An Assessment of Service Delivery Performance in the Aftermath of Business Process Reengineering Implementation the Case of Ethiopian Civil Aviation Authority
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Date
2010-05
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Addis Ababa University
Abstract
Currently there is a widely shared understanding that Business Process Reengineering
has transformed the service delivery performance of many government institutions at
federal, regional as well as local levels. Processes which had been taking months or
years with high cost have been made to be performed in hours and or days with lowest
possible cost. The court system at federal and regional levels, municipal services at
kebeles’ in Addis Ababa city administration
and many other institutions can be
mentioned as an example.
This study was conducted to assess the service delivery performance of Ethiopian Civil
Aviation Authority in the aftermath of implementing BPR. The study is initiated due to
the prevailing mass dissatisfactions and instability in the organization since the time of
the implementation of BPR. Accordingly the study has examined the attitudes of ECAA
employees and customers’ evaluation about the changes brought by BPR implementation.
To this purpose a comparative employee attitude analysis was made on the service
delivery performance of the organization between the pre and post BPR implementation
periods using pearsons’ correlation and T-test as statistical tools. Furthermore, clients of
the Authority evaluated its’ service delivery performance using ten quality dimensions
and their scores are analyzed based on the service quality model of parsmanma. The
opinions of the management members have also been included in the assessment using
semi structured interview. The finding has revealed that the Authority has not attained
the required transformation from both the opinions of its employees and clients. The
aggregate attitude
Based on the findings of the study the researcher recommends the authority to revisit the
BPR study and to work on improving the attitudes of its employees. A concerted effort has
to be made to maintain its skilled human power. Especially the management of Ethiopian
Civil Aviation Authority has to learn from the consequences of false promise to carry out
a specified task and avoid such promises at any cost. Moreover, proper planning and
timing is the key for successful implementation of programs and attainment of
organizational objectives. Therefore, it is the time for Ethiopian Civil Aviation Authority
to wake up and commit itself on investigating why the organization failed to attain the
required transformation and
find out solutions for further intervention
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Keywords
Implementation