BPR - a UK case study

Abstract

This report highlights the practical issues and problems of business process and information systems reengineering using a case study of a BPR project at IBM UK. The first part of the report describes the BPR project (CRM), its goals and objectives, project management and organisation structure, and the business process reengineering work at IBM UK. The next section outlines the research and case study methods used for this investigation. This is followed by a description of the various business process and information systems reengineering approaches used in the CRM project. Finally the report concludes by describing the main findings, the practical issues of the CRM project.