William J. Kettinger

TL;DR: This article investigates BPR Methods, Techniques, and Tools and places them within an empirically derived reference framework and a comprehensive picture of BPR emerges that includes MTTs that help in reengineering strategy, people, management, structure, and technology dimensions of business processes.

TL;DR: The results suggest that the original dimensions of UIS may not be comprehensive enough to capture the more detailed dimensions of ISF service quality in SERVQUAL, and that the reliability and empathy dimensions of service quality may be needed to supplement the traditional UIS measure in determining user satisfaction with the information services function.

TL;DR: The field research seeks empirically to explore the problems of implementing reengineering projects and how the severity of these problems relates to BPR project success, suggesting that reengineering project implementation is complex, involving many factors.

TL;DR: This study evaluate longitudinal changes in performance measures of 30 firms that have been cited as "classic" cases of strategic use of information technology and indicates that not all of these classic cases can be touted as "sustained winners".

TL;DR: The Process Reengineering Life Cycle (PRLC) proposed in this article is a comprehensive, six-stage methodology with guidelines for envisioning a reengineering project, getting started, diagnosing process pathologies, and redesigning, reorganizing, and measuring the newly configured process.