Performance Optimization Through Business Process Re-engineering (BPR) in a Post Covid19 Environment

Abstract

Business process re-engineering allows organizations to transform their business processes to enhance their performance in terms of customers satisfaction and long-term strategies. In this research, business process re-engineering will be applied in shipping in one of the leading oil and gas companies. It all started when company has started to receive several complaints internally and externally during COVID-19. All types of complaints were related to one main root cause which is delay of ships, which were impacting customer’s supply chain in terms of supply shortage which has led to several shutdowns. Internally, we have received several complaints from corporate planning, and finance departments state that delays of ships result in profit losses due to not achieving sales targets and increasing operational cost. Clearly, delays of ships were negatively impacting customer satisfaction and profitability of company. Therefore, the need of BPR implementation became a must at this stage. The approach of business process re-engineering will be applied in a logical framework starting with business direction to identify goals and objectives of the company. Direction of the company and research objectives are to improve customer satisfaction and to increase profitability of the company by improving the area of shipping in terms of delays of ships. After collecting the data and conducting surveys. we have found that the company is facing a poor customer satisfaction index of product delivery time which is equal to 68%. Customer satisfaction index and profits were directly related to the current logistics system of the company. At the end, a comparison between previous state and improved reengineered state shows how business process reengineering has highly contributed to achieving research objectives.