Why this is an important book; the value this book has to executives and managers who are struggling with BPR; the value of learning from others; what is BPR?; definition of BPR; BPR's historical roots; BPR's connection and TQM; discussion of important terms relating to BPR; strategic importance of BPR; the survey - design and results; background on the survey, how it was designed, executed, etc.; summary of what the survey uncovered and best practices - organization and planning, dealing with culture, technology as an enabler, voice of the customer, assessing the competition, process analysis, process re-engineering, implementation issues; specific case studies; what's worked, what hasn't worked; our conclusions and thoughts about the "must do's" to be successful in BPR.
