Will participative makeovers of business processes succeed where reengineering failed?

Abstract

In most cases, neither top‐down reengineering nor bottom‐up individualized processes and information systems best serve most companies' change purposes. What we need are intermediate solutions that allow for top‐level direction while remaining sensitive to the fact that business processes are human interactions. Fortunately, in the areas of both information systems and business processes, participative middle‐ground approaches are emerging.