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Information technology has revolutionized the way business is conducted, especially since the adoption of the Internet by the business community over the last decade. As the marketplace has become global in character, conducting business electronically has opened up fresh opportunities for reaching new markets for both finding and selling products. New business models are emerging that allow organizations to both reduce costs and achieve competitive advantage through the manipulation of information accompanying the physical business process.

This book is about people and skilled work. There has been much turmoil in the business environment about how to best manage the balance between people and technology, at a time when pressures for cost reduction are ever greater. Our argument is that people are central to business success, and the appropriate use of technology should support their needs. This is not always easy in practice. We work in a period when change occurs in ever-shortening cycles. Black-and-white solutions may seem attractive, but the long-term consequences are rarely advantageous. A new system is required, build ing...