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Em âmbito global, o ambiente em que as organizações estão inseridas vem apresentando mudanças cada vez mais complexas, caracterizadas por exigências cada vez maiores em termos de rapidez, qualidade, baixo custo, flexibilidade e satisfação do cliente. Nesse novo contexto – do qual as organizações do Brasil certamente não estão excluídas – o sucesso de uma organização reside na sua capacidade de responder à essas exigências por meio da contínua inovação em seus produtos, serviços e processos, a fim de criar vantagem competitiva sustentável. Este trabalho busca explorar uma das estratégias utilizadas para obter essa vantagem: a Reengenharia de Processos do Negócio – RPN. / Throughout the world, the environment organizations are inserted has been showing more and more complex changes featuring bigger and bigger demands in terms of speed, quality, low cost, flexibility and customer’s satisfaction. In this new context – which Brazilian organizations are certainly not excluded of – the success of an organization resides in its ability to respond to such demands through a continuous innovation of its products, services and processes in order to create a sustainable competitive advantage. This work aims at exploring one of the strategies that is used to obtain such advantage: The Business Process Reengineering – BPR.

The aim of this study was to develop a model to assist a South African information technology company with its organisation redesign interventions. A modernist qualitative methodology, with casing as research design and grounded theory as research strategy, was employed to develop a substantive model. Seven employees were selected as research participants by means of purposive sampling. Their experience of the company’s redesign was explored with a view to developing the model. Various data collection methods were used: semi-structured and follow-up interviews, solicited e-mail essays and policy documents. These yielded rich descriptive data, which were systematically analysed by means of grounded theory methodology. Manual and computer-based (ATLAS.ti 5.0) qualitative data analysis techniques were used to develop the substantive model. After conclusion of the data analysis, the literature on the most current organisation downsizing typologies, models and theories was reviewed. The results of this review informed a focus group discussion that was aimed at substantiating the model. This discussion culminated in the formulation of the Organisation Redesign Model. Thereafter recommendations were made for future research in this field. The Organisational Redesign Model has implications for the information technology sector in South Africa, and the formalisation of grounded theory and the roadmap thereof should facilitate the application of grounded theory in future research. Authenticity, trustworthiness, credibility and reflectivity were ensured by following the guidelines provided in the literature. / Prof. W.J. Schurink

Business process reengineering (hereafter referred to as BPR) was revolutionary during the early and mid 1990’s. Numerous authors wrote articles and books to appraise the concept and discuss the possible benefits of it. However, the question could be asked whether BPR is still of any relevance in 2001 in South Africa? This question was answered by James Champy in an article published in the Sales & Marketing Management magazine (1998:26) where he stated that: “It has hardly begun. Why? Principally, because we have yet to experience the full effect that the ubiquity of information technology (hereafter referred to as IT) will have on the way we operate. By (that) I mean the omnipresence of highly portable computing and telecommunications devices in the workplace and in the home, combined with the increase in computer literacy and comfort on the part of most adults…and then there is the exploding Internet phenomenon that has provided a platform for universal communications, along with a whole new infrastructure for doing business.” The opportunities for BPR that go hand in hand with the implementation of e-business are numerous and makes BPR as relevant as e-business itself. This is supported by an article in Computerwold published in December 2000: “Today, e-business initiatives have made the need to streamline, integrate and automate processes even more pressing” (Ulrich, 2000) With electronic business still a mere infant in South Africa, and specifically in the short-term insurance industry, its full development can have significant implications on the way businesses operate. A second motivational factor for undertaking this research was personal awareness of the following misconceptions by certain businessmen: - That BPR refers to restructuring, retrenchments and the implementation of IT systems; and - That BPR should be implemented in industries where inventory plays a significant role, e.g. the manufacturing or distribution industries. The following chapters of this dissertation will strive to prove that these are misconceptions and that BPR is based on sound business principles, which include much more than downsizing or the implementation of new IT systems. Very often, a negative connection is drawn with BPR where companies claimed that they have implemented BPR, but in fact, only retrenched staff or implemented new information systems. The dissertation will further strive to prove that the implementation of BPR can also be introduced in industries with no inventory, such as the financial services industry, and with spec ific reference to the short-term insurance industry. / Prof. T.L. Voogt

