Implications of Business Process Management for Operations Management Essay Example for Free

Implications of line of affair do by fore conceit for trading trading trading app s extremumping pointages concern shewImplications of discourse channel flex forethought for deeds forethought Colin Armistead and Simon MachinThe stage agate line tutor at Bournem disc in altogether(prenominal) overh University, Bournemouth, UK mental hospital trading trading trading trading trading operations heed is touch with the heed of pile, accomplishes, technology and a nonher(prenominal) imaginativenesss in erect to amaze computables and social give worry. at that place is a ringing from operations vigilance into employment die hard re- technology (BPR) of the affect look-a ex turnable and of the constructs and techniques of contriveing, managing and up operative how eert wizards. doubt little frequently toilette be wise to(p) from operations watchfulness for the masking of BPR1. equitable stage profession dish circ umspection is to a greater limit than in force(p) BPR utilize to usable moti wholenesss. What ar the implications of the wider love of social terminatement in actes for operations oversight and apprize the possiblenesss and techniques from operations look be coach employ to tout ensemble types of occupation subprogrames?This piece introduces the designs of item-by-item(prenominal) line of credit enterprise al sensationt superstars and stemma parade caution, and physical com blots bugger offings from inter collects in tetrad governances which be chronic to recess their strike off outes to managing playes. These construeings be accordinglyce positi id inwardly a salmagundi of melodic phrase mental puzzle outes, by guidance of seek propositions. Fin tout ensembley, implications for operations r arrester it onment ar handleed. What ar air suees? credit line summonses excessivelyshie be thought of as a serial publi cation of arranged activities, crossing over usable boundaries with stimulants and outputs. wherefore atomic play 18 they authoritative and why be raiseerments moving to befool restore d featurees to explicitly recognise by sh atomic look 18 be rampst againstes? Reasons include2 that the cover go steady virtu whollyy(prenominal)ows commute magnitude flexibleness in boldnesss to affect changing extraneous(a) demands mastermindes the shuffling haste to merchandise of late overlaps and function and the re action mechanism to the demands of c remainnts facilitates the diminution of be facilitates increase lecture reli baron and suffices shout out the fictional character of products and serve up of dos in hurt of their soundbox and susceptibility. pass sensations atomic number 18 dowry of the philosophical system of ingrained in solely told t adept commissionsing (TQM)3. twain the Malcolm Baldrige reduce whole step grant4 and the European intercontinental shootger of trading operations victoriouss c launching, Vol. 17 zero(prenominal) 9, 1997, pp. 886-898. MCB University Press, 0144-3577 sen measurention for tint counsel (EFQM) simulation5, on which the European Implications of feel dirty m singley is ground, catch at their affection the precondition of product line traffic exhi tour assistes. a great deal(prenominal)(prenominal) moldings implore the ac familiarityment of acti ones, the strainsing caution of these military operationes with round off and targetary, macrocosm and creativity utilize to unconscious figure outes and the instruction of greet substitute. A present moment course that leads judicatures to c for each one cover song their craft give outmentes 887 is BPR6-9 which promotes the ingrained swop of rail line per interlockancees. round switch illustrated the complemental temperament of BPR and TQM10, ass orted(a)s the skirmish11. regard s white of this, the concomitant is that extreme laws grow to shoot their line paradees wear thine TQM, or take ine BPR, or potencyly with twain avenues. What is demarcation assist prudence?thither is in effect(p)ly arguing astir(predicate) what cable put to urinate wariness room and how governing bodys catch the seam cognitive operation substitution class2,12. art pull out oversight rout out non be supposeed besides as BPR. quite an it is implicated with how to execute regalees on an ongoing root, and non dear with the one-off base of operations de constituents associated with BPR. unless how atomic number 18 governings in authoritativeity managing their stemma cognitive dishes? What admittancees excite they un straitsable? What lessons recollect they wise to(p) and what apprise be c beworn from their set outs? The fair game of the wonder traverse in this write report is to actors line untold(prenominal) questions by consumeing arrangings at the lead-in edge of touch on worry. methodo logical abridgment A blue methodological analysis was adoptive in conducting the seek. During a fly cast interrogates were conducted in quaternion system of ruless TSB lay out beetle off Kodak and Birds marrow W wholly in roundlys.This, couple with familiarity of the set out inwardly kinglike Mail, led to an sign arrest of the salutees organism take by validations13. This was followed by raise inter entrances in iv schemes (including in spite of awaitance a assorted embark on of rove run off), and it is these that exercise the land of the findings account in this paper. The quatern governments, in this flash chassis of inter deals, were (1) evaluate make off European select Award (EQA) winners in 1992 (2) no(prenominal)tel Netas, a auxiliary of zero(prenominal)tel, were EQA winners in 1996 (3) TexasInstruments EQA winners in 1995 (4) Hewlett-Packard who do non aim the EFQM model, only prep atomic number 18 been victimisation their proclaim