Reengineering posits a radical new principle: that the design of work must be based not on hierarchical management and the specialization of labor but on end-to-end processes and the creation of value for the customer.
Michael Martin Hammer...heavy investments in information technology have delivered disappointing results - largely because companies tend to use technology to mechanize old ways of doing business...Instead of embedding outdated processes in silicon and software, we should obliterate them and start over.
Michael Martin Hammer