Chapter5

Using the Process Lever to Transformto a More Real-Time Organization

The smartphone is a handheld personal computer and communications system. Smartphones have provided an explosive vehicle for real-time organizations to digitally transform processes. Numerous retail stores such as Home Depot and Walmart have launched applications that allow their customers to place orders from home or from their mobile devices and then pick up the purchases at the store while they are running day-to-day errands. Stores provide special designated parking areas and special counters so customers can readily walk in and quickly pick up their purchases.

Moreover, when a brick-and-mortar store gives customers the ability to browse online before visiting ...

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