THE EFFECT OF BUSINESS PROCESS REENGINEERING ON THE ORGANIZATION OBJECTIVES IN FIRST BANK PLC, ENUGU
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THE EFFECT OF BUSINESS
PROCESS REENGINEERING ON THE ORGANIZATION OBJECTIVES IN FIRST BANK PLC, ENUGU
ABSTRACT
The study examined effect of business process
re-engineering on the organizational objectives of First Bank Plc, Enugu. A
survey study was used to obtain empirical data from the field, through the use
of 21 item questionnaire design in five likert scale. The population consisted
of staff of First Bank Enugu main branch Yakubu Gowon Way. Out of a total
population of 125 staff 100 was selected using the simple random selection
technique. The research findings indicate that business process re-engineering
facilitates goal attainment through improvement in the workflow of an
organization thereby increasing efficiency and enhancing customer satisfaction.
The method of business process re-engineering in First Bank is basically
continuous process improvement, value-stream reinvention and enterprise
redesign. Inspite of the positive effect of re-engineering in an organization,
it is confronted with the problem of change resistance by employees, cultural
resistance, implementation risk as well as the problem of delegating
re-engineering task to outsiders.
TABLE
OF CONTENTS
Title Page - - - - - - - - - - i
Declaration - - - - - - - - - ii
Approval Page - - - - - - - - - iii
Dedication - - - - - - - - - - iv
Acknowledgement - - - - - - - - v
Abstract - - - - - - - - - - vi
Table of
Contents - - - - - - - - vii
CHAPTER ONE – INTRODUCTION
1.1 Background of the study - - - - - - 1
1.2 Statement of the problem- - - - - - - 2
1.3 Objective of the study - - - - - - - 3
1.4 Significance of the study - - - - - - 4
1.5 Research questions - - - - - - - 4
1.6 Scope of the study - - - - - - - 5
1.7 Limitation of the study - - - - - - 5
1.8 Definition of terms - - - - - - - 6
CHAPTER TWO – LITERATURE REVIEW
2.1 Introduction - - - - - - - - 7
2.2 Concept of business process re-engineering - - - 7
2.3 The
effect of business process re-engineering on organizational objectives - - - - - - - - - 14
2.4 Various method of business process
re-engineering - 16
2.5 The challenges of business process
re-engineering - - 26
2.6 Summary of the literature - - - - - - 32
CHAPTER THREE – RESEARCH METHODOLOGY
3.1 Introduction - - - - - - - - 34
3.2 Research design - - - - - - - - 34
3.3 Area of Study - - - - - - - - 35
3.4 Population of study - - - - - - - 35
3.5 Sample size and sampling techniques - - - - 35
3.6 Instrument of data collection - - - - - 35
3.7 Validity - - - - - - - - - 36
3.8 Reliability - - - - - - - - - 36
3.9 Method of data collection - - - - - - 37
3.10 Method of data analysis - - - - - - 37
CHAPTER FOUR – DATA PRESENTATION AND ANALYSIS
4.1 Introduction - - - - - - - - 39
4.2 Respondent characteristics - - - - - - 39
4.3 Data analysis - - - - - - - - 40
4.4 Summary of finding - - - - - - - 48
4.5 Discussion of Finding- - - - - - - 49
CHAPTER FIVE – SUMMARY, CONCLUSION RECOMMENDATION
5.1 Summary - - - - - - - - - 52
5.2 Conclusion - - - - - - - - - 53
5.3 Recommendation - - - - - - - 53
Bibliography - - - - - - - - 54
CHAPTER ONE
INTRODUCTION
1.1 Background
of the Study
Business process re-engineering (BPR) is the
analysis and design of workflow and process within an organization. According
to Davenport (1990) a business process is a set of logically related task
performed to achieve a defined business outcome. Re-engineering is the basis
for many recent developments in management. The cross functional team, for
example, has become popular because of the desire to re-engineer separate
functional task into complete cross-functional processes. Many recent
management information systems developments aim to integrate a wide number of
business functions.
