In business settings, we cannot administrate controlled experiments. We can only hope to observe businesses in action and ask them questions about how what they do and how they do it. We consider survey research a useful tool, but only after patterns have been established via rich data collection methodologies like case studies. From a theoretical perspective, our study contradicts the popular views that business redesign drives IT redesign or IT redesign drives business redesign. Information is part of the business process.
Information helps make the business process work more effectively.
Whether an organization builds a product or provides a service, information enables people to communicate effectively across the process path. Quality information also helps managers make more timely and accurate decisions. To ensure delivery of quality information, information systems development should be synchronized to the business processes it supports and flexible enough to accommodate changes. Barnett devised a clever way to help align BPR with IT redesign. The Technology Department was populated with experienced bank managers to help align existing and future systems development with business objectives, business process changes, and customer value propositions.