Business process reengineering in SMEs (case study at Alsultan Company)

Abstract

The purpose of this study is to apply the most appropriate business process reengineering (BPR) methodology in reducing cost, shortening the processes time and enhancing the customer satisfaction for SMEs (small medium enterprises). Comparison of eight BPR methodologies has been conducted in order to come up with the most suitable reengineering methodology for SMEs. Based on the result of the comparison, the researcher has chosen the BPR stages methodology to be applied in Alsultan Company that has been selected as a case study. Interviews were conducted with top management to collect the required data including the company’s objectives, performance objective, critical process and problems associated with these processes. After applying the BPR stages on the Alsultan Company, several processes were identified that could be improved are ordering, payment, logistic, account payable and complaint process. The outcome of this study which is referred as the to-be processes was verified by the top management of Alsultan Company in order to ensure it is met with the company objectives. As a result, this study proposed the BPR stages methodology is the most appropriate methodologies that can be applied for a drastic upgrade of SMEs.