A goal-based approach to the evaluation and documentation of business process re-engineering

The technical support team at a small European software firm was in virtual revolt. The product that they supported was error-prone and after three rounds of redundancies morale was at an all time low. With the arrival of a new management team, the support manager was given the remit to drastically improve productivity and increase the revenue potential of the department. Through a case-based approach, both qualitative and quantitative methods are used to evaluate the applicability of the goals, questions, indicators, measures (GQIM) approach in a field environment, illustrating the practical application of the conceptual work on goal-based methodologies that was previously presented in this journal (2002).