Performance measurement in business process re-engineering

In this paper we present the development and validation of performance measurement indicators for a business process re-engineering (BPR) evaluation. The results are based on a survey carried out in 73 medium-sized and large Slovenian manufacturing companies in the mechanical, electro-mechanical and electronic industries. Since BPR literature is mostly based on case studies, the survey research methodology was assumed for studying performance measurement indicators when addressed to the dimensions of BPR. Based on a literature review, seven crucial areas, important for a successful BPR evaluation, were identified: costs, quality, time, flexibility, dependability, customer satisfaction and human resources with employee satisfaction. New variables were developed within the crucial areas, using reliability and validity analysis. (c) 2006 Journal of Mechanical Engineering. All rights reserved.