What gives any organization a competitive advantage? Many people and organizations have built reputations and fortunes by suggesting that the answers are information technology, total quality management, quality of strategy or management, or selected niche strategies. In several presentations,...

Initiatives to enhance operational performance can include some programs that strive for continuous improvement and others that attempt radical innovation. But implementation depends upon learning how to integrate the substantially different approaches of total quality management (TQM) and...

In most cases, neither top‐down reengineering nor bottom‐up individualized processes and information systems best serve most companies' change purposes. What we need are intermediate solutions that allow for top‐level direction while remaining sensitive to the fact that business processes...