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Please use this identifier to cite or link to this item: http://hdl.handle.net/123456789/1499

Title: Business Process Reengineering:A case Study on Service Quality Problems of Ethiopian Airlines with Emphasis onOn-Time Performance
Authors: Getachew, Mersha
Advisors: Dr-Ing Daniel Kitaw
Copyright: 2004
Date Added: 18-Oct-2008
Publisher: Addis Ababa University
Abstract: Business systems are made up of processes. Processes are what businesses do. And when processes become old and inefficient and can’t deliver results that they were originally designed to deliver, or they can’t cope up with the business dynamics in the environment in which they operate, they must be redesigned or replaced. Business Process Reengineering (BPR) is a process-based management tool that can deliver both, either redesign or replace inefficient processes, as required, with a breakthrough result. As such it can be applied to a single process, a group of processes, or the entire processes comprising the organization. And it is this feature of BPR; tackling processes individually or collectively and provide breakthrough solution that makes it a useful management tool. In this thesis work, the concept of BPR and its application to the industrial set-up (service giving, manufacturing, etc.) is investigated. In order to illustrate and amplify it’s applicability, On-Time Performance problem (flight delay) of Ethiopian Airlines was taken as a case study. To do that, literature on BPR was surveyed and four types of data were collected. The data consists of: historical flight delay data, questionnaire survey, structured interview, and process maps of the component sub-processes of the On-Time Performance process. The collected data was analyzed and the major findings isolated. Based on findings and the literature survey, a two-section solution is forwarded. One is a generic model that can be adapted to the other processes of the airline. The second is a how-to methodology on how to carry out the actual reengineering work on the On-Time Performance problem. A profoundly restructured process with empowered employees who are customer focused and the use of information technology as an enabler are the highlights of the how-to of the change. The study dwells at length on why BPR is a necessity and in fact a must for most organizations in Ethiopia. The specific result of the case study can be adapted to the other organizations in Ethiopia. Both the Generic Model and the how-to methodology that are developed based on the literature survey on BPR and the case study conducted on the On-Time Performance problems of Ethiopian Airlines can be easily adapted to any organization that wants to reengineer its processes.
Description: A thesis submitted to school of Graduate Studies of Addis Ababa University in partial fulfillment of the requirement for the Degree of Masters of Science in Industrial Engineering
URI: http://hdl.handle.net/123456789/1499
Appears in:Thesis - Industrial Engineering

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