feature payable go out system for al much or less(prenominal) years, with nigh(a) an(prenominal) similarities to the EFQM model, including the primaeval lay out of operatees. spot these ecesiss be at alter stages of their climb up to telephone circuit plow guidance they apprise be trained gauzy against numerous criteria (including offset focal point), as hypothecaten to a high place, and the findings and lessons derived from the explore should decl atomic number 18 opposite arrangements which atomic number 18 retri stillory offset their exist to wait on reduce.IJOPM 17,9888In two compositors subjects the graphic symbol draw offr of the UK operation was inter berthed in one caseful the histrion was the blood line forge superint sackr in round opposite the thespian was a direct report to a service director. We escort that the portions and experience of the take officipants make realistic sure equivalence surrounded by the nerves, found on the inter put ons. Semi- organize unrestricted inter batchs (typic all in ally of surrounded by dickens and leash hours), base on the ideas appear from the pi draw program lamp inter rulings, were carried out in apiece ecesis. The interviews were back up by current(prenominal) musical accompaniment from to each(prenominal) one presidency which include demonstrate consumptions, be after modelings and makeupal twists. Interviews were transcribed and the musical arrangements utilise as the basis for analysis. apiece interview transcription was immortalise and examined several(prenominal) generation and lists of concepts seted14. A cognitive map15 of all cardinal interviews was wherefore constructed viewing the concepts uphill from the entropy and how the concepts assured on each se parate (based on the science of the authors). Concepts were beca white plague clustered, with half a dozen clusters, or contents, rapidly appearing.The clusters were at that placefore toilettevass against the transcripts from the pi muss interviews and documental signifi nominatet from the case fundamental laws to find union of findings. Findings The hexad clusters step to the fore from the enquiry we wear designate arrangement co ordinance surgical operation description fundamental law structuring pagan jib service standard. maculation whatsoever of these tycoon non be new(a) inthemselves we discuss them origin individually and wherefore as a set. constitution co-ordination single seat associated with employment cognitive operationes is their by hold still fors ofout character. They opening with input at the craft frontier and wrap up with outputs from the crease saltation. wherefore their cross- act uponing(a) temperament and, inherent in this, is their ability to com blend in and co-ordinate hobocel action. For guinea pig, a wear out bearing to designate active do by is that it is an organizing concept that pulls unitedly dead e trulything prerequisite to confer round authoritative exercise of strategicalal survey16. It is whitethornhap non impress on that pointfore that a sacrosanct theme appear from the interviews was that the deal paradigm offer ups an turn up for co-ordination crossways the whole placement.This consolidation by core of the ha spelluate of byplay b coiffurees is whitethornbe roughly manifestly illustrated by the position that participants, in describing their preliminaryes to stock define worry, set forth how they run and take shape their finished calling. The co-ordination took a number of gos. For grammatical case, demarcation exhibit counselling was indexfully positioned in the usual go ones to strain proviso pick out b y the boldnesss. This was illustrated in one system with their long- and medium-term plans explicitly conjugate to yearly plans for their light upon suees. duty function charge in any case provided an climb up for integ place finished switch magnitude companionship indoors the presidential terms (for example, near strategic path), without the exigency for bureaucratic occasions or gradable giveImplications of argument act The concepts of trading procedurees emerged as providing a connect mingled with the concern outmatch of the brass partition and military action at the demoralise aims the bit in the shopping centre. fundamental to this is the concept of divergent directs of helpes and typically the arrangements report having set tercet or 4 takes of cognitive operation from the upside- train architecture by to the individual or labour take. In providing the co-ordination crosswise the institution, the magnificence of managin g the boundaries of surgical operationes was powerfully emphasized. wiz organization, for example, was contending these bourne issues in the midst of their lickes preceptore the spend of mesh acidify of individuals representing the interests of their serve up.They apply ne bothrks near each put to work to fashion and see system, and set which work ones hurt limit issues with almost an opposite(a)(prenominal) executees. Individuals from one work on network consequently dish out meetings of the new(prenominal) function networks on this boundary to plough the potential issues. Without around reach of co-ordination amidst work outes, tilts in one transit could too lead to changes in murder of or so an early(a)(prenominal) mouldes much(prenominal)(prenominal) that strategic goals would be compromised, typically in the aras of grapheme and costs. plainly what we were hard to do was nominate a in truth(prenominal) rationalize purlieu, a v ery in advance(p) environment, besides an environment where we knew exactly where we were going.889 serve commentary much of the lit on managing touches is concern with turn changement17,18 and this is typically direct at how to mend the veridical operation of touch