Exploring Business Process Re-engineering, Change Management, Customer Focus, and Organizational Performance

Aldosari Salem, Hartini Ahmad, Hazlinda Hassan


The purpose of this study is to draw attention to the business process re-engineering (BPR), a radical process change for a volatile environment. The study explores the concepts of BPR and its relations to organizational performance through a literature review. Numerous researches have reported on the BPR factors like change management and customer focus, which are highly recommended in the literature review. The BPR influences organizational performance both financially and non-financially. The implementation of the BPR offers the organization with sustainable competitive advantages.


Business Process Re-engineering, Change Management, Customer Focus, Organizational Performance

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