Critical success factors for BPR implementation in the public sector : a case study on the Hong Kong Immigration Department

Pao Yue-kong Library Electronic Theses Database

Critical success factors for BPR implementation in the public sector : a case study on the Hong Kong Immigration Department

 

Author: Chan, Wing-mui Helen
Title: Critical success factors for BPR implementation in the public sector : a case study on the Hong Kong Immigration Department
Degree: M.Sc.
Year: 1997
Subject: Public administration -- China -- Hong Kong -- Case studies
Civil service -- China -- Hong Kong
Reengineering (Management)
Hong Kong. Immigration Dept
Hong Kong Polytechnic University -- Dissertations
Department: Dept. of Computing
Pages: viii, 121 leaves : ill. ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1405439
URI: http://theses.lib.polyu.edu.hk/handle/200/1198
Abstract: Business Process Reengineering (BPR) has been one of the hottest topic in the business world in the West in the past few years. "Reengineering is concerned with the redesign of work so that it can be performed in a far superior way. Therefore reengineer is relevant for any organisation in which work takes place: profit or non-profit, private or public sector." (Hammer and Stanton 1995). However, in most of the BPR literature, the research and practices of the private sectors have been reported and not much was reported for the public sector and even less material could be found for BPR implementation in the Eastern world. This case study explores the critical success factors for the implementation of BPR in the public sector. The study centers on the BPR projects being implemented in the Hong Kong Immigration Department (ImmD). In 1991, the ImmD had carried out an Information Systems Strategic Study and a long term Information Systems Strategy (ISS) was formulated. Large scale computerization in conjunction with BPR was carried out in the department and all the systems and BPR initiatives under the strategy were successfully implemented by end 1995. Through the study of the implementation of these BPR projects, the critical success factors that are needed for successful implementation of BPR in the public sector were identified and a model on successful BPR implementation was built. This dissertation is divided into the following 7 chapters:- - The first chapter is an introduction to the objectives of the project, the problem domain and the scope of the study. It also gives the background information of the subject studied. - The second chapter outlines the research approach and the research design. In this project, the case study methodology using a single organization was adopted. - The third chapter provides a review on the relevant literature pertaining to BPR. Since the project concerns the success factors for BPR implementation, the success factors as presented in the literature are studied and evaluated. - The fourth chapter is an account of the implementation of the ISS and BPR projects in the ImmD. The result of the ISS and BPR implementation are evaluated with a view to demonstrate that it was a success. - The fifth chapter describes the development of the model (Pyramid Model) for the successful implementation of BPR. This Pyramid Model segregates the success factors for the implementation of BPR in the public sector into four levels each having a different level of significance in the implementation of BPR. To test the validity of the Pyramid Model, the model is used to explain the implementation of other BPR projects in the ImmD. - The sixth chapter focuses on evaluating the Pyramid Model in terms of its completeness, limitations and the areas for refinement. Since the model was developed through the study of a public organisation, attempts are made to explore whether the model is applicable to other area. Furthermore, the contribution of the study to the field of knowledge is also discussed. - The seventh chapter concludes the findings of the study. It mainly addresses issues concerning the implementation of BPR in the public sector, the experience gained through the current case study and the propose follow-up issues. The main research findings from this case study are: * The implementation of BPR in the public sector is different from the implementation of BPR in the private sector because of the inherent difference in the nature of businesses and the constraints that are faced by the two sectors. Hammer and Champy (1995) have pointed out that there are a number of difficulties that are associated with reengineering in the public sector which include difficulty in measuring performance, difficulty in breaking down departmental barriers and lack of operational experience of department heads, who mainly deal with policies and not opemtional matters. * Although there are differences in the implementation of BPR between the private and the public sector, the current case study had revealed that the generic BPR model proposed by Hammer and Champy (1993) and that proposed by Butler (1994) are applicable to the public sector. * Critical success factors for the implementation of BPR can be categorised into different levels and represented in a 4-level Pyramid Model. * Many BPR researchers have considered that IT is the key enabler of BPR. The current research has strengthened this argument concerning the relationship between BPR and IT. * According to Errico et al. (1993), "there is a lot of commonality" between reengineering and strategic information systems planning. The current case study had demonstrated that ISS and BPR are basically intertwined.

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