Business Process Re-engineering and Courier Firms’ Delivery Speed in South East Zone of Nigeria

Abstract

This study was conducted to examine the influence of business process re-engineering (BPR) on Courier firms’ delivery speed in South East Zone of Nigeria. The survey research design was adopted in this study. The study had a population of 239 and sample size of 149. The research instrument recorded 78% response rate. Research data were analyzed with multiple regression. Findings of this study showed that business process re-engineering had a significant positive influence on courier firms ‘delivery speed in the South East Zone of Nigeria. Specifically, it was established that business process renovation exerted a significant positive influence on courier firms’ delivery speed (Beta =0.752, t=4.099, p<0.05); business process automation exerted a significant positive influence on courier firms’ delivery speed (Beta =0.782, t=5.179, p<0.05) and that business process networking exerted a significant positive influence oncourier firms’ delivery speed (Beta 1.039, t=4.023, p<0.05). Following these findings, it was recommended that the Management of courier firms in the South East Zone of Nigeria should regularly renovate their service processes through replacement of old and outdated machines and equipment, prioritize the automation of aspects of its operations through increased investment in emerging ICT infrastructure and should network its work system to effectively integrate its employees, processes and technology so as to facilitate speedy service delivery that delights clients and so commands repeat patronage.