Business Process Reengineering Research Articles

Digital transformation: The geopolitical-organizational nexus

This special issue aimed to attract articles situating digital transformation in the geopolitical-organizational nexus. Unlike innovation and change panaceas (or fads) like business process reengineering (BPR) which became popular in the 1990s, digital transformation is a multi-level concept. Extending beyond the redesign of organizational and business processes, the analytical boundaries of digital transformation include ecosystems, organizational networks, business and operational processes, organizational identities, governance structures, and quality/cost dynamics. However, the extant literature on digital transformation continues to use the organization as the primary unit of analysis. Definitions of digital transformation vary widely, with some not dissimilar to the BPR era. The papers included in this special issue provide analytical and empirical examples on the pervasive effects from contemporary digital technology for society, organizations, and citizens. Future work which isolates the digital technology artefact would benefit from further refinement of the digital transformation concept. A starting point is to revisit the digital technology evolution over past decades which reveal the inflection points of technological change, specifically for mainframes, PCs, and the Internet. Such analysis will increase our understanding and contextualization of past panaceas like BPR for generating new insights on how digital technologies are front and center in debates on digital transformation.

Influence of Business Process Re-Engineering on Customer Satisfaction in Corporate Organisations: A Case of Sterling Bank PLC.

Business Process Re-Engineering (BPR) has emerged as a crucial strategic tool for organisations aiming to enhance performance and competitiveness in today’s dynamic market. This study examines the influence of BPR on customer satisfaction within corporate organisations, with a particular focus on Sterling Bank Plc. A survey research design was adopted, utilising structured questionnaires to collect quantitative and qualitative data from 100 bank employees. The data were analysed using multiple linear regression to determine the influence of BPR practices and customer satisfaction in corporate organisations. The results reveal a strong positive correlation, with an adjusted R-squared value of 56.8% and a standardised coefficient of 0.775, indicating that effective BPR implementation significantly enhances customer satisfaction (p-value = 0.000). The findings demonstrate that BPR is essential for improving customer loyalty, service quality, and overall organisational success. It underscores the role of BPR in fostering a customer-centric approach, which is critical in a highly competitive business environment. To maximise these benefits, the study recommends that organisations continuously review and refine their BPR strategies, invest in employee training, and leverage advanced technologies to optimise business processes. Furthermore, fostering a culture of innovation and responsiveness and implementing regular feedback mechanisms is vital for ensuring that BPR efforts align with customer expectations and drive long-term improvements in organisational performance.

Evaluating Sustainable Digitalization: A Carbon-Aware Framework for Enhancing Eco-Friendly Business Process Reengineering

In an era where sustainability is paramount, understanding the environmental impact of digitalizing business processes is critical. Despite the growing emphasis on sustainable practices, there is a lack of comprehensive methodologies to evaluate how digitalization impacts environmental sustainability compared to traditional processes. This paper introduces a carbon-aware methodological framework specifically designed to assess the sustainability of business process reengineering through digitalization. The Digital Green framework quantitatively analyzes the environmental costs associated with digital transformation, ensuring that truly sustainable digitalization results in lower resource consumption relative to the complexity of the process being digitalized. To demonstrate its effectiveness, the framework was applied to a case study involving the reengineering of an administrative process at a small university in southern Italy. The case study highlighted the framework’s ability to quantify the environmental benefits or detriments of digital transformation, thus guiding organizations toward more sustainable digital practices. This research contributes to the field by offering a concrete tool for aligning digitalization efforts with ecological sustainability, and by paving the way for integration with initiatives such as the Green Software Foundation’s Software Carbon Intensity (SCI) specifications.

