Abstract
This paper reports a case study of a well-advanced deployment of a strategic program of business process performance improvement at a major Middle Eastern utility company. It illustrates the strategies, organizations, methodologies, and stages that the company has followed in implementing its improvement programs. It also critically analyzes the contextual climate of improvement in the company and distills valuable lessons from its successful experience. The central theme of the paper demonstrates how different scales of improvements can be strategically unified to gain superior performance. Copyright © 1999 John Wiley & Sons Ltd.
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