مساهمة نظم المعلومات الحديثة في إعادة الهندسة بالمؤسسة الاقتصادية الجزائرية ــ دراسة حالة مؤسسة اتصالات الجزائر ــ

Abstract

This research deals with the problem of Business Process Re-engineering (BPR) and information systems in an economic institution in order to improve its competitive position. Therefore, our research is based on the case-study method in which the variables are studied in their real settings. The Algerian Telecom Corporation (ATC) has been carefully chosen due to the importance of its field of activity to other sectors as ATC is the only supplier of the internet services -ADSL- in the Algerian market. The aim of this study is to design an integrated re-engineering system in which the project's steps and the contribution of modern information systems in the research institution are proposed through three dimensions: the creative dimension (achieving innovative ideas in the new processes), the organizational dimension (achieving the most flexible new regulations) and the collaborative dimension (Customer collaboration to improve processes). It has been shown that relying on the development of information systems alone is not sufficient to achieve the desired jumps in the competitiveness of any organization. The redesign of the processes associated with the introduction of modern systems is necessary to achieve advanced improvements that would Raise competitiveness. The study concluded that the most difficult scenario that The Algerian Telecom Corporation (ATC) can face is to operate in full competition. This is a powerful incentive for radical change now through re-engineering (The process of handling faults). Through this process, the research provided strong evidence of the efficiency and the re-engineering approach in reducing the time taken in operations and cost as well as improving customer satisfaction (quality of processes and services).