Assessment of Human Resource Factors in Implementation of Business Process Reengineering at Kenya Commercial Bank

Abstract

The study sought to establish KCB’s incorporation of the human resource factors in the development and implementation of its Business Process Reengineering (BPR) projects. The research questions were; to what extent has KCB integrated human resource in its BPR projects?; which human resource factor does KCB emphasis on most?; and do the various factors elicited differ across implementation partners? Primary data was collected through questionnaires which were distributed to both managers and support staff at KCB head office and Nairobi branches. Data collected was analyzed by use of descriptive statistics and Statistical Package for Social Sciences (SPSS) was used in the analysis. Results of the study indicated that KCB incorporated the human resource factors in development as well as implementation of BPR projects. Of the five human resource factors considered in BPR, staff were agreeable that KCB had integrated four of them namely; egalitarian leadership, top management commitment, managerial support as well as a conducive work environment. Staff remained neutral on KCB’s efforts to eliminate employee resistance. Top management commitment was highlighted as the most emphasized human resource factor by KCB. The least stressed factor was employee resistance to change