Business process re‐engineering can be a very effective tool for introducing cost‐effective changes into an organisation to the benefit of the organisation and its customers. The article reports on the introduction of “One Stop Shops” into a UK metropolitan local government organisation commenting on the success of the venture and the problems encountered in introducing a new competency based pay structure for front office staff.
EuroMed Journal of Business – Emerald Publishing
Published: Apr 1, 2006
Keywords: Business process re‐engineering; One stop shop; Competency‐based pay structure