Branch differentiation of financial mechanisms of enterprise restructuring

In the paper, the financial mechanism of enterprise restructuring is interpreted as a complex process, the object of comprehensive analysis, clear planning, effective implementation, the implementation of which allows enterprises to restore financial stability, increase competitiveness and ensure sustainable development in the long term. It has been proven that the general principles of the functioning of the financial restructuring mechanism are: transparent business conduct, openness in communication, mutual benefit, reaching consensus, analysis of all aspects of activity, integration of various measures, realistic goals, financial flexibility, constant monitoring, reporting to stakeholders, innovativeness, proactivity , flexibility and operational adaptation, alternative, optimality, etc. Adherence to the specified principles ensures the successful implementation of financial restructuring, increases trust in the enterprise and contributes to achieving its financial stability. It is shown that the sectoral differentiation of financial mechanisms of enterprise restructuring allows taking into account the specifics of each industry, ensuring effective management of financial risks and optimization of resources. Successful restructuring requires an individual approach that takes into account the unique needs and operating conditions of each enterprise. Based on the results of summarizing the experience of the functioning of financial mechanisms in various branches of the national economy, it was established that they differ in various aspects of restructuring, which can be of the following nature: adaptive, structural, structural-adaptive, integrative, security-oriented, reengineering of business processes. General financial instruments that can be used in all branches of the national economy are substantiated - state financing programs through the use of state grants, subsidies and credit programs to support restructuring measures, as well as public-private partnerships based on the involvement of private investors for joint financing of infrastructure projects.

Analysis of Business Process Re-Engineering in the Implementation of Robotic Sorting Machines in the Middle Mile Process at PT Pos Indonesia (Persero)

PT Pos Indonesia faces challenges in improving courier service business processes due to business change trends. This study aims to identify and analyze inefficiencies in the middle mile supply chain business process of PT Pos Indonesia Processing Centre Surabaya and determine the number of robotic mega bots needed to improve efficiency. The research method uses quantitative information, observations, interviews, computer simulations, Value Stream Mapping process flow charts, and Business Process Reengineering concepts. The results showed that the use of mega bot robots had a positive and significant impact on the company's reputation, and the sorting process carried out using robotic mega bots was appropriate because it had a significant impact on the effectiveness and efficiency of business process improvements at PT Pos Indonesia (Persero).

Customer Complaint Service Business Processes Redesign with Artificial Intelligence Technology Using Business Process Reengineering Approach (Study Case: Ceria BRI Application)

This article analyses the business process redesign of Ceria BRI's customer complaint service using Artificial Intelligence (AI) technology with Business Process Reengineering (BPR) approach. This qualitative research with a post-positivism paradigm reveals that making complaints at Ceria BRI currently uses several channels such as telephone, email, social media, and applications. The problems faced include the high number of complaints that received every month in 2023, and some complaints were resolved over Service Level Agreement (SLA). The proposed solution is to redesign the proposed business process design by applying the four stages of Business Process Reengineering (BPR), namely Visioning-Identifying-Analyzing-Redesigning. These steps aim to improve service quality, grow positive interactions with customers, and enhance the internal performance of the Ceria BRI customer complaint service team.

The Enablers and Interdependencies of Blockchain Technology in Supply Chain Management: Evidence From Luxury Products

ABSTRACTBlockchain is a technology that combines a set of properties to guarantee network security, transparency, and visibility, including a decentralized structure, distributed notes and storage mechanism, consensus algorithm, intelligent contracts, and asymmetric encryption. Supply chain management activities, including supply chain management provenance, business process reengineering, and security enhancement, have enormous potential to be transformed by blockchain. This research uses the integrated interpretive structural modeling–cross‐impact matrix multiplication applied to classification (ISM‐MICMAC) technique to ascertain the hierarchical relationships and to comprehend the severity of interrelationships among various components in tackling our research questions. In MICMAC analysis, the enablers were classified into four categories based on their dependence and driving powers. The combined ISM‐MICMAC methodology employed for this study relies on experts’ individual evaluations and subjective assessments. Therefore, even with extreme caution, it is impossible to guarantee that the results are entirely devoid of personal biases. To further validate the linkages discovered in this study, we suggest employing more multiple‐criteria decision‐making (MCDM) methodologies and comparing the results with those of our research. Another method for confirming the results of the current study is to use an empirical research design based on survey methods.

