Rinaldi, Marta; Montanari, Roberto; Bottani, Eleonora - In: Business Process Management Journal 21 (2015) 2, pp. 419-462
Purpose – The purpose of this paper is to propose a business process reengineering (BPR) approach to a public administration of Italy, to first assess the efficiency of the administration, then to redesign its internal processes, to improve the current performance. Design/methodology/approach...