Abstract
AbstractAlthough reengineering techniques have been broadly applied to enhance manufacturing environments and improve customer relations in the service sector, little has been written about their potential for boosting productivity in small offices occupied with the performance of repetitive tasks. Employing work process analysis tools, personal computer technology, and a redesigned physical office layout, the staff of the international technical journal Surface Science reengineered their editorial work process. As a result, they reduced the operation of a 1,000 manuscripts‐per‐year office to a part‐time assignment for the editorial office supervisor and editor. In addition, they introduced measurements of customer satisfaction to ensure continuing improvement without sacrificing the quality of their publication.
Published Version
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