Purpose – The objective of this paper is to understand the success factors of mobile operators. Design/methodology/approach – Explores the business practices of leading carriers in Japan, South Korea, China, Europe and the USA. Findings – The paper finds several common characteristics in...

The focus on reengineering in the early 1990s, and the more recent emphasis on process management and change management have increased both practitioners and researchers interest in the issues of measuring processes. The contradictory results of process change projects reported in the literature...

There is a huge diversity among change initiatives, which range from streamlining single processes to corporate‐scale strategic restructuring. Accordingly, there is also similar diversity in the drivers and reasons for launching projects, as well as in results and tracers of projects. The...