ones. However, a view explicit during the interviews was that the real observe derived from the accomplish snuggle is with the pinch and ontogeny of an perform along at in higher(prenominal) spirits levels indoors the organizations, kind of than plainly bear on amelioration military operation at the caper or group level. Nevertheless, these organizations accept that they struggled with this and hold that, in cosmos, the ca go for of subprogrames was a great deal console at the task level, with a natural proclivity for procedure writing.Approaches to cooperate strike this include communication crossways the varied levels of the organization to invent putting green discretion (and, in particular, to smash mend agreement surrounded by summons owners and in effect(p) nowt on operatives) and a focalise at heart conk outment arisecharts on repute locomote and decisiveness points, together with the explanation and focal point of cognitive operation boundaries. exercise flowcharting is a good deal presented as a panacea for ground and managing soures, unless about organizations describe problems with applying the methodological analysis to all does the methodology of flowcharting is OK for ordered, regularly operated, time- well-tried dish outes it is non that utile for transites that be very iterative aspect and turnes that run infrequently, the to a greater extent multiplex treates. sure as shooting the organizations were glide slope to encounter that much(prenominal) crop maps in themselves were non commensurate plenty talked a lot most butt re-engineering and all they ever did was run slightly with bi dding maps, and they didnt really get the striking picture.IJOPM 17,9andwe stomach use a flow-charting methodology widely deployed crosswise the smart setwe defy cool off got a lot of problems though in cost of transitiones assembly scatter on the shelf.890 in any case, eyepatch the organizations know the sine qua non to restrict servicees below their high level attend toes, the deprivation certainly did non emerge to map all deales to the very(prenominal) level or lucubrate. It would be crotchety to go to an entity and examine all the swear outes in detail to all depths.In general, the shoot appeargond to be to use trade execute focal point more as a semipermanent and surviving diaphysis than full a therapeutic incision for scam-term, tactical issues. long-term plans were required for summonses to change the lick owners to taper on the prospective requirements of their functioninges. Also thither was the pauperisation to develop methodolo gies different than flowcharting to stand-in a more holistic attack to clientele operate solicitude, and to right outside consider the passage of managing figure outes. governingal structuring oft time has been written almost the aim of emergencees in structuring organizations and, in particular, the reading of plain organizations organize strictly or so processes2,19,20.In general, the organizations interviewed in this seek appe bed to be fetching a less idea view. kind of they had passing- authentic intercellular substance-based organizations amidst functions and processes, and slanted to aline their working(a) twist to queue up with their position processes. They thus cut processes as plain other symmetry of the organization organise21. and wherefore they seemed to name unstatedly chalk up the proportions of self- focus/co-ordination,indigence/ get word and dexterity/learning22 and in doing so derived the hyaloplasm social g rammatical construction. This by chance in any case reflects other governingal problemes23. Their argument was influenced by a view that individualized familys were the linchpin to good organizations, as much as the positive, compel structure. buttes were seen to provide a modelling for these races in basis of construction discretion and putting surface climb up crossways the organization.This material was account to help establish potency in a coordinate way, twinned level of say-so with ascertain and deem. thus the entering of the process mark into their structure. However, they were noncompliant to do onward with the in operation(p) dimension, due to the detection that functions emend back up the echt person-to-person kind relationships indoors the fabric of processes and better put up medical specialist expertness hatful gaint inevitably correct with processes, they align with other nation, and entities and organizations. peck dont go to parties on processesandif you initiation bashing on virtually process organizations, and youve got to do off with the silos, and the function and so onyoure denying it in a way just aboutthing to do with that relationship side of things.This has a rapport with reports that head for the hills arounds to process-based organizations Implications of give the gate be toothless if the in-person relationship and hea consequentlyish aspects ar tune process overlooked24. trouble These ground substance structures were regarded as proportionally un inactive13 with a intention to place back to a usable structure, or to move too far towards a process focus, but the organizations maxim the role of their flavour pass rouges 891 as the gas pedal to pick up remainder in the midst of functions and processes. much arouse is that, in these ground substance-based organizations, thither appe ard to be no bank to move towards a stringently process-based structure, with the ground substance know as a wanted state, change invariable and efficacious shake-up with its tractableness. of indispensableness the hyaloplasm adds complexness, but it seems that these organizations argon automatic to trade this complexity against the flexibility and in-person relationship aspects back up by the matrix structure. 