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Business process re-engineering (BPR) in Malaysian banks and finance companies

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Kok Wei Khong at Taylor's University
Kok Wei Khong
Stanley Richardson
Stanley Richardson
Stanley Richardson
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Abstract

Business process re-engineering (BPR) is a management technique that radically rethinks and redesigns business processes to achieve dramatic improvements in business performance such as customer service and quality. The acceptance of BPR has been reinforced by the implementation of re-engineering initiatives in many Malaysian banking institutions and the Central Bank of Malaysia, Bank Negara, is in favour of these initiatives. Nevertheless the effectiveness of BPR in this context has hitherto not been investigated. The aim of this paper is to investigate the effectiveness of the critical success factors (CSFs) of BPR implementation process in the Malaysian banks and finance companies. Several hypotheses were tested concerning the relationships between the CSFs of the BPR implementation process and the performance of the enterprise, i.e. customer service performance and business performance. With the assistance of Institut Bank-bank Malaysia (IBBM), 103 questionnaires were completed and analysed.
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Business process re-engineering in Malaysian banks and finance companies
Kok Wei Khong;Richardson, Stanley
Managing Service Quality; 2003; 13, 1; ABI/INFORM Global
pg. 54
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... These difficulties are integrated into the business process of re-engineering with the certainty that firms can create and integrate innovative resources. A multitude of scholars has researched the effects of BPR (Odede, 2021;Terziovski et al., 2019;Khong & Richardson, 2020;Bako & Banmeke, 2019) on organisational survival. None of the studies carried out have focused on block moulding firms in Bayelsa State, Nigeria. ...
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... To keep customers, effective customer service is required. as a result of this, an effective CSM (Khong and Richardson, 2003). ...
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