Achievements and Challenges in the Implementation of Business Process Reengineering at Addis Ababa General Post Office
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Date
2010-06
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A.A.U
Abstract
This research is co inducted with the objective of assessing the challenges, problems and
achievements BPR as a public Administration and Management tool to enhance the service
Delivery o{ public institutions as exemplified by the Ethiopia postal service with specific
reference to {h e Addis Ababa General Post Office. The study employed descriptive survey
method. The analysis o{ the findings revealed that BPI? implementation enhances the service
delivery in terms of delivering quality service, flexibility and responsiveness and delivering
customer sat is/action in GPO. However, lack of awareness, training, motivation, leadership and
technological inputs have hampered the change. To overcome these challenges and problems ,the
research has come up with recommendation where the organization should organize awareness
creation and consensus building meetings with employees especially those who are most affected
and disappointed by the change; providing work r elated continuous and rigorous training and
orientation to both the employees and the management; the organ inaction must provide training
and career enhancement as co unsealing and outplace mint assistance for those who are
most affected by the placement, the leadership should monitor progress against the entire
and make regular communication o{ progress and success in achieving the targets, the entire
team, th e leadership, the management and the employees should get together to review the
progress against the objectives and the standard, continuous monitoring and evaluation m1lst he
regularly conducted and communicated to ail concerned units and individuals for further
improvement and growth. The organization should also undertake recruitment and procurement
in order to overcome the shortage o{manpower and equipment and facilities respectively.
Description
Keywords
Business Process, General Post Office