The Randall Company is a mid-sized trucking and distribution business that has been experiencing problems with its sales entry and customer support system. The system uses rather old technology, plus it incorporates a number of complex procedures that are cumbersome for the users to complete.

Management has been aware of the need for this system renovation for some time, and has finally committed to investigate a new system. The IS department head has designated Jenny Mills as project manager for the project.

After several conversations with the key managers and users in the sales and support department, Jenny feels some concern about the direction of the project. On the one hand, she has heard numerous strong user complaints that the system should “just be thrown out!”, suggesting a BPR type of project. On the other hand, the managers have repeatedly expressed concern about getting the new system developed quickly without too much expense. Jenny has also been told by management not to “shake things up too much.” In short, management seems to be taking a very cautious approach to this project.

Jenny’s own opinion is that this situation is crying out for a BPR project. The system is antiquated and awkward, and a fresh approach with up-to-date technology could really transform the business. Do you think Jenny should move ahead with her analysis planning using a BPR strategy? Develop a persuasive argument to support your position.