ABSTRACT
Following BPR in the mid-and late 1990s, Enterprise Resource Planning (ERP) systems gained organizational focus and became the next big thing. These were supposed to deliver improved ways for organizations to operate, and were sold by many vendors as the ‘solution to all your problems’. The ERP systems certainly did not solve an organization’s process issues, nor make the processes as efficient and effective as they could have been. Towards the end of the 1990s and in the early 2000s, many CRM systems were rolled out with extensive focus on the customer view and customer experience. While this provided focus on the front office, it did not improve the back-office processes. More recently, Six Sigma has started to come into its own.
