Abstract
The fast-changing pace of the modern business environment has led many manufacturing firms to search for new ways to gain and sustain competitive advantage. As a result, new approaches such as total quality management (TQM), empowerment of customer service personnel and business process reengineering, have emerged, placing a greater emphasis on meeting the requirements of the customer. In order to implement these and other approaches, firms have looked to advances in technology and its promises of, among other things, shorter cycle times, lower costs and lower defective product rates.
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