This paper provides a holistic view of the Business Process Re‐engineering (BPR) implementation process. It reviews the literature relating to the hard and soft factors that cause success and failure for BPR implementation, classifies these factors into subgroups, and identifies key factors of...

Reviews the literature on leadership and management in the context of TQM. Discusses an American study which identifies key strengths and areas of improvement. Determines the role of senior managers in TQM implementation, with reference to case studies of several companies which have won the...