Abstract :
The abolishment of conventional structures and the reduction of control have made it possible for colleagues and teams to be aware of their responsibility independently. Therefore, managers can spend more time supporting the employees. Process teams do not need a boss, but a coach who gives advice, who does not take part in the game but who knows the rules and who is always available. The new manager prepares the way for his colleagues and creates the necessary surroundings. It is about being capable to get along well with people and to be proud of the achievement of others e.g. (Hammer, 1994). The paper discusses business re-engineering and customer satisfaction.
