most important methods for achieving mass customization. However, service models that apply varying levels of modularity and customization also exist and are appropriate for various business situations. The objective of this paper is to...