Reengineering the Corporation ^{2nd Ed.}

Reengineering The Corporation is the pioneering book on the most important topic in business circles today: the radical redesign of a company's processes, organisation and culture to achieve a quantum leap in performance.

Adam Smith broke work down into specialised tasks. Hammer and Champy explain that instead of tinkering with — or simply computerising — an aspect of the work design, the answer is to redically redesign the whole process. Business reengineering isn't about fixing anything — it's about starting again, about reinventing the nature of work and corporate structures from top to bottom.

Michael Hammer and James Champy show how some of the world's premier corporations are reengineering to save hundreds of millions of dollars a year, achieve unprecedented levels of customer satisfaction, and speed up and make more flexible all aspects of their operations.

Reengineering is for the '90s what Strategy was for the '70s and Quality was for the '80s. After a decade of restructuring and downsizing, of cutting costs and capacity, managers need to rethink boldly to yield the dramatic improvements for companies, both big and small, to compete successfully in a changing world.

This expanded edition — with a new Chapter on 'Questions that Readers Ask the Most' — shows them how.

• A Note to the reader
• Introduction

1. The Crisis That Will Not Go Away
2. Reengineering — The Path to Change
• Reenginnering Formally Defined
• Key Word: Fundamental
• Key Word: Radical
• Key Word: Dramatic
• Key Word: Process
• Example: IBM Credit
• Example: Ford Motor
• Example: Kodak
• What Reengineering Isn't
3. Rethinking Business Processes
4. The New World of Work
5. The Enabling Role of Information Technology
• Learning to Think Inductively
6. Who Will Reengineer?
• Leader
• Process Owner
• Reengineering Team
• Steering Committee
• Reengineering Czar
7. The Hunt for Reengineering Opportunities
• Choosing the Processes to Reengineer
• Understanding Processes
8. The Experience of Process Redesign
• The Redesign Session
9. Embarking on Reengineering
10. One Company's Experience — Hallmark
11. One Company's Experience — Taco Bell
12. One Company's Experience — Capital Holding
13. One Company's Experience — Bell Atlantic
14. Succeding at Reengineering
15. Questions that Readers Ask the Most

• Epilogue

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