A STRATEGIC ALIGNMENT APPROACH FOR EFFECTIVE BUSINESS PROCESS REENGINEERING - LINKING STRATEGY, PROCESSES AND CUSTOMERS FOR COMPETITIVE ADVANTAGE

Global competition has forced firms to rethink their approach to provi ding products and services to their customer base. Business process re engineering has been adopted by many firms in an effort to improve the ir competitive position and enhance their ability to provide customer satisfaction and delight. Although many firms have implemented busines s process reengineering programs, approximately 60-80% of these progra ms have failed. Therefore, an approach is needed to increase the proba bility of success for reengineering programs. This article presents a conceptual framework and key principles for effective business process reengineering. The principles are derived from a case study of a succ essful reengineering program instituted by the Cummins Engine Company, and a strategic alignment framework which examines the congruency bet ween a firm's strategy, business processes, and customer requirements.