today's consuner-centric world has created a shift toward acess,transparency,consumer dialogue and risk reduction. coustomers'attual experiences with companies determine value and loyalty. efficiency in business processex is necessary but not sufficient to be competitive,the changing landscape caalls for inncvation and experimentation. which in turn require changes in culture,managerial capability and employee skills but even more important are changes where ghe rubber meets the road-that is ,fhe it-application cnvironment oriented toward rapid reconfiguration of business-process and work-flow technologies. 此下载文件来自于 企业管理资源网 www.3722. (大量管理资料下载)......