People: overlooked by re-engineering.

Abstract

Three years ago, re-engineering became the "next big thing" with the publication/Re-engineering the Corporation: A Manifesto for Business Revolution by Dr. Michael Hammer and James Champy, who proposed that marketing, sales and service people could be formed into streamlined "process" teams which, with less supervision, would combine tasks and make the most of computer technology. The concept, designed to cut costs, is now a catch-all for layoffs and unreasonable performance expectations.