Scrutinizes business process re‐engineering (BPR) programmes and their effect on employees – resistance and inability to change. Suggests BPR is ot the technically‐driven exercise many consider it to be; but instead groups together identification of customer needs, use of enabling...

An abundance of much publicized TQM failures have tarnished the good name of total quality management. Rob Evans, chief executive at ODI Europe, argues that these are problems with implementation, rather than with TQM itself. Uses Nestlé Chocolate and Confections, ABB Zamech and Hybritech as...