Business process reengineering in the public sector : a case study of BPR on day-to-day maintenance operations in Hong Kong Housing Authority

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Business process reengineering in the public sector : a case study of BPR on day-to-day maintenance operations in Hong Kong Housing Authority

 

Author: Ng, Yuet-ling
Title: Business process reengineering in the public sector : a case study of BPR on day-to-day maintenance operations in Hong Kong Housing Authority
Degree: M.Sc.
Year: 1997
Subject: Public administration -- China -- Hong Kong -- Case studies
Civil service -- China -- Hong Kong
Reengineering (Management)
Hong Kong Housing Authority
Hong Kong Polytechnic University -- Dissertations
Department: Dept. of Computing
Pages: [159] leaves : ill. ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1405435
URI: http://theses.lib.polyu.edu.hk/handle/200/428
Abstract: Business process reengineering (BPR) originates from US and fosters in US from early 90s. BPR has been described by Business Week as the 'hottest management concept since the quality movement', by Fortune as the 'hottest trend in management', and by The Financial Times as 'one of the key management concepts of the 1990s'. From an Information Systems (IS) perspective, many of the leading proponents of BPR identify information technology taken a central role in BPR. It is clear that BPR is a major new development in management thinking which deserves the serious attention of IS researchers. This paper aims to explore the extent to which the ideas and approaches of BPR are relevant to the public sector so that BPR can work in the public sector with similar good effects in the business sector. Many exponents believe that BPR has a generic validity, so that it has come to be applied to any industries and to both business and public sector activities. This paper evaluates the central concepts and practices of BPR against the cultural traditions of public sector work practices, and illustrates BPR applications in actual public sector situations. This paper will help the public sector to adopt and adapt BPR to its own working environment. In this research, an Integral BPR Model is developed with reference to extensive literature review on the concepts and implementations of BPR, regardless the sector in which the BPR is undertaken. The Integral BPR Model is a comprehensive BPR model integrating the key concepts of BPR and the BPR implementation approach. In the Model, the key BPR components comprise of processes, jobs and organization structures, management systems, culture, customers and technology. These components are generic to both business and public organization. Likewise the BPR project implementation approach which is adapted from the classical project implementation approach can be adopted for any projects regardless of the sectors in which the projects is carried out. Hence, the Integral BPR Model is a generic model applicable to both business and public organizations The context and settings of public sector is different from the business sector. The distinguishing features of the public sector are identified and analyzed. They are considered to be constraints on applying BPR in the public sector. To undertake BPR in the public sector, adaptations are required to minimize these constraints in order to achieve maximum benefit of BPR in the public sector. A Public Sector BPR Adaptive Framework is formulated to adapt BPR to the unique settings of the public sector. The Integral BPR Model and the Public Sector BPR Adaptive Framework is applied to the BPR on Day-to-day Maintenance Operations in Hong Kong Housing Authority. The case study describes and analyze the public sector BPR case and explores the validity and applicability of the Integral BPR Model and the Public Sector BPR Adaptive Framework. The empirical results in the case study validate the major constructs of both the Model and the Framework. The empirical results also identify enhancements to the Model and the Framework. The Model and the Framework are revised to incorporate these enhancements. The enhanced Integral BPR Model and Public Sector BPR Adaptive Framework provide a basis for undertaking BPR in public sector. This paper finds that the core constructs of BPR applies to both business and public sector, that is, the Integral BPR Model, which is a comprehensive BPR model integrating the key components of BPR, the implementation approaches and their relationships, is applicable to both business and public sector. However the settings for the public sector are different from the business sector. The distinguishing features of the public sector imposes constraints on applying BPR in the public sector. To undertake BPR in the public sector, adaptations are made to minimize the constraints in order to achieve maximum benefit of BPR in the public sector. Because of these constraints, it is expected that the extent of dramatic performance improvement in public sector BPR is not as good as its counterpart, the business sector.

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