Includes index.

The crisis that will not go away -- Reengineering-the path to change -- Rethinking business processes -- The new world of work -- The enabling role of information technology -- Who will reengineer? -- The hunt for reengineering opportunities -- Embarking on reengineering -- One's company experience - Hallmark -- One's company experience - Taco Bell -- One's company experience - Capital Holding -- One's company experience - Bell Atlantic -- Succeeding at reengineering

"This book not only does an outstanding job of introducing basic concepts involved in reengineering business processes but also provides a simple, well-organized framework for even the uninitiated to pursue the process"