business processes, strategy formulation, product evaluation, product testing, customer complaint, customer service, employee evaluation, Total Quality Management, Just-In-Time Systems, Six-Sigma, defect-free, flow-chart, process reengineering, efficiency vs. effectiveness, new processes, organizational culture, values, norms, adaptive culture, sclerotic culture, organizational change, organization inertia, manager's preconceptions, resistance to change, institutional constraints, incremental change, shock therapy, unfreeze and refreeze,