This paper provides a holistic view of the ERP implementation process, by reviewing the hard and soft factors that cause success and failure for ERP implementation, as well as examine the effectiveness of the critical success factors (CSFs) of ERP on both primary (operational) and secondary...

Business process reengineering (BPR) is a fundamental rethinking and radical redesign of business processes to achieve dramatic improvements in critical contemporary measures of performance such as cost, quality, speed and services (Al-Mashari and Zairi, 1999). However, the importance of BPR as...

This paper investigates the effectiveness of the critical success factors (CSFs) of total quality management (TQM) on customer service management (CSM) in the Nigerian banking industry. The empirical study was conducted via a survey on six, out of the 22 banks that have implemented TQM due to...