This paper reports on the findings of a survey and case study research into the understanding and application of business process management (BPM) in European companies. The process perspective is increasingly being seen as a mechanism for achieving competitive advantage through performance...

It has become clear that business process re‐engineering (BPR) draws on the knowledge and skills from many of the traditional management disciplines. The adoption of the process paradigm for managing enterprises creates new challenges of reconciling the relative roles of functions and...

Addresses how organizations are approaching Business process management. Following interviews in “leading edge” organizations, qualitative analysis has revealed key themes which may help inform others at an earlier stage in developing their approach to business process management. Presents...

An attempt is made to define productivity in the context of service operations. In so doing some of the difficulties in relating this term to service are explored. The main part of the article takes a strategic approach and identifies three key strategic determinants of service productivity;...

For some time there have been models for considering manufacturing strategy which focus on the product but which essentially ignore dimensions of aftersales support. This article presents a framework for formulating and reviewing an after‐sales support strategy and links it to a manufacturing...

Argues that, despite increasing interest in teamwork, much of the literature on the subject is inconclusive and often derived from anecdote rather than primary research. Seeks to develop an empirically‐based conceptual framework with which to characterize effective teamwork in the hospitality...

This paper is concerned with the relevance of knowledge management to operational managers within organisations. The consequences of taking a knowledge‐based view of the organisation are examined, with examples drawn from different process types (knowledge‐based manufacturing and service).