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ABSTRACT

Of the major advancements in the Information Technology industry, the 90s saw the development of Business Process Reengineering (BPR) systems. Despite the heavy cost and efforts required to implement such systems, the benefits to organizations, having achieved more efficient operations and improved competitive stance have been dwindling. The failure rate of BPR system implementations encouraged academicians and practitioners alike to utilize critical success factors to study project success (Soh et al, 2000, Willis and Willis-Brown, 2002). This thesis aims to investigate the critical success factors that lead to successful implementation of BPR projects in institutions of higher learning. From the literature review, a BPRM framework was developed using critical success factors. The key factors were identified and their applicability and impact in successful implementation were explored. The qualitative research approach was used in the registrar’s office at the American University of Nigeria. A set of 6 semi-structured interviews were conducted and the results were analyzed. The result of the study indicates that all the factors of the BPRM framework exhibited for implementation success of this case have high levels of criticality.

TABLE OF CONTENTS

1.1 BACKGROUND OF THE STUDY …………………………………………………………………………………………….. 1
1.2 STATEMENT OF PROBLEM/DISCUSSION ………………………………………………………………………………. 1
1.3 OBJECTIVE OF THE STUDY ……………………………………………………………………………………………………. 3
1.4 AIM OF THE STUDY …………………………………………………………………………………………………………….. 3
1.5 RESEARCH QUESTIONS ………………………………………………………………………………………………………… 3
I.5 GLOSSARY …………………………………………………………………………………………………………………………… 4
1.6 STRUCTURE OF THE THESIS ………………………………………………………………………………………………….. 4
CHAPTER TWO-LITERATURE REVIEW ……………………………………………………………………………………………… 5
2.1 HISTORY OF BUSINESS PROCESS REENGINEERING ………………………………………………………………….. 5
2.2 SUCCESS FACTORS IN IMPLEMENTING BUSINESS PROCESS REENGINEERING …………………………… 10
2.2.1 Change Management ………………………………………………………………………………………………….. 11
2.2.2 Quality Culture (Empowerment) …………………………………………………………………………………… 12
2.2.3 Management Competence ………………………………………………………………………………………….. 13
2.2.4 Organizational Structure/Teamwork …………………………………………………………………………….. 14
2.2.5 Project Management ………………………………………………………………………………………………….. 15
2.2.6 IT Infrastructure …………………………………………………………………………………………………………. 16
2.3 Failure Factors In Business Process Reengineering (BPR) ……………………………………………………….. 19
2.4 Framework of Study ………………………………………………………………………………………………………….. 20
2.5 BPR Techniques ………………………………………………………………………………………………………………… 23
2.5.1 Network Models ………………………………………………………………………………………………………… 24
CHAPTER THREE-RESEARCH METHODOLOGY ………………………………………………………………………………… 25
3.1.1 Philosophical Assumptions ………………………………………………………………………………………….. 25
3.1.2 Qualitative Research Methods ……………………………………………………………………………………… 26
3.1.3 Data Collection …………………………………………………………………………………………………………… 27
3.2 QUALITATIVE RESEARCH IN THE STUDY ……………………………………………………………………………….. 28
3.2.1 Philosophical Assumption in the Study ………………………………………………………………………….. 28
3.2.2 Data Collection Method in the Study …………………………………………………………………………….. 28
3.2.3 As Is and To-Be ………………………………………………………………………………………………………………. 36
CHAPTER FOUR-RESULTS ……………………………………………………………………………………………………………. 38
INTRODUCTION ……………………………………………………………………………………………………………………… 38
4.0 PROCESS RE-ENGINEERING FRAMEWORK ……………………………………………………………………………. 38
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4.0.1 Process Re-engineering Framework Application …………………………………………………………….. 38
4.1 Description of Activities ………………………………………………………………………………………………………… 39
4.1.1. Add & Drop ………………………………………………………………………………………………………………….. 39
4.1.2 Certificate Issuance ………………………………………………………………………………………………………… 40
4.1.3 Class Validation ……………………………………………………………………………………………………………… 40
4.1.4 Transcript Issuance ………………………………………………………………………………………………………… 41
4.1.5 Degree Audit …………………………………………………………………………………………………………………. 41
4.1.6 Credit Transfer ………………………………………………………………………………………………………………. 42
4.2 Interview Findings & Analysis ………………………………………………………………………………………………… 43
4.2.2 Re-engineering ………………………………………………………………………………………………………………. 45
4.3 Interpretation of Findings ……………………………………………………………………………………………………… 54
4.3.1 Transcript Issuance ………………………………………………………………………………………………………… 54
4.3.2 Class Validation ……………………………………………………………………………………………………………… 54
4.3.3 Credit Transfer ………………………………………………………………………………………………………………. 54
Table 2: Tabular Representation of CFSs ………………………………………………………………………………………. 55
Critical Success Factors from Case Study ………………………………………………………………………………………. 56
CHAPTER SIX-CONCLUSION …………………………………………………………………………………………………………. 58
REFERENCES ……………………………………………………………………………………………………………………………… 62
APPENDIX …………………………………………………………………………………………………………………………………. 69
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CHAPTER ONE

