National Centre for Nano-Structured Materials (NCNSM), one of the National Department of Science and Technology’s nanotech innovation centres houses a characterisation facility which provides a wide array of high-tech materials characterization techniques used in nanotechnology research, to any researchers from any part of South Africa, whether from higher education institutions, government institutions or private firms. In this study the operational review was conducted to identify if the NCNSM Characterisation Facility is delivering on its implementation intent. With operational review organisations are able to explore their internal operations and seek recommendations as to how they can manage and operate more economically, efficiently and effectively. Given that they perform appropriately, allocating their resources properly, and performing within time frame set and using cost-effective measures. BPR was used as a framework to conduct the operational review. BPR is a framework for analysis and design of workflows and process within an organisation. It is an improvement initiative that provides radical change of the business processes in an organizational process. The findings of this study indicated that the NCNSM-CF did not entirely meet its implementation intent but it is striving towards the intention. One of the main reasons for the facility not to meet its intended implementation was the difficulty of the researchers/clients to get access to the facility. The current booking system process contributed significantly to the access problem.