EFFECT OF BUSINESS PROCESS REENGINEERING ON ORGANIZATIONAL PERFORMANCE: A CASE STUDY OF DOCUMENTS AUTHENTICATION AND REGISTRATION AGENCY IN ADDIS ABABA

Abstract

The purpose of this thesis is to gain an in depth understanding of exactly what BPR can play in Ethiopia development activities currently and how it becomes a good tool for improving performances of systems in the public as well as in the private sectors. Hence, the paper analyzes the relationship and significant changes in the performance of Documents Authentication and Registration Agency. The research discusses how BPR model was used to operationalize the improvement of service quality, and assesses the perception and attitude of employees to improve service quality that resulted from the comparison of perceptions with expectations. Qualitative data analysis has been utilized. The study used both primary and secondary data. Primary data were collected through questionnaire, unstructured interviews and personal observations. They were analyzed through descriptive statistics. Secondary data were also collected from published and unpublished documents and reports. The study has shown that DARA attempted to use Business Process Reengineering (BPR) approach to design new systems so as to improve its performance. The main achievement of BPR is that service delivery time has reduced dramatically as a result of the new work flow and change of employee attitude. The findings imply the requirements of improved organizational performance is adequate to categories the sector achievement and gap of BPR.