Research Scholar, Department of Management Studies, University of Kashmir, Jammu & Kashmir, India.
Abstract
The dynamic market conditions characterized by increasing competitive pressures and customer requirements have always
prompted organizations (particularly, learning organizations) to adopt innovative management approaches for survival and attain a competitive
advantage. Of the various innovative approaches, one that promises extraordinary benefits is the concept of Business Process Reengineering
(BPR) introduced by Hammer in the 1990s. BPR brings sweeping changes in the ways organizations operate and serve. It involves a radical
shift, a shift from a task orientation or functional orientation to a process orientation. Process Reengineering is a disruptive or obliterative approach,
it does away with the existing systems – the organizational, the people, and the technical, thereby, completely transforming an organization.
Reengineering efforts are directed toward the objectives of speed, compression, flexibility, quality, innovation, and productivity. The application
of this approach can lead to the development of customer oriented effective organizations. On account of the large and exceptional benefits
that BPR promises, it has appealed to and attracted many takers from various industries. Reengineering efforts have been initiated and
applied worldwide in various fields (manufacturing, retailing, services) in public and private sectors, multinational corporations, and small
and medium enterprises (SMEs). The tourism industry is one with a huge potential and contributes enormously to the economy of a country.
Given the growth prospects of this industry, it becomes interesting and imperative to understand how the industry has been keeping pace with
changes and adapting innovative approaches. The present study, therefore, is an attempt to provide an account of application of BPR in the field
of tourism. BPR has to be a synergistic and synchronized effort. A number of factors exercise their influence in making reengineering projects
successful but the Information Technology (IT) plays a pivotal role. The researchers intend to identify all the factors that affect the success of
reengineering effort in the tourism industry with a special emphasis on the IT.
Keywords: Business Process Reengineering, Tourism, Process orientation, Information Technology (IT)
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