An Integration of BPR and TQM Implementation Model
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Date
2010-11
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Addis Ababa University
Abstract
Ethiopian public as well as private organizations have undertaking organizational transformation to increase the effectiveness and efficiency of their performance. BPR was selected by the Government in order to improve the performance of service delivery to citizen. On the other hand, some private organizations including service and manufacturing industries are implementing QMS – ISO 9000 as performance improvement.
The objective of this thesis is to identify implementation problems and impacts on organizational performance on BPR and QMS – ISO 9000 in order to develop an integrated model for combining BPR and TQM as a management strategy and to explore the advantage of such integration. To achieve this objective, 31 organizations that are found around Addis Ababa are surveyed to analyze implementation of BPR, QMS and organizations implementing both BPR and QMS at different times, to extract their implementation problems and impacts.
The finding includes: public institutions implemented their redesigned processes which are not supported by performance measures, new salary scale, new rules and regulation; great time variation (average 2 years) between actual versus planned time for implementation, fail to integrate with continuous improvement, Inadequate IT infrastructure, are some finding are with BPR implementation. On the other hand, lack of internalizing the benefits of ISO 9000, top management commitment, fails to bring break through improvement are some of the findings of ISO 9000 implementation. Further more, common implementation problems are: lack of strategic alignment, lack of recognition and reward system, lack of practical experienced consultants. Positive and negative impacts of BPR and ISO 9000 are also analyzed in this thesis. Based on the above findings, a model is developed which integrates BPR and TQM, at which it enhance their positive impacts and minimizes their negative impacts. At last but not least, implementation plan for the developed model is developed.
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Keywords
Business Process Reengineering (BPR), Total Quality Management (TQM), Quality Management System (QMS), ISO, implementation model