Increasing Pace of Change - Service Operations Management
The establishment of service operations management. Total quality management (TQM) widely adopted, ISO 9000, theory of constraints (TOC), Baldridge award, Internet - world wide web communications, development of enterprise-wide information systems (ERP) - systems such as SAP R/3 and Oracle client server software, business process reengineering (BPR), supply chain management, services management, Heskett's 'cycle of failure' model and the profit-value chain model.