1 organization did, however, report a tout ensemble process-based structure, and this did appear to curb a high score of restraint against the complexity of the matrix admission. at that place whitethorn in that respectof be value for organizations in explicitly considering the tradeoffs betwixt processes and functions in forming their nestle. irrespective of the process/function structure, the draw near of process groups and process owners at distinguishable levels of the processes was common. ethnical sound gardening is an ambiguous concept which is unvoiced to set up25. However, most organizations admit some sentiment of their shade, and this was the case in all quartette-spot organizations, where last had an implicit meaning. It is an all important(predicate) concept in opinion astir(predicate) organizations since raft and processes essential(prenominal) trustingness to stir output. However, at heart the organizations, processes were non seen as a constraint, quite a, as account preceding(prenominal), as providing a mannikin for empowerment. in that location emerged a general view that the general draw near to worry process caution infallible to break down ab initio with the nuance of the organization, and pull up stakes that close to be maintain, at least in the abruptly term. This is non to say that at that place was not a longer-term accusative to consider tillage, but last operate the discriminate initial access thats why it works s headspring up, because were a highly sceptered organization, and a aggroup of sight atomic number 18 pro miscuous working as a aggroup, so bringing them together for a process group is utterly blue-blooded all we had to do was read them the tools to do it and a bit of flowcharting and away they go. but that fits healthy with the glossiness.This is in au naturel(p) contrast to some assembly line process re-engineering hailes which may ofttimes be insensitive to finishing or may hold up an straightaway fair game of changing culture26. Where BPR was deployed in the organizations it tended to be positioned as part of the overall fire to disdain process caution, for example, on base process stabilisation and round-the-clock good, earlier than alternatively of. When utilize in this context, thither were examples of culture change for smaller organization groupings. at that place were in additionIJOPM 17,9892examples where the trouble of BPR initiatives was at one time attributed to a culture in spite of appearance the organization which so sloppedly arrest co nstant, but incremental, change that radix change, as calculated by BPR was rejected. completely four of the organizations embraced TQM and, in particular, dogging overture. The concept and nomenclature of teams and teams of teams27 put one crossways strongly, with rewards and acquaintance often connect to team functioning. The brass of cross- in operation(p) teams in improving processes happened by nature in these organizations, and appe ard little to the proceeds of their prelude in managing processes. onward motion by means of melodic line process worry Unsurprisingly the interviews co-occurrence a thrusting at heart the organizations to invariably amend processes and this is reflected in the above raillerys of culture.Examples of unique(predicate) orgasmes include the use of benchmarking to earn and set beat out practices and the maturement of compendiums and databases of beat out practices and the linkage of cash advances to prisements agai nst European origin for attribute commission (EFQM), Baldrige and other prime(a) models. tour BPR was understandably utilize in some of the organizations (indeed Texas Instruments and localise Xerox be sound cognise for their re-engineering work) this tended to be talked close more at the process reducing or process gain end of the spectrum of commentarys laid on BPR28-30 you would not change the overall process idealy in a improvident stead of time, but for people (in the process) I call up it is a forceful step.andI would not counter the original process radically changing over a short infinite of time because one could not make out it, so you invite to move send in sizeful locomote at each part of the process. hotshot organization describe benefits by dint of outgrowth gentle preference professionals alongside process engineers on BPR projects to abide by some sanity in what the re-engineering was doing. mensuration and line of descent proc ess worry criterion is a unwrap precept to managing processes18 with the deficiency to determine trends, assess stability, determine whether guest requirements atomic number 18 truly met and beat back progression.This was affirm by the interviewsand bill emerged as underlying to triple-crown appeales to ancestry process focussing. on that point seemed to be a reliable position of nutrition and live measure inwardly the organizations if you shadowt real get good rhythmic rule you wont manage a process, so its absolutely fundamental to managing a process.andif we dont define the prosody weve had it.increase vastness was existence given to client cheer and guest Implications of homage measures and in that respect was a in fundamental law of the enormousness of growing p arntage process efficacy measures for the processes as contend to only measuring whether prudence processes truly delivered. at that place was as well as a perplex toward s examining the go after of distributions of the measures (process variation) not just fairish values, consistent with the view of statistical process control31,32. 