A Proposed Frame Work for Enhancing Competitiveness of Small and Medium Enterprises (SMEs)

Small and medium enterprises (SMEs) are important agents of development throughout the world. Promoting a country’s SME sector plays a crucial role in maintaining high employment and income generation and is therefore critical for achieving sustainable grow by enhancing SMEs competitiveness. The general objective of this paper is to develop a theoretical frame work model for garment SMEs competitiveness that supports garment manufacturing small and medium enterprises (SMEs) to enhance their competitiveness by identifying the possible competitiveness factors. To achieve the presented objectives, a purposive sample basis on selected garments manufacturing SMEs found at three different clusters in Addis Abeba city administration is used. The data in this paper are both primary and secondary data. Primary data was collected though questionnaires, interviews and observations, while secondary data sources referred from company’s documents and several articles from reputable international journals. Both qualitative and quantitative approaches are used to analyse the collected data using various statistical programs. The results of the paper found that in garment manufacturing SMEs the main difficulties faced in performance dimension which is divided into financial performance and non-financial performance are the lack of collateral, the lack of proven track records, the lack of proper business plans and the need to show good sales turnover are the major financial performance parameters that deters the competitiveness. The SMEs do not have well established system to support effective and efficient implementation systems for productivity improvement. Finally the garment manufacturing SMEs are potentially wasting valuable and scarce resources since they don’t implement productivity improvement tools and techniques Lack of appropriate machinery and equipment are the main non-financial performance parameter that deters the competitiveness. To tackle the problems and enhance competitiveness of garment manufacturing firms, a theoretical conceptual model based on this requirement has been developed and the implementation requires a coordinated and well organized system among the actors (at macro and micro level) in the value chain. Some of the major problems such as lack of skilled manpower and infrastructure have to be tackled by the government and private sectors. And the other problems could be approached by using some modern management philosophies (such as just-in-time manufacturing, business process re-engineering, lean production) and scientific methods like production planning and control.

Analysis and optimization of a Stochastic Petri Net for air-rail intermodal transportation.

Air-rail intermodal transportation (ARIT) plays a crucial role in China's intermodal transportation system. This study aims to model and optimize issues such as inefficiency and complexity in China's ARIT freight transportation using Business Process Reengineering and Stochastic Petri Nets theories. The Petri Net (PN) model for incoming freight transport in ARIT is based on actual operations, employing a new method involving Stochastic Petri Nets and isomorphic Markov Chains theory for performance analysis. Performance analysis results help intuitively identify areas needing optimization. Based on optimization principles, elements such as railway container packaging are improved, resulting in an optimized PN model for ARIT. Finally, data analysis shows that the optimized ARIT model reduces total delay by 7.7% compared to the original. This demonstrates that the new method, combining Markov Chain performance analysis and optimization principles, is feasible and effective for ARIT optimization.

The Effect of Business Process Reengineering (BPR) and Service Quality with Technology Utilization on Educational Institutional Performance through Stakeholder Satisfaction

This study aims to analyze the effect of Business Process Reengineering (BPR) and service quality with the use of technology on the performance of educational institutions at the National University, with stakeholder satisfaction as an intervening variable. The research methodology uses a quantitative approach with data collection through surveys to various stakeholders of the National University, including leaders, lecturers, education personnel, students, and parents, with a total sample of 200 people. The results showed that Business Process Reengineering (BPR) significantly improves educational institutions' performance, reflecting increased operational efficiency, reduced costs, and improved quality of educational services. In addition, the utilization of appropriate and integrated information technology in educational services also shows a significant influence on the performance of educational institutions, as seen in increased student and staff satisfaction and reduced operational time and costs. Implementing BPR also increases stakeholder satisfaction as more efficient processes and better services meet their expectations and needs. Similarly, service quality with effective utilization of information technology increases stakeholder satisfaction through faster service, easy access to information, and simpler administrative processes. This stakeholder satisfaction, in turn, affects the performance of educational institutions as satisfied stakeholders tend to provide more significant support, thus improving the institution's overall performance. Finally, stakeholder satisfaction mediates the relationship between BPR and service quality and technology utilization in educational institutions' performance, indicating that combining BPR and information technology significantly improves institutional performance through increased stakeholder satisfaction.

Risk Management and Assessment Hybrid Framework for Business Process Reengineering Projects: Application in Automotive Sector

This study introduces an integrated method for managing process risks in a business process reengineering (BPR) project using robust data envelopment analysis (RDEA) and machine learning (ML). The goal is to prioritize risks based on three standard factors of PFMEA (severity, occurrence and detection (S-O-D)) and incorporating two additional factors (breakdown cost and breakdown duration) seen as undesirable outputs. The model also accounts for the effect of uncertainty on expert-estimated values by applying disturbance percentages in the linear PFMEA-RDEA model. A machine-learning model is proposed to predict new values if partial or total modifications have been made to the processes. The approach was implemented in an automotive sector company, and the results showed the impact of uncertainty on values by comparing different approaches, such as RPN, PFMEA-DEA and PFMEA-RDEA. A new reduced risk categorization was achieved, which allowed for decision makers to focus on the necessary actions for reengineering.

