Michael Martin Hammer - Reengineering the Corporation (1993)

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Sadly, we must report that despite the success stories described in previous chapters, many companies that begin reengineering don't succeed at it... Our unscientific estimate is that as many as 50 to 70 percent of the organizations that undertake a reengineering effort do not achieve the dramatic results they intended.

Michael Martin Hammer
Reengineering posits a radical new principle: that the design of work must be based not on hierarchical management and the specialization of labor but on end-to-end processes and the creation of value for the customer.

Michael Martin Hammer
The genesis of reengineering lies in a phrase one of us coined in the late 1980s: Automating a mess yields an automated mess. Unless an organization reconceptualized its operations, overlaying new technology on these operations accomplished little.

Michael Martin Hammer
America's business problem is that it is entering the twenty-first century with companies designed during the nineteenth century to work well in the twentieth. We need something entirely different

Michael Martin Hammer
A business process is a collection of activities that takes one or more kinds of input and creates an output that is of value to the customer. A business process has a goal and is affected by events occurring in the external world or in other processes.

Michael Martin Hammer
Business reengineering isn't about fixing anything. Business reengineering means starting all over, starting from scratch. Business reengineering means putting aside much of the received wisdom of two hundred years of industrial management,... How people and companies did things yesterday doesn't matter to the business reengineer.

Michael Martin Hammer
Reengineering is the fundamental rethinking and radical redesign of business processes to achieve dramatic improvements in critical contemporary measures of performance such as cost, quality, service and speed.

Michael Martin Hammer