Reengineering the Selling Process in a Showroom

Reengineering the Selling Process in a Showroom

Jakov Crnkovic (State University of New York at Albany (SUNY), USA), Goran Petkovic (University at Belgrade, Yugoslavia) and Nebojsa Janicijevic (University at Belgrade, Yugoslavia)
Copyright: © 2002 |Pages: 14
DOI: 10.4018/978-1-93070-840-2.ch034
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Abstract

The case presented chronicles the reengineering efforts of a small Yugoslavian showroom wholesaler. Following an initial period of success, the company subsequently became unable to deliver the promised level of quality and service. A team of consultants was engaged who recommended business-process reengineering in order to help improve performance. The strategy they devised for the company involved replacing functional specialists with case managers. While the strategy was successfully implemented, it was not followed by appropriate changes in information technology, thus limiting the effectiveness of the entire process. The goals of this case are threefold. The authors seek: 1) to help the reader understand the current situation; 2) to develop a swift fix strategy; 3) to outline tactical and strategic plans for future development. Readers will be able to review several working prototypes1 of information subsystems designed to support the suggested reengineering process.

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