Implementation of Business Process Re-Engineering in the Service Sector

Achieving successful performance for the organizations is a choice of each and every organization. In this competitive age every organization needs to improve its performance as much as possible. Business process re-engineering (BPR) is no more an innovative technique and many organizations including service sectors are using this as a technique in their originations. Enterprise Resources Planning is a complex piece of software and the contemporary organizations are using this as a source in order to implement the BPR. It is believed that, hospitals are one of the most challenging organizations to implement the change in their business processes. This research is conducted by using quantitative approach to analyze the implications of BPR in a private hospital in Saudi Arabia. It is concluded that after the implementation of ERP system the both stakeholders’ patients as well as employees including doctors are much satisfied with the new system.


Introduction
The contemporary organizations are implementing new techniques and tools in order to achieve the aims and objectives of the origination (Mohsen Attaran, 2004).The motivation behind BPR is re-organizing or re-examining of business procedures and it should be possible with the backing of programming applications like Enterprise Resource Planning (ERP) (Grover, Jeong, Kettinger, & Teng, 2005).Subramoniam and his colleagues scrutinized the implementation of ERP and revealed that every organization should develop its own approach accordingly (Subramoniam, Tounsi, & Krishnankutty, 2009).Furthermore, recently Delvin Grant 2015, stressed that, all organizations who implement ERP system, they should select their own approach on the basis of organizational needs, it means modules that are selected, they should not be more than the needs of company that will be expensive and have no utility and not less than the requirements of company both will create failure of the ERP system.In the service sector the hospitals exists in the every corner of the world in order to treat the society (John Jeston & Johan Nelis, 2014).The modern hospitals are using high technology equipment not only as hardware but also using different types of software in their hospitals.The doctors, paramedical staff, administrative staff and patients are the stakeholders of these hospitals.Chow-Chua mentioned that the hospitals must use the innovative techniques in order to treat the society (Chow-Chua, 2000).The patients are mostly affected by the waiting time in the hospitals, whether the outpatients or in emergency.Patient's satisfaction towards the hospitals might be related with patients care and reduction in the waiting time.For this purpose, the hospitals should use innovative methods in the services (Francis & Alley, 2013).Whereas it is observed that maximum reasonable waiting time is still achieved, it is important to investigate the reasons of long waiting time and find out the ways to improve it.In spite of the way that "the business world's grip of big business frameworks might actually be the most vital improvement in the corporate utilization of data innovation in the millennium decade (T.H. Davenport, 2008), wide based observational exploration in the CSFs that effect execution are still exceptionally constrained.Having said this, this paper is based on a data collected quantitatively from a medical Centre, which is a private hospital based in Kingdom of Saudi Arabia.Due to data ethics the name cannot be displayed here.The emphasis of Quantitative research is on collecting and analyzing numerical data; it concentrates on measuring the scale, range, frequency etc. of phenomena (Saunders, 2007).Closed-ended questions include a list of predetermined answers from which participants can choose.Open-ended questions allow the participant to answer the question in their own words.Closed-ended questions are easier to analyze.

