Application of business process re-engineering in higher institutions: A case study of the registrar’s office, American University of Nigeria.

Abstract

Of the major advancements in the Information Technology industry, the 90s saw the development of Business Process Reengineering (BPR) systems. Despite the heavy cost and efforts required to implement such systems, the benefits to organizations, having achieved more efficient operations and improved competitive stance have been dwindling. The failure rate of BPR system implementations encouraged academicians and practitioners alike to utilize critical success factors to study project success (Soh et al, 2000, Willis and Willis-Brown, 2002). This thesis aims to investigate the critical success factors that lead to successful implementation of BPR projects in institutions of higher learning. From the literature review, a BPRM framework was developed using critical success factors. The key factors were identified and their applicability and impact in successful implementation were explored. The qualitative research approach was used in the registrar’s office at the American University of Nigeria. A set of 6 semi-structured interviews were conducted and the results were analyzed. The result of the study indicates that all the factors of the BPRM framework exhibited for implementation success of this case have high levels of criticality.