The application of business process reengineering at Kenya airways

Abstract

Every organization needs to have a strategy of how it operates in the ever changing environment so as to ensure it survives in the same environment. To be able to implement this strategy it is important in all types of organizations be it a profit or non-profit organization to use business process re-engineering as a tool to implement strategy. BPR ensures that output is maximized using the least resources. This research paper was on the application the application of business process at Kenya Airways and the objective was to understand how the airline uses business process reengineering. I decided to use a case study to be able to get answers to my research problem. Primary data was collected using personal interviews with staff in the IT, Finance and BPR, after which content analysis was carried out on the responses received. There was a lot of secondary data too available from the KQ website. It was established that Kenya Airways has a 10 year strategy that is being driven by BPR. BPR currently is both pro-active and re-active and is being implemented using two methodologies: lean six sigma and customer journey. Change management came out strongly as a factor to their success using both internal and external change agents. Suggestions made to ensure they are able to become a world class airline include being more social, mobile, analytical and cloud. These will ensure the airline is able to achieve growth by using that best in class and tested approaches being used in developed economies. Recommendations made for further studies by the researcher were a study on how their biggest rival in the region Ethiopian airlines uses BPR and what some of their business objectives would be. Another area of research is how BPR links into a company‟s strategic plan.