The need for more flexible and responsive organizations, and the potential of networks technology, are generally accepted. Argues, however, that the desire for corporate transformation is not always matched by an understanding of how to bring it about. In many organizations there is a considerable gap between intention and reality. People need to be equipped to assess, re‐engineer, and support with appropriate technology the key business processes that contribute most to customer satisfaction and corporate objectives. This requires new attitudes and additional techniques. Without this understanding organizations are unlikely to obtain the full benefits of investments in IT.
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