CONTENTS
Acknowledgements = ⅵ
Introduction = ⅶ
PART ONE: WHAT'S WRONG WITH THE ORGANISATION ANYWAY? = 1
1 Re-organising to stay the same = 3
2 Am I really re-engineering my organisation? = 13
3 So, what is re-engineering? = 17
4 What has re-engineering got to do with organisations? = 23
5 Hurdle No. 1 - The paradox of re-engineering = 31
6 Hurdle No. 2 - Understanding processes = 39
7 Processes are not all the same = 49
8 Hurdle No. 3 - Data data everywhere, but not a drop of information = 57
9 Hurdle No. 4 - Recognising the new stakeholders = 65
10 Doing it for real = 69
PART TWO: MAKING RE-ENGINEERING HAPPEN = 71
11 Understanding your business = 73
12 Moving from functions to processes = 117
13 Making the most of information = 143
14 Getting people on board = 161
15 Beyond re-engineering = 191
Glossary: the language of re-engineering = 197
Further reading = 201
Index = 203