Sustaining process improvement and innovation in the information services function: lessons learned at the bose corporation
Orchestrating programs of organizational transformation that result in sustained process improvement represents a difficult managerial challenge. Yet, ever-changing customer requirements, electronic partnerships, and increasingly complex intraorganizational arrangements are forcing many well-established firms to transform themselves from function-based forms of organization into process-based systems of managerial, task, and evaluative arrangements.
IS SERVICE QUALITY PROCESS REDESIGN PROCESS INNOVATION ORGANIZATIONAL LEARNING CHANGE MANAGEMENT