CRITICAL SUCCESS FACTORS FOR BPR IN THE SRI LANKAN PUBLIC SECTOR: A CASE STUDY

Business process reengineering (BPR) is a practice pri-marily adopted by the private sector, to bring about dramatic improvements in performance, through process redesign. In the recent past, the public sector too, in its view to reduce operational costs and meet service stan-dards has acknowledged the need for radical changes, making BPR a required practice. The public sector in their attempts however, has faced schedule and budget overruns as well as resistance. This study attempts to identify the critical success factors for BPR in the public sector of Sri Lanka, through an intensive case study. The analysis revealed that effective leadership with referent power, pilot implementation to prove the success, consultants as enablers and organization readiness with adequate change management were keys to succeed in BPR. The framework identifi ed for success provides a guideline for similar public sector organizations when embarking on reengineering efforts.Keywords: Business Process Reengineering, Critical Success Factors,Public Sector, FrameworkFor full paper: fmscresearch@sjp.ac.l