An Assessment of Service Delivery Performance in the Aftermath of Business Process Reengineering Implementation the Case of Ethiopian Civil Aviation Authority release_yfwqczpysvcw3jxfsbfzbfdh3i

Abstract

Currently there is a widely shared understanding that Business Process Reengineering has transformed the service delivery performance of many government institutions at federal, regional as well as local levels. Processes which had been taking months or years with high cost have been made to be performed in hours and or days with lowest possible cost. The court system at federal and regional levels, municipal services at kebeles' in Addis Ababa city administration and many other institutions can be mentioned as an example. This study was conducted to assess the service delivery performance of Ethiopian Civil Aviation Authority in the aftermath of implementing BPR. The study is initiated due to the prevailing mass dissatisfactions and instability in the organization since the time of the implementation of BPR. Accordingly the study has examined the attitudes of ECAA employees and customers' evaluation about the changes brought by BPR implementation. To this purpose a comparative employee attitude analysis was made on the service delivery performance of the organization between the pre and post BPR implementation periods using pearsons' correlation and T-test as statistical tools. Furthermore, clients of the Authority evaluated its' service delivery performance using ten quality dimensions and their scores are analyzed based on the service quality model of parsmanma. The opinions of the management members have also been included in the assessment using semi structured interview. The finding has revealed that the Authority has not attained the required transformation from both the opinions of its employees and clients. The aggregate attitude Based on the findings of the study the researcher recommends the authority to revisit the BPR study and to work on improving the attitudes of its employees. A concerted effort has to be made to maintain its skilled human power. Especially the management of Ethiopian Civil Aviation Authority has to learn from the consequences of false promise to carry out a specified task and avo [...]
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