Literature Review
Business process re-engineering (BPR) is "The fundamental rethinking and radical redesign of business processes to achieve dramatic improvements in critical, contemporary measures of performance, such as cost, quality, service and speed".(Hammer & Champ, 2001).While in the same vein, Enterprise Resource Planning (ERP) may be defined as, "a packaged business software system that enables a company to manage the efficient and effective use of resources (materials, human resources, finance, etc.) by providing a total, integrated solution for the organization's information-processing needs" (Barthorpe et al, 2004).ERP software organizations are updating their products by supporting the business operations as well as decision-making.ERP works as an integral between the functional areas of business including supply chain.ERP systems are designed to enhance organization's competitiveness by upgrading an organization's ability to generate timely and accurate information throughout the enterprise (Ashim Raj Singla, 2005).Therefore, it could be said that the contemporary organizations are using ERP as a software tool in order to reengineer themselves (Grover, Jeong, Kettinger, & Teng, 2005).There is numerous literature available that after the implementation of ERP system the originations are able to increase their quality levels.Subramoniam and his colleagues examined the role of BPR in implementing ERP systems and found that all organizations which implement ERP systems should select their own approach based on organizational needs and constraints (Subramoniam, Tounsi, & Krishnankutty, 2009).ERP frameworks are mind boggling bits of programming.Because of the restrictions of time and venture, few organizations are actualizing the fractional ERP modules where as different organizations execute full ERP modules.Then again, it can be said that there is no distinction between incomplete execution of ERP framework and full usage of the framework.Furthermore, it is believed that the full implementation of the ERP system requires rigorous training and continuous finances.The recent innovations in information technology and software engineering are enhancing organizational performance through providing end-to-end connectivity in ERP.It is evident that, the ERP system integrating all the divisions of one organization into one single component.One current quantitative survey in the United States revealed that most of the organizations are saving 43% of their application budgets by using ERP systems (Tsai et al., 2007).With more than 60% of the U.S. Fortune 1000 infiltrated, major ERP sellers are progressively focusing on little and medium estimated undertakings (SMEs) to create new deals.Merchants and clients are additionally moving past center applications to stretch out ERP frameworks to bolster Web-based applications, e-trade, client relationship administration, and business arranging.
There are such a large number of explanations behind developing interest of ERP framework, for instance, aggressive weights to wind up, and desires of income development, capacity to contend all inclusive, and the longing to re-design the business to react to market challenges.The advantages of ERP are noteworthy, if appropriate ERP modules have been chosen are executed and these will be cause to the lessening in stock cost, crude material costs, lead time for patients (client), generation or administration time, and creation or administration costs (Huq & Martin, 2006).
In spite of the way that "the business world's grip of big business frameworks might truth be told be the most imperative improvement in the corporate utilization of data innovation in the 1990s (Davenport, 1998), expansive based exact examination in the CSFs that effect usage are still extremely constrained.For example, a percentage of the achievement variables recognized in four contextual analyses looked into by Sumner (Sumner, 1999) included: backing of senior administration, overhaul of business procedures to fit what the product will bolster, interest in client preparing, evasion of customization, and utilization of business experts with both business learning and innovation information (Bingi, Sharma, & Godla, 1999) distinguished basic issues accepted to affect an ERP execution.For instance, duty from top administration, reengineering of the current procedures, coordination of the ERP with different business data frameworks, choice and administration of experts, and representative preparing on the new framework must be considered to guarantee fruitful usage.(Reel, 1999).

Data Analysis
The survey poll comprise of two sections first is before execution and second is after usage of the ERP framework.The survey circulated to workers and patients of the healing center.It was explored from the member that by what means if they will be roused and fulfilled by the arrangement of healing facility.

Characteristics of the Respondents
The survey respondents were chosen in two congregations, representatives of staff and patients, these both

Conclusions
Business Process Re-Engineering (BPR) through the usage of Enterprise Resource Planning (ERP) framework is useful to make player administrations in the healing center.It might likewise encourage the patients, spare their holding up time and give them hitter environment.In this exploration two gatherings were chosen i.e.Representatives and Patients, survey were appropriated to both the gatherings previously, then after the fact the execution of ERP framework.There are around 28 representatives working in the clinic.Out of which 18 representatives took an interest.Around 120 patients going by day by day to the healing facility and from them 93 patients were given survey.From those 93 patients the respondents were just 50.Purpose behind such less reaction was that patients couldn't watch the eventual outcomes of the usage of EPR framework and rest didn't took part.It is found that before the usage of ERP framework patients were not fulfilled by the arrangement framework, holding up framework and working society of the healing facility.The working society was moderate; patients need to hold up a great deal even they need to hold up long time at the counter in line for accepting the card number for checkup.As after the usage of ERP framework working society has turned out to be better and for the most part patients get to be fulfilled.Because of this holding up framework and confirmation procedure is likewise enhanced and patients are fulfilled by this framework, patients don't need to hold up long time in line at counter in light of the fact that with the assistance of programming framework patients get their data by time.Prior to the usage of ERP framework as per patients information was exchanged gradually from office to division and absence of precision arrived and after the execution information exchange rate turn out to be quicker.There was no record for remedies of patients so that, representatives experiences issues to discover patients records.
The representatives of the doctor's facility, for the most confessed that the work burden is reduced much before the usage and after the execution.Representatives rate that stream of information from division to office is about at half at time implies it requires investment to exchange of information, for example, patients' therapeutic reports and important data.Prior to the execution for the most part workers were not fulfilled and nor disappointed with the way of life of doctor's facility whereas after the usage representatives get to be fulfilled by the authoritative society and few were not fulfilled and nor disappointed.Workers additionally express that data sharing inside of the association has been expanded after the execution of ERP framework.
Figure 1, p patients ar are exceed very disap While afte arrangeme exceptiona Figure 11 framework Figure 20 respondenThese out framework