{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,8,6]],"date-time":"2025-08-06T13:57:05Z","timestamp":1754488625175,"version":"3.41.2"},"reference-count":4,"publisher":"Emerald","issue":"1","license":[{"start":{"date-parts":[[1997,4,1]],"date-time":"1997-04-01T00:00:00Z","timestamp":859852800000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[1997,4,1]]},"abstract":"<jats:p>Business process re\u2010engineering requires revolutionary, innovative changes to business processes in an organization in order to achieve major and dramatic improvements in the critical success factors. To accomplish these goals new technologies need to be investigated and adopted. Organizations are experiencing paradigm shifting that at times is bordering on paradigm pioneering. For a dramatic, innovative re\u2010engineering effort to be successfully implemented, change management is essential. While information technology has great potential for providing added value to products and services, business executives are frustrated because business processes and information technology are not synchronized. The inflexibility of older information systems and information technology (IS\/IT) constrained growth and competitiveness and resulted in the development of substitute processes to circumvent these constraints. While continuous improvement is the slow, steady and continuous effort to improve products and\/or services, it may not be the best course for some organizations. Ideally, both are needed to maintain a competitive advantage. Provides some suggestions on how an organization may approach these processes and presents a case that demonstrates how one organization dealt with these issues.<\/jats:p>","DOI":"10.1108\/14637159710161558","type":"journal-article","created":{"date-parts":[[2002,7,28]],"date-time":"2002-07-28T18:57:17Z","timestamp":1027882637000},"page":"9-16","source":"Crossref","is-referenced-by-count":9,"title":["Business process re\u2010engineering\/information system development to improve customer service quality"],"prefix":"10.1108","volume":"3","author":[{"given":"Mary Ann","family":"Murray","sequence":"first","affiliation":[]},{"given":"Marc P.","family":"Lynn","sequence":"additional","affiliation":[]}],"member":"140","reference":[{"key":"key2022031420144621800_b1","unstructured":"Davenport, T.H. (1993, \n\n\n\nProcess Innovation: Re\u2010engineering Work through Information Technology, Harvard Business School Press, Boston, MA."},{"key":"key2022031420144621800_b2","unstructured":"Donovan, J.J. (1994, \n\n\n\nBusiness Re\u2010engineering with Information Technology, Prentice\u2010Hall, Englewood Cliffs, NJ."},{"key":"key2022031420144621800_b3","doi-asserted-by":"crossref","unstructured":"Hammer, M. and Champy, J. (1993, \n\n\n\nRe\u2010engineering the Corporation: A Manifesto for Business Revolution, Harvard Business, New York, NY.","DOI":"10.1016\/S0007-6813(05)80064-3"},{"key":"key2022031420144621800_b4","unstructured":"SGMP Performance Analytics (1995, \u201cCompetitive process re\u2010engineering: the two\u2010day course in CPR\u201d."}],"container-title":["Business Process Management Journal"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/www.emeraldinsight.com\/doi\/full-xml\/10.1108\/14637159710161558","content-type":"unspecified","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/14637159710161558\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/14637159710161558\/full\/html","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,25]],"date-time":"2025-07-25T00:36:43Z","timestamp":1753403803000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.emerald.com\/bpmj\/article\/3\/1\/9-16\/256493"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[1997,4,1]]},"references-count":4,"journal-issue":{"issue":"1","published-print":{"date-parts":[[1997,4,1]]}},"alternative-id":["10.1108\/14637159710161558"],"URL":"https:\/\/doi.org\/10.1108\/14637159710161558","relation":{},"ISSN":["1463-7154"],"issn-type":[{"type":"print","value":"1463-7154"}],"subject":[],"published":{"date-parts":[[1997,4,1]]}}}