Business process re-engineering (BPR) began as a
private sector technique to help organizations fundamentally rethink how their
work in order to dramatically improve customer service, cut operation cost, and
become world-class competitors. A key stimulus for re-engineering has been the
constituting development and development of sophisticated information system
and networks. Leading organizations are becoming bolder in using this
technology to support innovative business processes, rather than refining
current ways of doing work (Marshal, 2007).
Business process re-engineering is basically the
fundamental re-thinking and radical re-design, made to an organization’s
existing resources. It is more than just business improvising.
The importance of business process re-engineering
cannot be overemphasized within the framework of assessment of organizational
objective. Hence the need to study the subject matter of this research: the
effect of business process re-engineering on the organizational objective in
first Bank Plc Enugu main Branch, becomes worthy of investigation.
1.2 Statement
of Problem
Business process re-engineering has earned a bad
reputation in several organization because such project have often resulted in
massive layoffs (Roberts, 2004). This reputation is not altogether unwarranted,
since companies have often downsized under the banner of re-engineering.
Furthermore, re-engineering has not always live up to its expectation because
re-engineering assumes that the factor limiting an organization’s performance
is ineffectiveness of its process (which may or may not be true) and offer no
means of validating that assumption. Hence the need to investigate business
process re-engineering become the problem in which this research is triggered.
1.3 Objectives
of the Study
The
central objective of the study is to:
i.
Examine the effect of business
process re-engineering on the objective of First Bank. The specific objectives
are to:
ii.
To evaluate how
workflow redesign can affect the operation of First Bank Plc Enugu Main Branch
iii.
To identify the
methods of business process re-engineering used in redesigning the operations
of First Bank Enugu
iv.
To find out issues and
constraint hindering business process re-engineering projects in First Bank Plc
Enugu Main Branch
v.
To proffer workable
solutions to such constraint
1.4 Significance
of the Study
The study will be beneficial to corporate
organization and First Bank in particular especially as they use the findings
of this research as a basis to re-design their workflow or process. The study
will add to existing knowledge on business process re-engineering and would
serve as a good reference materials to individual students, scholars and
researcher who may wish to use this research work as a spring board to
undertake similar research work.
1.5 Research
Questions
i.
To what effect is
business process re-engineering towards achieving the organizational objective
of First Bank
ii.
How does workflow
re-design affect the operations of First Bank Plc Enugu?
iii.
Which method of
business process re-engineering did First Bank Plc use in re-designing their
operation in recent time?
iv.
What are the
constraint hindering business process re-engineering projects in First Bank Plc
Enugu?
v.
What are the possible
solutions to this constraints
1.6 Scope
of the Study
The study covers an examination of the effect of
business process re-engineering on organizational objective of First Bank Plc Enugu
as well as the evaluation of workflow re-design and its effect on the operation
of First Bank and the issues and constraints hindering business process
re-engineering in First Bank. Collection of primary data will be restricted
First Bank Plc Enugu Main Branch. The study covers a period from 2011 to 2012
being the time allowed for this study.
1.7 Limitation
of the Study
The limitation of this study arise from the
shortcoming of the research design, the instrument of data collection and the
non-challant attitude of respondents. For the fact that the survey study is
used it is not certain whether other research design such as the descriptive
design, historical design or ex-post design will yield the same result. It is
not also certain if the same result would be obtained if other kind of
instrument of data collection other than the questionnaire is used to obtain
data. Besides, the non-challant attitude of the respondents and the over
exaggeration or understatement of their responses when scoring the items in the
questionnaire could affect the validity of their responses. These limitations
should be taken cognizance of by other researchers conducting similar studies.
1.8 Definition
of Terms
Re-engineering
– re-design of work process
Workflow – work process or procedures
BPR – This is an acronym for business
process re-engineering
BPM – This is an acronym for business
process management
Process innovation – Introduction of new technique
in work procedure
Process improvement – this is the incremental,
gradual and constant change or innovation in workflow
TQM – This is an acronym for total quality
management
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