...Spiros Gounaris; Mustafa Tanyeri; Simon K. Milton; Lester W. Johnson Purpose The purpose of this paper is to compare and contrast a customer‐focused service process diagram tool (blueprinting) with an organizational‐focused process diagram tool (business process modeling notation, or BPMN...

.... Coordination among members of the network and the the transfer of quality products and services among members of the network are the key factors in achieving success. The proposed framework presented in this paper utilizes a multi‐agent model to monitor quality within a virtual enterprise network to ensure...

...Tito Conti Total quality management (TQM) models claim to set the criteria for organisational excellence. In fact, some of them have been plainly named “excellence models”. However, while some of those criteria are ethically neutral, others have big ethical and social implications that deeply...

... that: "the pendulum has swung too far the other way." Unfortunately, even the pendulum model is inadequate and catastrophe theory goes a step further. In the pendulum model, there is a still a strong component of continuity and a marked decelera­ tion just before the system changes direction. In a truly catastrophic...