THE INFLUENCE OF EXTERNAL AND INTERNAL FACTORS ON THE REENGINEERING OF BUSINESS PROCESSES IN THE CONTEXT OF THE ACTIVITIES OF TRANSPORT ENTERPRISES

The article investigates the impact of environmental factors on the business process reengineering of transportation companies. The focus is specifically on the activities and business processes of Ukrainian transportation enterprises. Following a review of scientific and practical sources, a scientific task was set: to determine the impact of factors on the reengineering process through a proposed methodological approach to economic-mathematical modelling. The article utilizes correlation regression analysis and analysis-synthesis methods to evaluate the dynamics of key financial indicators of transportation enterprises. It emphasizes that reengineering should be based on the influence of various factors, not necessarily related exclusively to either the external or internal environment. The approach proposed in the work involves using regression models to analyze the impact of factors on the reengineering process. The study notes that innovation is revealed through the proposed model, which considers a range of key factors and indicators of the activity of Ukrainian transportation enterprises. Meanwhile, the authors stress that using this approach allows for identifying key factors in developing an effective reengineering strategy for transportation companies to optimize their operations. The research examines how different analysis methods can be used to detect changes in the impact of various types of factors, both external and internal, on the decision-making process regarding reengineering. The scientific novelty lies in a comprehensive approach to regression modelling of factor impacts on a relevant variable to identify the most significant factors for decision-making regarding reengineering. Alongside this, the research has limitations due to the focus on the specifics of the activity of only Ukrainian transportation enterprises. The goal is set for further research to conduct a similar study for other types of enterprises, particularly the food industry, which requires changes under wartime conditions.

Improving the KYC Onboarding Process Using Business Process Re-Engineering: A Case Study of a Foreign Bank in Indonesia

The Know-Your-Customer (KYC) onboarding component in the customer acquisition process became an issue in an Indonesian branch of a prominent global bank. In 2023, the branch received a significant complaint from one of its major clients, noting the inefficiency of its KYC onboarding process, thus garnering attention from local senior management. From 2019 to 2023, there was a steady increase in client dissatisfaction rate and the number of new clients dropping their requests during the KYC onboarding stage. This research aims to identify the pain points in Magnolia Bank’s KYC onboarding process and propose solutions using the Business Process Re-engineering (BPR) approach. Fifteen respondents, including 10 bank employees and 5 corporate clients, were interviewed. Thematic analysis of interview results was conducted and it revealed three major pain points of the process: difficulty in document submission, challenges in requirements, and communication issues. The root cause of these pain points were then analyzed using the fishbone diagram, from which three root causes were discovered: inadequate technology infrastructure, lack of transparency in the process, and insufficient guidance that clients receive from the bank. The BPR approach was taken to fix the problems, the project focused on improving the guidance to clients, enhancing technology infrastructure, and developing a system for clients to track their onboarding progress. The proposed business solution for this research is for Magnolia Bank to develop a dedicated KYC onboarding platform, allowing prospective clients to submit the requirements directly, experience a one-window communication system, and track their KYC onboarding status.

Generative AI changes the book publishing industry: reengineering of business processes

Generative AI changes the book publishing industry: reengineering of business processes

Основні аспекти побудови організаційно-економічної моделі взаємодії споживачів і виробників товарів енергетичної галузі в умовах відновлення України

The article analyzes the systemic problems that hinder the development of the energy (power) industry in Ukraine. It is proposed to consider producers and consumers of energy products as a single integral system with common approaches to the organization of activities. The author analyzes the latest research and publications of scientists, experts and specialized institutions that study the problems of the industry; unresolved issues are highlighted. The key priority areas for the effective use of the strengths of the existing internal scientific and technical potential for the successful implementation of recovery projects are identified. The author proposes to develop an organizational and economic model of interaction between producers and consumers of energy sector goods using the principles of business process reengineering, and forms a corresponding list of key aspects for successful post-war recovery of the country.

