The enabling role of Information and Communication Technology in Business Process Re-enginceriug: The Case of Kenya Commercial Bank

Abstract

As new software is implemented and new electronic markets are embraced, processes must of necessity undergo radical changes. Lessons of reengineering can be applied to these process changes. The primary objective of this study was to examine the role of information and communication technology in business process re-engineering. To facilitate the research, a case study was undertaken. The study was clone at Kenya Commercial Bank covering selected projects that were implemented in the period 1995- 2'()02. Data was collected using questionnaires, which were either personally administered by the researcher or sent via email through the company intranet. The study results pointed out that currently the extemal environment is the single most important factor that needs to be considered at Kenya Commercial Bank while undertaking Business process re-engineering. The study results also brought out the significance of information technology in business process reengineering. The study results should however not be divorced from the limitations cited and should only be used . as an aid by management while considering business process reengineering