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Process innovation--case studies of critical success factors

Abstract

In any organization, maintaining a competitive advantage is critical to success. In a service organization, process innovation is a key component in developing and maintaining competitive advantage. We studied 10 process innovation projects to determine which success factors are most important to a service organization when innovating new processes. Our sample projects were gathered from five separate service organizations: three within a telecommunications service company, one in a telecommunications equipment company, and one in a health insurance and finance management company. Two projects in each of the five organizations were studied, one successful and one unsuccessful. A ...

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