Title: A case study analysis for implementing a BPR project at a global ICT company

Authors: Minwir M. Al-Shammari

Addresses: Department of Management and Marketing, College of Business Administration, University of Bahrain, Kingdom of Bahrain

Abstract: This paper involves an in-depth analysis of implementing a business process reengineering (BPR) project at a global information and communications technology (GICT) services company in the Middle East. GICT dominated its market without real competition for decades but woke up in a very turbulent market full of strong competitors and fully aware customers who are demanding and selective at the same time. It undertook a review and improvement of its services to achieve excellent customer service standards and stay ahead of competitors. The paper analyses the BPR adopted framework, transformation journey, business results, and issues and challenges. The study employs an exploratory case study design, where in-depth interviews, field observations, and official records for data collection. The new process and structure design of GICT promoted an entirely new way of thinking and achievement of several benefits, such as functional collaboration, alignment of organisational objectives, and integrated and cross-functional customer service.

Keywords: business process; organisational structure; process reengineering; digital transformation; business process reengineering; BPR; ICT.

DOI: 10.1504/IJPMB.2023.132660

International Journal of Process Management and Benchmarking, 2023 Vol.15 No.1, pp.90 - 106

Received: 27 Dec 2021
Accepted: 08 May 2022
Published online: 07 Aug 2023 *

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