| 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. |
| Language: | English |
| 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. |
| Rights: | All rights reserved |
| Access: | restricted access |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| b19681987.pdf | For All Users (off-campus access for PolyU Staff & Students only) | 6.82 MB | Adobe PDF | View/Open |
Copyright Undertaking
As a bona fide Library user, I declare that:
- I will abide by the rules and legal ordinances governing copyright regarding the use of the Database.
- I will use the Database for the purpose of my research or private study only and not for circulation or further reproduction or any other purpose.
- I agree to indemnify and hold the University harmless from and against any loss, damage, cost, liability or expenses arising from copyright infringement or unauthorized usage.
By downloading any item(s) listed above, you acknowledge that you have read and understood the copyright undertaking as stated above, and agree to be bound by all of its terms.
Please use this identifier to cite or link to this item:
https://theses.lib.polyu.edu.hk/handle/200/5464