... more recently, in the 1980s, a new approach to quality management was developed called Business Process Re-engineering, this was developed in America and uses Total Quality Management as a platform, therefore this approach has a number or similarities to Total Quality Management, however there are some radical differences too. One will examine the business process re-engineering approach, then look at how the implementation of this approach within organisations affects a number of stakeholders, namely the managers, employees and customers. Business process re-engineering can be defined as "the fundamental rethinking and radical redesign of business processes to achieve dramatic improvements in critical measures of performance, such as cost, quality, service and speed." (Hammer, 1990, cited from M Keleman, 2003) From this definition alone, it is apparent that the business process re-engineering approach encourages a very sharp and quick change in the way a task or process is carried out within an organisation ...

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