ASSESSMENT OF BUSINESS PROCESS REENGINEERING STUDY AND ITS IMPLEMENTATION AT NATIONAL BANK OF ETHIOPIA

Abstract

The main objective of this research paper is to assess the impact of the Business Process Reengineering study and its implementation on the achievement of organizational performance improvement in the case of National Bank of Ethiopia. In order to achieve the stated objective, a fairly rigorous methodology has been adopted. The study used both qualitative and quantitative analysis. In order to collect primary data, the questionnaire survey technique and interview were used. The questionnaire survey was distributed to 104 Employees of NBE and 50 customers of the Bank. In total 154 questionnaires were served and only 70 respondents from the NBE staff and 20 respondents from NBE’s customers were collected. The result of this study reveals that there was inadequate communication about the need for change; the delay in investment of IT infrastructure (which was recommended by the BPR study) has taken ample time and this diminished the BPR momentum; majority of the respondents (Staff and Customers) witnessed that they did not observe substantial improvement in organizational performance due to BPR implementation. This study finally recommends that communication should be open, honest and clear to the staff of the organization. BPR or any change program will be effective when everyone communicated and understands the need for change and works together to bring the desired change.