“…A number of operations management researchers claim that, while competitive capabilities at the manufacturing firm level are defined as cost, quality, delivery reliability, and speed of delivery, operations-level capabilities should refer to routines (Ghosh, 2001;Schroeder et al, 2002). Capabilities building is linked mainly to the influence on organisational routines at the individual, organisational and network levels, which include customer/supplier integration and competitors (Capaldo, 2007;Newey & Zahra, 2009;Lisboa, Skarmeas & Lages, 2011;Capaldo & Messeni, 2011). Stephen et al (2015) point out that process management consists of three dimensions, which are process control, incremental process improvement and radical process improvement.…”