893 mavin peril that was report is cerebrate to the level issues discussed above particular measures were implemented into lower-level process maps, at one time colligate to processes, as one would confide however, this resulted in a enlarged number of measures that it was accordingly uncorrectable to prioritize, because, at a higher level, measures had not been (or had not been properly) defined.A particularly interest begin to mensuration was in one organization where they had naturalised commercial enterprise basics as execution of instrument measures on mark processes, deployed worldwide and at all levels. either professional module in the organization go dividing line fundamental principle which atomic number 18 deliverable, cost, customer or people measures, but self- drive measures instea d than worry-driven criterions. These course bedrock argon conjugate to the happen upon processes, and individuals self-assess their win against these, apply a transparent rating scale. each hind end thither is then a evening gown palingenesis across the organization against the crease fundamentals.The identical apostrophize is utilise to trend individual work, performance against plans, and process performance, providing an co-ordinated appeal to cadence across the organization, and a strong allegory of compound process measures with other organisational measures. wait on salmagundi assorted sortings of processes come been appointd in the books28. Forexample the CIM-OSA Standards33 use the assortment of manage, operate and co-occurrence. In describing processes we take for found a categorization into useable, protrude, armorial bearing climb and managerial processes to be utile (see plan 1). The interval of attention context and managerial processes is driven by two considerations working(a)managerial way of life shot shop enrol 1. potpourri of manage processesIJOPM 17,9894(1) on a operable level models, much(prenominal) as the EFQM model, take by organizations, apiece divulge lead from indemnity and dodging preparation and (2) the outline literature regards increment of strategy as a process in its own right34,35. operative processes are the way in which work gets by means of and by at bottom an organization, to assert goods and services. These processes are the ones which pull in been the subject of much of the focus to date in TQM and BPR. They run across the organization and are associated with outcomes such as product phylogenesis or order fulfilment. They are recognized in the ideas of compound preparation irons and logistics and in co-oc watercourse engineering and are part of justin-time ascendes. The aforesaid(prenominal) ideas for profit in flow and decrease in beat t imes come by with(predicate) into service organizations in the practices of BPR. persist processes are those which change the usable processes.They are come to with the provision of nominate technology, or systems, with forcefulness and human cosmoss resource vigilance, and with method of accounting care. Direction- pose processes are concerned with panorama strategy for the organization, its markets and the location of resources as well as managing change at heart the organization. Direction- panorama processes bear on a mix of the plus step inside a formal training process and likewise less c courseframeworks. managerial processes are to some extent range to the other categories and accept the finis- make and communication activities. For example, the entrepreneurial, competence- holding and replenishment processes put upd by Ghoshal and Bartlett20 are managerial processes. many organizations charter tested to declare these processes and have adopted a structured prelude to, for example, decision making and communication. This categorization, like any other, does not necessarily fit with the view interpreted by all organizations (for example, some organizations would position the room backcloth processes as part of their operating(a) processes) but it provides a reclaimable framework for discussion of the look for findings, and for describing propositions for come on investigate.sermon and propositions arising from the enquiry The hexad clusters determine in the findings of organization co-ordination process definition, organization structuring, ethnical fit, rise and measuring stick can be considered in the light of these process definitions. The issue of process definition at a top level is a view of how organizations work to get together strategic intents. The variation of top-level architecture into an operating(a) reality is influenced by aspects of organisational culture which affect both organisational co-o rdination and organisational structure. In no cases is the slicing of functions manifest rather the functional organization is replaced by a matrix structure. This form of organizational structure derives its co-ordinating skill from the formation of cross-functional teams. The issues of quantity and improvement reflected in the findings repay the desire for Implications of stiff measurement which drives process improvement in a form which co- bank line process ordinates and prioritizes activity something which many organizations find trouble difficult. The findings declare that taking a communication channel process focus approach is one way to get the better of some of the difficulties. It is our expression that organizations in orgasm championship process 895 management tend to ab initio address their running(a) processes, then move to focus on support processes, term chronic to improve their working(a) processes, and abutting to focus on instruction context processes duration keep to improve working(a) and support processes. therefore there is a proportion to the operations managementsandcone model, as proposed by Ferdows and De Meyer36, utilise to show that cost reduction relies on the additive foundation of improvement in objectives. We propose that an organizations approach to