When trying to establish quality management in a service industry one is confronted with a particular set of problems due to the distinctive characteristics of service processes. Describes the assessment procedure for service processes using a case study obtained from the sales department of a...

Business process reengineering has become a viable way of implementing lean structures. Since information systems are corner stones in supporting the redesign of business processes, there is a need for analysis of the existing software asset's possible role: Can legacy software systems support...