Business process redesign at CompuNet - standardizing top-quality service through IT

CompuNet, founded in 1984 in Cologne, Germany, has been regarded as the leader in reselling, networking, maintaining and supporting personal computers in Germany. As a multi-vendor system integrator and maintenance company, CompuNet has recently managed several business process reengineering (BPR) efforts to proactively prepare itself for the competitive environment in fast developing system service market. The case provides background information on the company and its strategic positioning. The study focuses on two successful IT-based BPR initiatives that stress CompuNet's shift from a sales to service orientation, concluding with an in-depth case discussion and a brief outlook.