Browsing by Author "Kimeme, Joseph"

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    Business process re-engineering: the technique to improve delivering speed of service industry in Tanzania
    (Independent Journal of management & production, 2013) Sungau, Joseph Joseph; Ndunguru, Philibert C.; Kimeme, Joseph
    Problem statement: Delivering speed is very critical in today’s business environment. In most cases, service organizations and customers are sensitive to time spent at delivering or receiving a service. Therefore, service organizations must change in order to meet this challenge. Overtime, service organizations have worked hard to identify techniques that enhance service delivering speed for improved performance. Business process re-engineering is one of such techniques that improves business processes; including delivering speed. However, despite documented advantages, most organizations are reluctant to adopt the technique. Purpose: The paper aims at determining the effect of business process re-engineering on delivering speed; enabling organizations to appreciate the performance improvement that is associated with the technique. Methodology: The study used cross-sectional survey design to investigate the effect of BPR on delivering speed. In order to undertake the study, intensive literature review was undertaken to operationalize the constructs and to formulate the hypothesis which was tested after the field work. In total ninety-five (95) service organizations participated in the study. Results: From the study, it is revealed that BPR significantly and positively improves delivering speed of service organizations. Conclusion: For improved delivering speed, service organizations should adopt BPR technique to improve business processes for provision of delighting services to customers.
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    Business process re-engineering: The technique to improve delivering speed of service industry in Tanzania
    (INDEPENDENT JOURNAL OF MANAGEMENT & PRODUCTION (IJM&P), 2013) Sungau, Joseph; Ndunguru, Philibert C.; Kimeme, Joseph
    Problem statement: Time spent by customers at a service organization is very critical in today’s business environment. Service organizations must change to provide services to customers within the minimum time possible. Business process re-engineering is one technique that improves business processes. However, despite documented advantages, most organizations have not adopted the technique. Purpose: The paper aims to determine and explain the effect of business process re-engineering on delivering speed for enhanced organizational performance. Methodology: The study used a cross-sectional survey design that included a sample of ninety-five (95) service organizations. Focused intensive literature review enabled to construction structural measurement model, formulation of testable hypotheses and operationalization of constructs. Results: From the study, it is revealed that BPR positively improves delivering speed of service organizations. Conclusion: The adoption of the BPR technique for improved business processes enhances delivery speed in service organizations.
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    The influence of Business Process re-engineering on Service Quality: Evidence from Service Industry in Tanzania
    (Interdisciplinary Studies on Information Technology and Business (ISITB), 2013) Sungau, Joseph Joseph; Ndunguru, Philibert C.; Kimeme, Joseph
    Problem Statement: In today’s business environment, customers are focusing on getting quality services that meet their expectations. Poor quality services lead to loss of customers, and this is particularly so with service industry. Therefore, service organizations need to offer services that delight customers. Improved business has been reported to be associated with dramatic improved service quality. Despite documented potentiality, there are mixed empirical results, findings and conclusions regarding the benefits of BPR on service quality. Therefore, this paper aimed at assessing and explaining the effects of BPR and service delivery speed on service quality. Methodology: The study used cross-sectional survey design to investigate the effect of BPR on service quality. Intensive literature review enabled to construct structural measurement model, formulate testable hypotheses and to operationalize constructs. In total ninety-five (95) service organizations participated in the study. Results: Results of the study reveal that BPR positively directly and indirectly affects service quality. In the indirect effect, it was found that BPR positively affects delivering speed which in turn affects service quality. Therefore, from these finding, it has been revealed that BPR has significant positive effect on both service quality and delivering speed. Conclusion: BPR influences both service quality and delivery speed of service organizations in of Tanzania. Based on the results, findings and conclusions from this study, it is recommended that service organizations should have concrete plans when adopting BPR techniques, which are considered key to improved service quality. In that way, service organizations will provide services that delight customers.