Business Process Reengineering and Change Management Strategy to Overcome the Resistance to Change

Abstract

The objective of the study is exploring the implementation of business process reengineering (BPR) in public organization to improve service performance. This study also measures the level of resistance to change in the organization to be considered in the formulation of change management strategies to ensure successful BPR implementation. The sample consist of key informant respondets to gather qualitative data via semi-structured interview and other organization members as respondents to gather quantitative data via written questionaires. The instrument of analysis used in this study consist of value-added analysis in analysing BPR and content analysis to analyze qualitative data. Findings of the study indicate that BPR can be implemented in public organizations under some consideration. First, public organizations tend to approve change that reduces routines. Second, public organization is harder to implement radical changes. Third, top management commitment is important in assuring successful BPR implementation in public organizations. This study also suggests change management strategies to implement successful BPR changes in public organizations.