Business reengineering at CIGNA Corporation: experiences and lessons learned from the first five years. (CIGNA Corp.)

MIS Quarterly, September, 1994 by Caron, J. Raymond; Jarvenpaa, Sirkka L.; Stoddard, Donna B.

Business reengineering is surrounded with uncertainty and confusion in terms of what it is and when it succeeds. A study of CIGNA Corp. showed that reengineering can prove to be beneficial. However, reengineering is a complex and difficult strategy of change, which may only be mastered through time. Organizations should develop learning capabilities beforehand and draw lessons from failures and successes while being tenacious and overcoming difficult odds.

Keywords: Business reengineering, business process redesign, radical change, longitudinal case study, insurance industry, strategic alignment, organizational learning, and knowledge transfer

ISRL Categories: BA0214, AF10, A10102, EF0201

Introduction

Despite the wholesale enthusiasm surrounding...