Reengineering one firm's product development and another's service delivery

Abstract

Several years ago Hallmark elected to reengineer its most critical business processes. One new product project grouped people together who had been previously separated by disciplines, departments, floors, and buildings. The goal was to cut down on the queue time, spur creativity, and end the “throw‐it‐over‐the‐wall‐it's‐their‐problem” attitude.

Citation

Buday, R.S. (1993), "Reengineering one firm's product development and another's service delivery", Planning Review, Vol. 21 No. 2, pp. 14-17. https://doi.org/10.1108/eb054405