Bridging the gap between business process reeingineering and information systems: identifying key issues

Abstract

This paper highlights the practical issues and problems of business process and information systems reengineering using a case study of a BPR project. The case study (CRM), based at IBM UK is the biggest BPR initiative in the history of IBM corporation, to date. The paper describes the efforts and steps IBM UK are taking, as part of this BPR project, to narrow the gap between the reengineered business processes and their legacy information systems. From in depth interviews with those involved in implementing BPR in the UK, issues are identified. These are analysed and evaluated for their impact on business process and information systems reengineering and compared with the existing literature relating to BPR.