Business process re-engineering in the public sector: A study of staff perceptions and critical success factors

Rodney Mcadam, John Donaghy

Research output: Contribution to journalArticlepeer-review

56 Citations (Scopus)

Abstract

Investigates the perceptions of staff in regard to critical success factors (CSFs) for successful BPR implementation in the public sector. The research methodology involved semi-structured interviews and staff surveys within a large public sector organisation. The results of the study show that many of the key CSFs identified for BPR in the private sector are equally relevant to the success of BPR in the public domain. The factors deemed most important for successful BPR in the public sector included items such as: top management support, commitment and understanding of BPR; communication; empowerment; and alleviation of downsizing fears. Also identifies a number of unique characteristics of public sector organisations which have a bearing on the application of BPR. These include: the existence of many intricate overlapping processes with multiple stakeholders; the existence of a professional workforce; and the existence of defined internal organisational boundaries.

Original languageEnglish
Pages (from-to)33-52
Number of pages20
JournalBusiness Process Management Journal
Volume5
Issue number1
DOIs
Publication statusPublished - 1 Mar 1999

Bibliographical note

Copyright:
Copyright 2016 Elsevier B.V., All rights reserved.

Keywords

  • BPR
  • Employee attitudes
  • Public sector
  • Success

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