Business process re-engineering in the Czech branch of a leading worldwide market research agency

Business process re-engineering is a process that facilitates the redesign of the business processes within an organization. According to APQC, the global benchmarking data provider, the top six objectives of Business Process Management (BPM) are: to better align the organization with new business priorities; to increase production; to improve workforce performance; to reduce costs; and to change the organization’s culture.

"Change begets change. Nothing propagates so fast."

Charles Dickens,
British novelist

This article looks at a case study on how successful business process re-engineering is achieved in an organization. In this study, the organization is the Czech branch of a leading market research agency. The company was suffering from declining revenues, profitability and customer satisfaction, mainly due to lack of effective business management. Business process re-engineering normally leads to the adoption of business process management. Business process management focuses on aligning organizations more closely with their customer's needs. It also helps organizations to facilitate innovation. In this case, an external management team undertook the project of redesigning the business processes within the firm in order to improve its business effectiveness and efficiency.

They took a holistic approach when analyzing the existing processes to implement new ones. They also assisted in integrating these processes smoothly into the company's operation. In addition, the team was able to provide an outsider's view, which enhanced the overall re-engineering process. The team conducted process assessment, process design and provided overall reorganizational support, which resulted in the research agency reporting high levels of satisfaction. Although process re-engineering delivers immediate results, the company should continue to experience its effects in upcoming business dealings.

The complete article was written by:

  • Antonin Raizl
    Senior Advisor in the Advisory Practice, Ernst & Young, Czech Republic
  • Michal Hanzal
    Advisor in the Advisory Practice, Ernst & Young, Czech Republic
  • Jaroslava Konakova
    Advisor in the Advisory Practice, Ernst & Young, Czech Republic

Download the full article pdf (pdf, 415 kb)

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