Managing change initiatives: JIT delivers but BPR fails
Knowledge and Process Management, 7 (1):
11--19 (March 2000)DOI: 10.1002/(SICI)1099-1441(200001/03)7:1<11::AID-KPM75>3.0.CO;2-Y
Abstract
This paper reports on initiatives whereby JIT and BPR approaches were used with technology in an endeavour to improve business processes in a large public sector organization. Initially the study pursued the benefits of reducing waste in service processes (JIT) and found that significant gains in productivity and customer satisfaction were demonstrated. However, attempts to extend the gains by application of BPR across the wider organization found that comparable benefits were not realized. Major impediments include conflict between organizational structures and strategy, and lack of direct business imperatives with respect to the changes. Recommendations for practitioners are included. Copyright © 2000 John Wiley & Sons, Ltd.