 A case study analysis for implementing a BPR project at a global ICT companyMinwir M. Al-Shammari International Journal of Process Management and Benchmarking, 2023, vol. 15, issue 1, 90-106 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. (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:ids:ijpmbe:v:15:y:2023:i:1:p:90-106 Access Statistics for this article More articles in International Journal of Process Management and Benchmarking from Inderscience Enterprises Ltd |
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