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Process Improvement

Your approach to e-business may be determined via a business process reengineering (BPR) exercise—you may be applying Internet technologies in an attempt to increase customer satisfaction through improved business processes. Your analysis of processes relating to your customer's Web site experience will be part of a much greater whole.

It is not feasible, or desirable, for me to explore such broad BPR activities in this chapter. Here I must focus on the processes critical to delivering a quality customer experience on your Web site. However, having said that, I will draw on recognized BPR ideas and methodologies.


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