Process re‐engineering, a recently popularised phenomenon, has been advocated as a change management strategy that can be used to refocus organisational tasks into processes so that dramatic performance improvements in critical, contemporary measures of performance such as cost, quality...

Total quality management (TQM) is an approach to change that can respond to the needs of the organisation and customers and has become the raison d’être of any organisation wishing to be competitive in an era of globalization. Since the introduction of a quality approach into manufacturing it...