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...