Reorganization or reengineering is not a new phenomenon. In fact, since the early
1990s, a multitude of large and small companies have participated in the exercise,
including AT&T, Progressive Insurance, Hewlett-Packard, Johnson & Johnson, Chrysler,
Ford, PepsiCo, and so forth. Hammer and Stanton (1995) define reengineering as “the
fundamental rethinking and radical redesign of business processes to bring about
dramatic improvements in performance” (p. 3). Depending upon the desired results,
performance can be measured by reducing costs, increasing speed, or improving