Cagliano, Raffaella; Spina, Gianluca; Verganti, Roberto; … - In: International Journal of Operations & Production Management 18 (1998) 9/10, pp. 865-885
. Presents a methodology for the design of support services, developed within the context of a European Union (EU) project. The … methodology consists of four major steps. The first step consists of an analysis of users’ needs. Since BPR support needs are … differentiated and often implicit, an “ ad hoc ” methodology was developed to make demand explicit and split the potential market …