Implementation of Business process reengineering: An analysis of key success and failure factors, a case study of Ethiopian Revenues and Customs Authority Mekelle Branch

Abstract

This study of Implementation of Business process reengineering (BPR): an analysis of key success and failure factors – A Case Study of Ethiopian Revenues and Customs Authority Mekelle branch is an attempt to explore the effectiveness of the practices in the organization. Prior studies made on the organization have indicated inefficient organizational structure and unnecessarily complicated procedures that had permitted insufficient service delivery, corruption, smuggling and serious tax evasion in the organization. These problems have depressed the attempt of the organization to be successful in achieving its objectives. To increase its efficiency, the organization has implemented BPR recently. However, the effect of the reengineering on quality service, employee satisfaction, and speed has not been so far investigated. The major theme of the research was to analyze the key success and failures factors while implementing BPR in the tax collection procedures, customer service, and employee satisfaction in the Ethiopian Revenues and Customs Authority Mekelle branch (ERCA). To attain this objective, the study used descriptive method. Purposive sampling method was used because it is the best method to collect relevant information from the knowledgeable individuals willing to provide it. Primary data was the largest portion of information source and collected from managers, employees and customers. To collect primary data the study used questionnaire. Discussion was made with management of the organization to obtain key information. Finally, based on the findings, the organization’s Business process reengineering (BPR) implementation is just an improvement, not radical change in terms of tax collection procedures, customer service, employees’ beliefs and cultural change. Using other method of study, the researcher recommend the researchers to study the impact of Business process reengineering (BPR) implementation on cost reduction, the impact of Business process reengineering (BPR) on tax collection performance of the organization and the impact of Business process reengineering (BPR) in reducing tax evasion and avoidance.