The aim of this study is to understand the definition of Enterprise Resource Planning Systems (ERP), explore the most distinct phases and steps used during the implementation life cycle and the different elements of project management. All the fundamental concepts are evaluated during the various stages of the implementation and there is a highlighted detailed discussion on the implementation life cycle or the phases that a project needs to go through. This content will concentrate on providing an overall understanding of ERP systems, the benefits that a company can achieve by implementing an ERP system, a clear understanding of the role and use of these systems and an understanding of the various approaches to implement ERP systems. Before the start of any implementation or engagement a clear understanding of the approach or the order of the implementation steps needs to be understood. This allows transparency and provides the entity, that is about to implement the ERP system a clear framework description of the steps in the implementation process towards a successful ERP implementation. The methodology that would be under the magnifying glass is one from SAP known as the Accelerated ASAP methodology. This methodology is usually customized by all the different implementers or consulting houses. However there would be specific reference made to the ASAP implementation methodology steps. The successful implementation by using structured project management methodologies and reporting has become increasingly important and implementers always strive to refine and make changes to the standard methodology to fit to the needs of the implementation at hand. These elements where changes are made will be highlighted and discussed. The assessment of the ERP system can be done from various perspectives and at different stages both during and after the implementation has been completed. There should be a clear understanding with regards to when the effectiveness of the system is being judged. The assessment for this study will be conducted from both the process owners as well as the consultants doing the actual implementation during the different stages of the implementation and after the implementation. The focus will be on actual benefits and successes instead of costs involved with the implementation of the ERP Systems. Benefits will be discussed from an operational, strategic, infrastructure, managerial and organizational level. ERP project implementations yield substantial benefits to the entities that adopt them and these benefits will clearly be indicated. / Mr. Cor Scheepers

The main objective of this thesis is to map some of the business process management, business process reengineering methodologies and compare it according to several criteria. Part of this thesis is survey of the state of business process management in Czech Republic and Hungary.

Organizational leaders continue to use business process reengineering (BPR) as a process improvement methodology even though BPR implementations have had low success rates. To increase BPR success rates, organizational leaders must understand what specific factors contribute to successful BPR implementations. Grounded in Lewin's field theory, the purpose of this nonexperimental, cross-sectional study was to examine the impact of gender and education on BPR. Data collection consisted of nonprobability convenience sample of 122 members from the professional networking website LinkedIn and the professional organizational website American Society for Quality. Data were gathered from a 6-point Likert-type scale survey instrument based on Hammer and Stanton's pre-identified BPR failure factors. The MANOVA results indicated no significant gender, education, or gender and education interaction effect on a linear combination of perception of BPR success factors, F (33.00, 318.00) = .591, p > 0.05, partial eta squared =.058. The results of this study might contribute to social change by helping organizational leaders understand factors that do not appear to be related to successful BPR implementations. The elimination of these factors could allow organizational leaders to focus on other factors for successful BPR implementations. Successful BPR implementations might lead to increased organizational profits, which could allow organizational leaders more opportunity and increase corporate social responsibility, all of which may directly affect the quality of life in a community.

by Chan Kam-Lung. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1997. / Includes bibliographical references (leaves 56-57). / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iii / LIST OF TABLES --- p.v / ACKNOWLEDGEMENT --- p.vi / Chapter / Chapter I. --- INTRODUCTION --- p.1 / Difference Between BPR and Other Improvement Methods --- p.1 / Current Issues in BPR Implementation --- p.2 / Critical Success Factors for BPR Initiatives --- p.5 / Objective of the Study --- p.6 / Chapter II. --- DETAILED REVIEW OF THE COMPANY UNDER STUDY --- p.8 / Financial Condition of the Company --- p.9 / Competitive Market Condition 、 --- p.10 / Future Change in the Telecom Service Market --- p.11 / Recent and Future Changes in Hong Kong Telecom --- p.13 / Chapter III. --- METHODOLOGY OF STUDY --- p.18 / Scope of the Study --- p.18 / Questionnaire Design --- p.19 / Analysis of Results --- p.20 / Chapter IV. --- RESULTS AND ANALYSIS --- p.22 / Results --- p.22 / Analysis and Discussion --- p.23 / General Awareness of BPR and Underlying Motives --- p.23 / Adequacy and Forms of Communication for BPR --- p.26 / "Employees' Feeling, Opinion and Behaviour on BPR Initiatives" --- p.29 / Future of Company and Employees' Future Plan --- p.31 / Analysis With Regard to Age Distribution --- p.32 / Analysis With Regard to Year of Service --- p.33 / Analysis With Regard to Responsible Area --- p.34 / Analysis With Regard to Position in Company --- p.34 / Chapter V. --- SUMMARY AND RECOMMENDATIONS --- p.36 / Limitation and Suggestion for Further Study --- p.37 / APPENDIX / Chapter I. --- Results on Understanding and Awareness of BPR --- p.42 / Chapter II. --- Results on Adequacy and Different Forms of Communication for BPR --- p.43 / Chapter III. --- Results on Employees' Feeling and Behaviour Towards BPR --- p.44 / Chapter IV. --- Results on Future of Company and Employees' Future Plan --- p.45 / Chapter V. --- Results on Analysis Based on Age Distribution --- p.46 / Chapter VI. --- Results on Analysis Based on Year of Service Distribution --- p.47 / Chapter VII. --- Results on Analysis Based on Responsible Area --- p.48 / Chapter VIII. --- Results on Analysis Based in Portion in Company --- p.49 / Chapter IX. --- Survey Questionnaire --- p.50 / BIBLIOGRAPHY --- p.55

