Track: Operations Management

Abstract

The focus of this paper is about business processes re-engineering in the manufacturing industry, with the aim of achieving customer satisfaction and retaining more customers. The benefits of BPR were discussed in the indenture of the benefits of total quality management (TQM). Three sets of questionnaires were designed to extract data from customers, service agents and suppliers of the organization. This was to scrutinize the proficiency of business processes as a vindication assistance to correct customer loss. It was then established that customers are inclined to the organization’s processes than service agents and suppliers, therefore we recommend that through the practice of business process re-engineering, organizational goals must be aligned with the needs of customers