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Business Process Reengineering
C/B/3654. Dissertation. Business Process Re-Engineering: Critical Success Factors in Customer Service Department of Organisation X in Riyadh Area
- WORDS:
- 15300
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- Excel Data
- DATE:
- 2011
- PRICE:
- 159.99 GBP
The dissertation examines the factors behind successful business process re-engineering (BPR) offering a case study of BPR within the customer service department of organisation X in Riyadh. Literature is reviewed on the theory of change management with regard to the public sector, the principles of BPR, the causes of BPR success and failure, etc. The dissertation employs the methods of secondary and primary research carried out through questionnaires and interviews with the company managers and employees. Conclusions are made about the key barriers to the implementation of BPR projects by organisation X and the critical success factors (CSF) related to the service quality, cost and speed of BPR.
KEYWORDS: Dissertation, Business Process Re-Engineering, BPR, Critical Success Factors, CSF, Customer Service Department, Organisation X in Riyadh,
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