by Leung Man-Wai, Dannie. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1997. / Includes bibliographical references (leaves 68-70). / ABSTRACT --- p.i / TABLE OF CONTENTS --- p.ii / Chapter / Chapter I. --- INTRODUCTION --- p.1 / Chapter II. --- METHODOLOGY --- p.5 / Chapter III. --- LITERATURE REVIEW --- p.7 / Reengineering --- p.7 / What is Reengineering? --- p.7 / Approaches to Reengineering --- p.10 / The Role of Management in Reengineering --- p.11 / Why Reengineering Project Failed and Succeeded? --- p.13 / Relationship Between Reengineering and Information Technology --- p.14 / Human Dimensions in Reengineering --- p.16 / The Concept of Selling Chain Management --- p.18 / Chapter IV. --- REENGINEERING THE SELLING CHAIN AT DATA GENERAL CORPORATION --- p.20 / Company Background --- p.20 / Call to Action --- p.21 / The Reengineering Competency Group --- p.22 / Reengineer the Selling Chain --- p.24 / Problems Before Reengineering --- p.24 / Three Phases of Reengineering --- p.27 / Redesign Concepts Applied --- p.37 / The Lessons Learnt --- p.38 / The Reengineered Data General --- p.42 / Critical Success Factors of Data General Reengineering --- p.42 / Chapter V. --- TECHNOLOGY-ENABLED SELLING --- p.45 / Aligning Technology-Enabled Selling with Selling Chain Management --- p.45 / What Is Technology-Enabled Selling? --- p.46 / The Impact of the Sales Organization on SCM --- p.46 / A Transition in Customer Relationships --- p.47 / Moving the Decision Point --- p.47 / Fact-Based Presentation --- p.48 / Optimizing the Selling Chain and Maximizing Profit --- p.49 / The Building Blocks of Technology-Enabled Selling --- p.49 / Opportunity Management System --- p.49 / Marketing Information System --- p.50 / Sales Configuration System --- p.51 / Sales Order Management System --- p.53 / The Interactive Selling System --- p.53 / Which Building Block Should be Implemented First? --- p.54 / Leveraging the Benefits of Technology-Enabled Selling --- p.55 / Avoiding the Cost-Reduction Pitfall --- p.55 / Understand the Market Force --- p.56 / Demonstrating Customer Value --- p.57 / Selling Models Consideration --- p.58 / Chapter VI. --- REDESIGNING DATA GENERAL'S SELLING CHAIN IN ASIA --- p.62 / Chapter VII. --- CONCLUSION --- p.67 / BIBLIOGRAPHY --- p.68

Abstract The conception of government programs to be transferred in public services is the common key processes among the hierarchal government of Taiwan. This research chooses Kaohsiung City Government as the case study. By using the method of processes modeling IDEF0 (Function Modeling) of IDEF Integrated Definition for Function Modeling of manufacturing industry, the paper analyses the hierarchal structure of the case. By adopting the concept of functional process of IDEF3 (Process Description Capture), it describes the structures of various hierarchies and processes.By using business process concepts of organization view, function view and control view of ARIS (Architecture of Integrated Information System) ¡Athe paper describes the process components. The research¡¦s structured concept by method of processes modeling IDEF and ARIS, as well as the expression in chart and diagram language to reveal the difficult points of problems, integrate every communication views of cross professionals. Having made deep interviews with the critical persons of every case processes, the paper come to understand the problems while practicing the integrated processes of ¡§medium and long-term programs¡¨ , ¡§annual preliminary programs ¡¨ ,¡§annual administrative outlines and programs¡¨ , ¡§annual budget¡¨ , ¡§annual implement and evaluation of programs¡¨ , ¡§performance assessment,¡¨ etc. Referring to the e-government and network government of United States and Singapore, adopting their actions and strategic concepts, meeting the environmental context and the new competition standards --- ¡§time¡¨ and ¡§knowledge¡¨, the case of Kaohsiung City Government can be transferred its weaked structure to competitive superiorities. This research investigates the space and direction for local governments of key process reengineering ,and be transferred in related factors and structural functions of process reengineering. This is a basic research for local governments reengineering of Taiwan.