Hybrid method to assist business process reengineering in developing countries

Abstract

Public institution spending in developing countries is constantly increasing in the last decades, and the available data shows that there is a lack of efficiency in resource consumption not reflected in efficiency improvement. This necessitates the need to reengineer business process that will increase efficiency at a lower cost. To address this, the researcher employed interview and observation data collection strategy where 50 employees from the central registration team of Yobe State University and 22 Health practitioners including doctors, nurses and radiologists from Sani Abatcha Specialist Hospital, Damaturu-Nigeria were interviewed and observed respectively. In this research, the approach based on design science that integrates Knowledge Map, Enterprise Ontology and lean using approach to find unnecessary transactions that must be reengineered to improve the organizational efficiency was adopted. This approach was chosen as a basis for finding a solution because it provides a better understanding of the dynamics of an organization, and allows a good alignment between the enterprise design and operation. Demonstrations of the processes collected from Yobe State University and Radiology Department of Sani Abatcha Specialist Hospital, Damaturu-Nigeria, making it possible to find transactions that can be refined or improved. Evaluation was carried out by means of descriptions and the Four Principles from Österle. Findings indicated that the number of transactions were reduced by 25% in the case of Yobe State University registration process and also reduced by 41.7% in the case of Radiology Department of Sani Abatcha Specialist Hospital. In conclusion, the results proved that the approach yields an adequate and clear process view and is reliable when it comes to reengineering organizational operational processes.