What on earth is it?
Easy!
Business process reengineering (BPR) involves radical and fundamental changes in the way processes in organisations are designed.
A focus on the needs of the customer, and customer satisfaction, are key to BPR.
BPR aims to improve key performance measures such as reducing costs, improving quality, service delivery and customer satisfaction
So keep the customer happy, satisfy their needs, by changing how you work fundamentally!
Hope it helps
Richard