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x Contents

Implications for Management 236
Summary 237 • Exercises 238 • Review Questions 238
Discussion Questions 238
! CASE 8.2 Real-World Case: Human Resource Implementation at the
Institute 239
Appendix A 241

Chapter 9 ORGANIZATIONAL CHANGE AND BUSINESS PROCESS
REENGINEERING 242
! CASE 9.1 Opening Case: FoxMeyer Drugs 243
Preview 244
Reason for Change 244
Organizational Commitment 245
Change Management 246
Business Process Change 247
Business Process Reengineering 247
BPR Methodology 248
Current BPR Tools 250
Business Process Management 250
Difference between BPR and BPM 251
Best Practices of BPM 252
BPM Software Vendors 253
Core Business Processes 253
Order-to-Cash BPM Solution from Dell Services 254
Optimizing Business Processes 256
Benefits of Implementing BPM 257
Other Examples of Success Stories 258
Role of ERP 258
Implications for Management 260
Summary 260 • Exercises 261 • Review Questions 261
Discussion Questions 261
! CASE 9.2 Real-World Case: Nike ERP Implementation 261
Appendix A 264

Chapter 10 GLOBAL, ETHICS, AND SECURITY MANAGEMENT 266
! CASE 10.1 Opening Case: Outsourcing at FERC 267
Preview 267
Outsourcing 268
What Is Outsourcing? 268
Outsourcing Drawbacks 270