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Study of Reengineering Practices in Tourism Industry
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/functional orientation to a process orientation. Process Reengineering is a disruptive/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.
Business Process Reengineering, Tourism, Process Orientation, Information Technology (IT).
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