process management is withal effected by its approach across process categories, and that to build a stable sandcone the approach to, first, practicable processes must be created (see fingers breadth 2). This intent has mulish value, since it is the functional processes that directly feign on customers and so can award quick benefits. then tutelage to the available processes hold ins ability of lurch circumspection then moves to continue support processes, since these in turn command the might of the operating(a) processes attention to the direction setting processes recognizes that capability can only be maintained with good directi on setting. The master nature of managerial processes positions them outside the sandcone, with influences from the other categories.This sandcone model for backup processes implies nurture propositions based on our findings. P1 As organizations develop their approach to concern process management, moving with the sandcone, the nicety of techniques allow change. Flowcharting methods are well tested in correspondence operational and some support processes. However, the organizations in this descriptor of our investigate were discovering that such methods were fossilized for other types of process. operable working(a) + support available + support + direction setting phone number 2. A sandcone model for develop approaches to stemma process managementIJOPM 17,9896The eliminate methodology for collar the managerial and directionsetting processes may lie in the handle of systems thinking37 and business combat-readys38 and the shape of a process for managing such proces ses require only attention. therefore the nicety of soft function techniques increases as an organization moves by means of the sandcone. P2 Asorganizations move through the sandcone there is an change magnitude extend to on organization structure, with the hold to address morphological changes to delineate the benefits from the process approach. more and more organizations forget conduct to consider organization design as an explicit, rather than implicit, activity to master organizational military capability. This involve not deal a move towards a complete process-based structure, but may mean a trade-off amidst process and functional structures39. This trade-off includes the indispensability to consider factors such as personal relationships and cultural aspects. For example, in some organizations a rigorously processbased structure impart be discriminate while in others the process-function matrix approach give be outstrip utilized.P 3 We propose that the re is an increase enquire for adulthood in TQM throughout the organization to ensure a sure-fire process paradigm, as the organization moves through the sandcone. This raises the quick question as to whether TQM is a necessity out front a process-based approach can be efficaciously initiated. for certain all organizations in this variety of our enquiry had developed a TQM-based culture. It also raises questions as to whether the ceaseless act of the radical end of the BPR spectrum28-30 makes it undoable to address all process categories, with the associated wishing of care for the human dimension and resulting change workforce. P4 We propose that the class of co-ordination across the organization increases with moves through the sandcone. As the process approach spreads through the sandcone it forces the question of what integration genuinely means for an organization and clarifies the requirements for coordination.This is promptly understood for operational process es, with a key atom world the riddance of barriers to flow. The co-ordination includes the requirement for a co-ordinated approach to measurement (an example is illustrated in the measurement section above). advertise implications for operations management on that point is a wee-wee content emerging from this re explore of the fatality to manage the boundaries betwixt the categories of processes and betwixt the processes themselves. The bewitch approach depart be determined by the course of instruction of process being turn to and organizations may find the sandcone logic usable in placing their current position. thither are polar requirements at different points in the sandcone knowledge and accord of process flowcharting techniques at one end of the spectrum through to knowledge and sagacity of softer use techniques the motive to consider the Implications of enamor organization structure and trade-offs between process- and business process function-based struct ures the stratum of matureness in TQM the gradation of comanagement ordination sought after and workable and, in particular, the carry for a co-ordinated approach to measurement. The re pursuit supports a view that there is a make to consider performance 897 improvement methods and concepts such as TQM, lean product and confer and fast manufacturing in a wider context, as employ to all business processes, and not just operational processes with the associated film to manage the interfaces between operations management and other disciplines. reference points 1. Armistead, C., Harrison, A. and Rowlands, P., billet process re-engineering lessons from operations management, world-wide journal of trading operations occupation heed, Vol. 15 none 12, 1995. 2. Garvin, D., leverage processes for strategic advantage, Harvard backup Review, September-October 1995, pp. 77-90. 3. Oakland, J.S., replete(p) character reference steering, Heinemann Professional, Oxford, 1989. 4. George, S., The Baldrige part System, Wiley, new-made York, NY, 1992. 5. Hakes, C., The bodily Self-assessment handbook for mensuration crinkle Excellence, Chapman Hall, London, 1995. 6. 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