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Information Resources Management Association
Advancing the Concepts & Practices of Information Resources Management in Modern Organizations

Reinventing Business Processes through Automation: A Case Study

Reinventing Business Processes through Automation: A Case Study
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Author(s): David Paper (Utah State University, USA)
Copyright: 1999
Pages: 11
Source title: Success and Pitfalls of Information Technology Management
Source Author(s)/Editor(s): Mehdi Khosrow-Pour, D.B.A. (Information Resources Management Association, USA)
DOI: 10.4018/978-1-878289-56-8.ch009


Although numerous firms have experimented with business process reengineering (BPR), many have achieved less than dramatic results (Davenport, 1993; Hammer and Champy, 1993; Kotter, 1995). To explore possible reasons for BPR underachievement, an in-depth case study was undertaken. The case focuses on events surrounding the redesign of a fundamental business process (Personal Lines Insurance) at Safeco Corporation. Redesign is led by the Information Systems and Services (ISS) department as they are in charge of the Personal Lines Systems (PLS) that support the business. Analysis of the interviews provides a detailed description of the project and uncovers possible reasons for failure of the reengineering effort.

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