Information technology and business‐process redesign

TLDR

Business‑process redesign and information technology are complementary yet underexploited, and many firms abandon reengineering efforts despite the potential benefits. The article argues that firms must apply IT capabilities to BPR and offers lessons to increase success odds.

Abstract

Business‐process redesigns (BPR) and information technology (IT) are natural partners, yet this relationship has not been fully exploited. Those organizations that have used IT to reengineer processes have benefited enormously. This article argues that those aspiring to do business process redesign must begin to apply the capabilities of information technology. Process redesign is not always successful and almost always accompanied by pain or at least unpleasant side effects. Many companies have undertaken reengineering efforts only to abandon them with little or no positive result. How can you increase the odds for success? Here are a few lessons from the front.