This paper, based on interviews undertaken with consultants experienced in e‐commerce engagements, has identified ten process which are critical to the success of e‐commerce. The processes are: order fulfilment, revenue generation/collection, financial control, IT/Web changes, business...

This paper examines two research questions. First, is a re‐engineered company a suitable platform for the subsequent application of TQM principles? Second, is BPR an appropriate means to transform an organisation operating along traditional lines into one which is managed using TQM principles?...