Successful factors for implementing business process reengineering (BPR) : an empirical study of financial services industry in Hong Kong

Pao Yue-kong Library Electronic Theses Database

Successful factors for implementing business process reengineering (BPR) : an empirical study of financial services industry in Hong Kong

 

Author: Chiu, See-fong Ida
Title: Successful factors for implementing business process reengineering (BPR) : an empirical study of financial services industry in Hong Kong
Degree: D.B.A.
Year: 2005
Subject: Hong Kong Polytechnic University -- Dissertations
Reengineering (Management) -- China -- Hong Kong -- Case studies
Financial services industry -- China -- Hong Kong
Department: Graduate School of Business
Pages: xi, 155 leaves : ill. ; 30 cm.
InnoPac Record: http://library.polyu.edu.hk/record=b1968198
URI: http://theses.lib.polyu.edu.hk/handle/200/5464
Abstract: Business Process Reengineering (BPR) is a management approach that emphasizes radically rethinking and redesigning business processes to achieve dramatic improvement in business performance. Global competition has forced financial firms to rethink their approaches to offering products and providing services to their customers. BPR has been adopted by many financial companies as an effort to improve their competitive position in the market and enhance their ability to achieve customer satisfaction through significant improvements in cost, quality, service and efficiency. This thesis documents an empirical study on the identification of the critical success factors (CSFs) of BPR implementation in Hong Kong's financial services industry. Through a thorough and detailed analysis of the literature, 6 preliminary factors with 42 items are identified and used in developing an instrument to measure the critical factors of implementing BPR in banking sector. The instrument is empirically tested using the data collected from 158 banking practitioners via the survey questionnaire. A factor analysis has carried out, which produces an instrument with 4 factors with 18 items. To ensure the validity of the instrument, two hypotheses are set to address the content, construct and criterion validity of the instrument.
Through the testing of hypothesis, this study also explores the relationship between BPR implementation and company performance. The key finding is that customer focus is the most significant predictor for BPR success. Using multiple regression analysis, the four identified CSFs of BPR, namely management commitment, communication of change, customer focus and use of IT are found to account for 36% and 15% of the variances in customer-oriented and profit-oriented firm performance respectively. The key implication of this result is that businesses must reengineer their core processes from a customer's perspective.

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