Project Topics

INTRODUCTION
This thesis investigates the critical success factors in business processes of the registrar’s office at the American University of Nigeria. Business process reengineering (BPR) is a management tool used to assist an organization in ensuring effective, efficient and economic growth through the restructuring and dramatic redesigning of business processes. Thus, BPR studies are of great benefit to academicians as well as professionals in the business world (Champy & Davenport 2003). The objective of this chapter is to provide some background information on the topic. The next section will focus on the problem statement. The objective of the study will be discussed in section three, and section four will focus on the research questions of the study. Finally, the last section will outline the structure of the thesis.
1.1 BACKGROUND OF THE STUDY
BPR plays an important role in running organizations, irrespective of the size. It helps create a channel through which information can reach all the functional units which in turn, can lead to benefits such as effective work performance, efficiency, and accurate scheduling.
1.2 STATEMENT OF PROBLEM/DISCUSSION
According to the research, the presence of bureaucracy, control processes, and regulation, as well as expensive systems are some of the hindrances to achieving efficiency and productivity in most organizations (Reyes, 2001). BPR systems implementations
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involve complex effort (Scott and Vessey, 2006). Moreover, numerous failed projects have been attributed to the lack of proper alignment of processes (Soh et al, 2000, Willis-Brown; 2002).
In most instances, the adverse results of failed implementation are in the nature of heavy monetary/competitive advantage losses which can never be recovered and, in turn, harm the organization (Davenport 1998, Davenport 2000). Academicians and practitioners have attempted to address the high failure rate of BPR implementations (Somers et al, 2000). Practitioners have also attempted to understand the basis of success in implementation of the system in recent times, using identified critical success factors (Akkermans & Van Helden, 2002; Motwani et al, 2005; Nah et al, 2003; Somers and Nelson, 2004; Umble et al, 2003).
Critical success factors are “the limited number of areas in which results, if satisfactory, will ensure successful competitive performance for the organization” (Rockart, 1979). According to Hailekiros Sibhato & Ajit Pal Singh, (2012) Ethiopian universities are not able to effectively discharge their national responsibilities in producing qualified human power and BPR is the management tool for solving problem and enhancement of the universities performance (Hailekiros Sibhato & Ajit Pal Singh, 2012). The search for published research from the academia as it relates to BPR systems implementation in Nigeria especially in higher institution of learning has not been successful but can be seen in the banking sector as well as small business (Eke,G.J & Adaku. N.A, 2014) and small business enterprises (Orogbu, Onyeizugbe & Onuzulike, 2015). The motivation for this research is interest and personal development.
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1.3 OBJECTIVE OF THE STUDY
 To identify the CSFs necessary for successful implementation of BPR projects
 To analyze the processes in the Registrar’s office using BPR techniques and identify the problems therein.
 To redesign the processes so as to improve them.
1.4 AIM OF THE STUDY
To apply BPR techniques, to analyze the processes in a higher institution, identify the inherent problems therein and redesign the processes appropriately.
1.5 RESEARCH QUESTIONS
The process of change is very complex and is not easily achievable, as it involves the interrelationship among organizational components such as people, technology, motivation, benefits, management (Grover, Jeong, Kettinger, and Teng, 1995).
Therefore, the following questions will be explored in order to achieve the objective of the study:
 What are the critical success factors in implementing projects?
 Are the identified critical success factors from the literature review relevant for the successful implementation of BPR projects in an institution of higher learning in Nigeria?
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I.5 GLOSSARY
Provided below is a set of definitions.
Project: A transient endeavor undertaken to design or achieve a unique result or service (APM 2017).
Project Management: This is the application of skills, methods, knowledge, processes, and experience in order to achieve the project objectives (APM, 2017).
Information Systems [IS]: This is the means by which organizations and individuals collect, process, store use and disseminate information (UK Academy for Information Systems 1999, p.1).
1.6 STRUCTURE OF THE THESIS
The next chapter reviews the literature and highlights the knowledge gap with reference to the research question. The following chapter describes the research methodology used to achieve the goal of the study. In the subsequent chapters, data collection and findings are presented, discussed and analyzed, while the final chapter summarizes the study and gives the final result.

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