IDEAS home Printed from https://ideas.repec.org/a/ids/ijpmbe/v15y2023i1p90-106.html
   My bibliography  Save this article

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

Author

Listed:
  • Minwir M. Al-Shammari

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.

Suggested Citation

  • Minwir M. Al-Shammari, 2023. "A case study analysis for implementing a BPR project at a global ICT company," International Journal of Process Management and Benchmarking, Inderscience Enterprises Ltd, vol. 15(1), pages 90-106.
    • Handle: RePEc:ids:ijpmbe:v:15:y:2023:i:1:p:90-106
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=132660
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijpmbe:v:15:y:2023:i:1:p:90-106. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=95 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.