BUSINESS PROCESS REENGINEERING AND SUSTAINABILITY OF OUTSOURCING ORGANISATION IN LAGOS STATE, NIGERIA. A STUDY OF HUGO INC

Abstract

This research focused on the influence of business process reengineering on outsourcing organization: A study of Hugo Inc. Companies need to survive the test of time in business practices and having operational efficiency, so process reengineering can help them in achieving this. Business process reengineering is typically used to boost business agility, responsiveness, and customer satisfaction with improved goods and services. Sustainability is connected to the ability to run a production process over a period of time. Some of the problems BPR is trying to address are client satisfaction, process implementation, operational and resource management. The purpose of this study is to know how process reengineering can lead to sustainability for outsourcing organization. Organization understands the importance of profit and having customer base, and must understand that it is important to design operation to ensure both factors are not affected. The key variables in the study are value creation, process ownership and customer focus connected to business process reengineering, while economic, environmental and social variables are connected to sustainability, these are explored in relation to each other and their connection to the problem. The theory utilized in the study are the triple bottom line and stakeholders’ theory was used in this study to provide the theoretical foundation to this study. A quantitative survey method was adopted for this study. The population of the study comprised of 850 employees and questionnaires was administered to a sample size of 272 employees using purposive and simple random sampling technique. Results showed there is a positive relationship between process reengineering and sustainability. The study is to push outsourcing organizations to review their system of operation to constantly overcome challenges and be productive in their operation. Therefore, there is need to constantly review, update, recommend and adjust the process of operation.