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Customer Participation and Commitment in BPR

In: Reengineering In Action The Quest for World-Class Excellence

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  • VERONIKA THURNER

    (Department of Computer Science, Technical University of Munich, Arcisstr. 21, 80290 Munich, Germany)

Abstract

Based on experience that was partly gathered in project cooperation with Siemens Nixdorf, we present a systematic approach to BPR, covering a methodology for information retrieval, process modeling and structuring, weakness analysis, and development and testing of concepts for improvements and change. Furthermore, we focus on our tactics for coping with psychological barriers of those employees of the client organization that are involved in and affected by a BPR project, and our way of motivating them to identify themselves with improvements and change.

Suggested Citation

  • Veronika Thurner, 1999. "Customer Participation and Commitment in BPR," World Scientific Book Chapters, in: Chan Meng Khoong (ed.), Reengineering In Action The Quest for World-Class Excellence, chapter 16, pages 289-307, World Scientific Publishing Co. Pte. Ltd..
    • Handle: RePEc:wsi:wschap:9781848160576_0016
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