Business Process Re-engineering, and its Possible Applications for Improving the Libyan Banking Sector

his paper investigates the possibility forimproving the performance level within the Libyanbanking sector. A survey methodology was used forthis study, along with customers’ observations andone-to-one interviews with a couple of decision makersand executive managers within the Jamhouriya Bank,investigating the current status for adapting theprinciples of Business Process Re-engineering (BPR).Based on the data analysis, the findings show thatBPR is widely accepted by majority of theparticipants, whereas, the working environment needsto be prepared for adapting the BPR conceptsthroughout the entire banking operations, specificallythe electronic services such as ATM cards. Thefinding also indicates that, improvements in theperformance levels of the banking operations leads toimproving the customer services in terms of costreduction and fast services delivery. On the otherhand, the results also pointed out that the surveyedorganizations do not pay that much attention to someCritical Success Factors that being considered ascrucial to implement BPR successfully. So, as a firststep for efficiently adapting BPR, the most importantissue is to ensure the top management support andallocating all the necessary resources. Only thenincreased customer satisfaction along with theprofitability can be guaranteed within the Libyanbanking business area

Information Technology Impact on Business Model: Case Study Peer to Peer Lending Company

Current technological developments encourage companies to re-evaluate their organizational business models to take advantage of technological advances. This research explores the impact of information technology in business model transformation at peer-to-peer lending company. PT XYZ is one of a financial technology (fintech) company in Indonesia which was originally engaged in the traditional lending and borrowing business and then transformed into peer-to-peer lending and then developed Supply Chain Financing (SCF) with a Business to Business (B2B) scheme which was previously only done by banks. The IT Impact Map analysis conducted in this study shows this company’s strategic transformation in adopting technology, IT has an impact on company strategy and value through business process reengineering and allows companies to capture new opportunities.

APPROACHES TO ANALYSIS AND OPTIMIZATION OF BUSINESS PROSSES OF AN INDUSTRIAL ENTERPRISE

The article presents an analysis of the most popular global approaches to the analysis and optimization of business processes in organizations. The article contains a description of the proposed approaches and their basic principles. The proposed approaches are Business Process Reengineering, Six Sigma method, lean Management, Business Process Management, Agile software development. The considered approaches have general principles that are advisable to apply when optimizing the business processes of an industrial organization. These include optimization of operations, standardization, automation and emerging technologies, supply chain integration, continuous improvement, employee engagement, performance measurement and analysis. Classic methods for assessing business processes can be successfully supplemented with generalized principles of modern world approaches for more effective analysis and optimization of business processes of an industrial enterprise.

Continuous Integration of Risk Management in a Business Process Reengineering: Towards Optimization through Machine Learning

To improve their market position and competitiveness, organizations aim to shorten production times, cut costs, and boost the quality and variety of their products. While Business Process Reengineering (BPR) is a good method to achieve these goals, implementing it can be risky: any change to a task in the initial process directly affects the final process's performance in terms of time, cost, and quality. This article, drawing on design science, a literature review, and a field study with responses from executives and managers of two companies in the aerospace and automotive sectors in Morocco to measure their satisfaction and identify their risk management needs, provides an overview of the BPR method, its implementation frameworks and methodologies, and explains the importance of risk management in such projects. It suggests an improved continuous risk management process for BPR projects that enhances the gathering and use of risk management data through machine learning. Doi: 10.28991/ESJ-2024-08-03-019 Full Text: PDF

Development Secured Blockchain Based on Agricultural Food Supply Chain in Management System

Abstract: Blockchain, smart contracts, and the Internet of Things (IoT) are essential technologies for the business process reengineering of supply chains in the era of Industry 4.0. The agricultural food supply chain is one of the research areas where these disruptive technologies can play a crucial role in automating business processes, providing real-time goods monitoring, and securing transactions. With the help of blockchain, smart contracts, and the IoT, a product’s health and environment can be monitored throughout the supply chain. In this study, we have critically examined the relevance of these technologies through various activities of the agriculture supply chain using the approach of Business Process Modeling (BPM). Agriculture is a big part of the economy of any country because it helps feed the entire population. It connects and communicates with all of the related industries. If the agriculture base is strong, it is generally regarded as a socially and politically stable society. Many modern farms make use of cutting-edge technology and sciatic and technological ideas. The maximization of the profits relies on some farmers’ vegetables and fruits with chemicals. Chemical fertilizers, insecticides, and other compounds are used in several plants and fruits.