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07030248044ABSTRACT
The study examined effect of business process re-engineering on the organizational objectives of First Bank Plc, Kaduna. A survey study was used to obtain empirical data from the field, through the use of 21 item questionnaire design in five likert scale. The population consisted of staff of First Bank Kaduna main branch Yakubu Gowon Way. Out of a total population of 125 staff 100 was selected using the simple random selection technique. The research findings indicate that business process re-engineering facilitates goal attainment through improvement in the workflow of an organization thereby increasing efficiency and enhancing customer satisfaction. The method of business process re-engineering in First Bank is basically continuous process improvement, value-stream reinvention and enterprise redesign. Inspite of the positive effect of re-engineering in an organization, it is confronted with the problem of change resistance by employees, cultural resistance, implementation risk as well as the problem of delegating re-engineering task to outsiders.
TABLE OF CONTENTS
Title Page – – – – – – – – – – i
Declaration – – – – – – – – – ii
Approval Page – – – – – – – – – iii
Dedication – – – – – – – – – – iv
Acknowledgement – – – – – – – – v
Abstract – – – – – – – – – – vi
Table of Contents – – – – – – – – vii
CHAPTER ONE – INTRODUCTION
1.1 Background of the study – – – – – – 1
1.2 Statement of the problem- – – – – – – 2
1.3 Objective of the study – – – – – – – 3
1.4 Significance of the study – – – – – – 4
1.5 Research questions – – – – – – – 4
1.6 Scope of the study – – – – – – – 5
1.7 Limitation of the study – – – – – – 5
1.8 Definition of terms – – – – – – – 6
CHAPTER TWO – LITERATURE REVIEW
2.1 Introduction – – – – – – – – 7
2.2 Concept of business process re-engineering – – – 7
2.3 The effect of business process re-engineering on organizational objectives – – – – – – – – – 14
2.4 Various method of business process re-engineering – 16
2.5 The challenges of business process re-engineering – – 26
2.6 Summary of the literature – – – – – – 32
CHAPTER THREE – RESEARCH METHODOLOGY
3.1 Introduction – – – – – – – – 34
3.2 Research design – – – – – – – – 34
3.3 Area of Study – – – – – – – – 35
3.4 Population of study – – – – – – – 35
3.5 Sample size and sampling techniques – – – – 35
3.6 Instrument of data collection – – – – – 35
3.7 Validity – – – – – – – – – 36
3.8 Reliability – – – – – – – – – 36
3.9 Method of data collection – – – – – – 37
3.10 Method of data analysis – – – – – – 37
CHAPTER FOUR – DATA PRESENTATION AND ANALYSIS
4.1 Introduction – – – – – – – – 39
4.2 Respondent characteristics – – – – – – 39
4.3 Data analysis – – – – – – – – 40
4.4 Summary of finding – – – – – – – 48
4.5 Discussion of Finding- – – – – – – 49
CHAPTER FIVE – SUMMARY, CONCLUSION RECOMMENDATION
5.1 Summary – – – – – – – – – 52
5.2 Conclusion – – – – – – – – – 53
5.3 Recommendation – – – – – – – 53
Bibliography – – – – – – – – 54
CHAPTER ONE
INTRODUCTION
1.1 Background of the Study
Business process re-engineering (BPR) is the analysis and design of workflow and process within an organization. According to Davenport (1990) a business process is a set of logically related task performed to achieve a defined business outcome. Re-engineering is the basis for many recent developments in management. The cross functional team, for example, has become popular because of the desire to re-engineer separate functional task into complete cross-functional processes. Many recent management information systems developments aim to integrate a wide number of business functions. Enterprise resource planning, supply chain management, knowledge management, groupware and collaborative system, human resource management systems and customer relationship management.
Business process re-engineering (BPR) began as a private sector technique to help organizations fundamentally rethink how their work in order to dramatically improve customer service, cut operation cost, and become world-class competitors. A key stimulus for re-engineering has been the constituting development and development of sophisticated information system and networks. Leading organizations are becoming bolder in using this technology to support innovative business processes, rather than refining current ways of doing work (Marshal, 2007).
Business process re-engineering is basically the fundamental re-thinking and radical re-design, made to an organization’s existing resources. It is more than just business improvising.
The importance of business process re-engineering cannot be overemphasized within the framework of assessment of organizational objective. Hence the need to study the subject matter of this research: the effect of business process re-engineering on the organizational objective in first Bank Plc Kaduna main Branch, becomes worthy of investigation.
1.2 Statement of Problem
Business process re-engineering has earned a bad reputation in several organization because such project have often resulted in massive layoffs (Roberts, 2004). This reputation is not altogether unwarranted, since companies have often downsized under the banner of re-engineering. Furthermore, re-engineering has not always live up to its expectation because re-engineering assumes that the factor limiting an organization’s performance is ineffectiveness of its process (which may or may not be true) and offer no means of validating that assumption. Hence the need to investigate business process re-engineering become the problem in which this research is triggered.
1.3 Objectives of the Study
The central objective of the study is to:
1.4 Significance of the Study
The study will be beneficial to corporate organization and First Bank in particular especially as they use the findings of this research as a basis to re-design their workflow or process. The study will add to existing knowledge on business process re-engineering and would serve as a good reference materials to individual students, scholars and researcher who may wish to use this research work as a spring board to undertake similar research work.
1.5 Research Questions
1.6 Scope of the Study
The study covers an examination of the effect of business process re-engineering on organizational objective of First Bank Plc Kaduna as well as the evaluation of workflow re-design and its effect on the operation of First Bank and the issues and constraints hindering business process re-engineering in First Bank. Collection of primary data will be restricted First Bank Plc Kaduna Main Branch. The study covers a period from 2011 to 2012 being the time allowed for this study.
1.7 Limitation of the Study
The limitation of this study arise from the shortcoming of the research design, the instrument of data collection and the non-challant attitude of respondents. For the fact that the survey study is used it is not certain whether other research design such as the descriptive design, historical design or ex-post design will yield the same result. It is not also certain if the same result would be obtained if other kind of instrument of data collection other than the questionnaire is used to obtain data. Besides, the non-challant attitude of the respondents and the over exaggeration or understatement of their responses when scoring the items in the questionnaire could affect the validity of their responses. These limitations should be taken cognizance of by other researchers conducting similar studies.
1.8 Definition of Terms
Re-engineering – re-design of work process
Workflow – work process or procedures
BPR – This is an acronym for business process re-engineering
BPM – This is an acronym for business process management
Process innovation – Introduction of new technique in work procedure
Process improvement – this is the incremental, gradual and constant change or innovation in workflow
TQM – This is an acronym for total quality management
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