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Hammer, M., & Champy J. (1994).  Reengineering the Corporation: A Manifesto for Business Revolution.
"We found that many tasks that employees performed had nothing at all to do with meeting customer needs—that is, creating a product high in quality, supplying that product at a fair price, and providing excellent service. Many tasks were done simply to satisfy the internal demands of the company's own organization." (p. 4)

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