Clarifies the link between strategic tools such as benchmarking and business process re‐engineering. Explains the workings of each concept, presents a case example and finishes off by presenting a model of integrated quality management, where the two powerful tools can be used in total harmony.

Sustainable competitiveness can only come through building robustness into processes and their effective management and control. Through a culture of continuous improvement and using the Deming Cycle of plan‐do‐check‐act, complacency can be prevented and value optimized for the end...

Business process re‐engineering (BPR) is the latest addition to the armoury of management techniques available. BPR purports to produce quantum improvements in performance by radically redesigning organizational processes. There is, however, some confusion as to what exactly constitutes BPR...