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Customer Focus as a Critical Success Factors for Business Process Re-engineering to Achieve Academic Performance. A Case of Higher Education Institutions in Kinshasa, Democratic Republic of Congo (DRC)

Author

Listed:
  • Jean Bosco Mukolo

    (Department of Graduate Business Studies, School of Business & Economics, The Catholic University of Eastern Africa)

  • Dr. Susan Wasike

    (Department of Graduate Business Studies, School of Business & Economics, The Catholic University of Eastern Africa)

  • Rev. Dr. Paul Mathenge

    (Department of Graduate Business Studies, School of Business & Economics, The Catholic University of Eastern Africa)

Abstract

In this study, the authors are proposing an innovative business process re-engineering improvement strategy by adopting, adapting and focusing on customers (students as the primary customers of higher education) concept to improve their quality of education and achieve academic performance. The research aims to investigate the influence of customer focus (student) variables on academic performance. Customer focus is one of the components of BPR and administrative process at higher education. The study uses BPR as Business strategic management approach to be applied in educational sector to enhance performance. The findings reveal a complex interplay of factors influencing academic performance within higher education institutions in Kinshasa, DRC. While certain aspects, such as orientation processes and the Ministry of Education’s selection process, were positively regarded, there is room for improvement in other areas, particularly in considering academic performance during admission and addressing non-academic factors that can ameliorate students’ performance. The findings can inform various stakeholders to design policies that enhance academic performance by adopting a more customer focus (student oriented) approach, while also addressing socio-economic issues and other non-academic factors preventing students’ performance.

Suggested Citation

  • Jean Bosco Mukolo & Dr. Susan Wasike & Rev. Dr. Paul Mathenge, 2024. "Customer Focus as a Critical Success Factors for Business Process Re-engineering to Achieve Academic Performance. A Case of Higher Education Institutions in Kinshasa, Democratic Republic of Congo (DRC," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 8(6), pages 2182-2196, June.
    • Handle: RePEc:bcp:journl:v:8:y:2024:i:6:p:2182-2196
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    References listed on IDEAS

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    1. repec:rfa:bmsjnl:v:5:y:2019:i:3:p:1-10 is not listed on IDEAS
    2. Tom Herdt & Kristof Titeca, 2016. "Governance with Empty Pockets: The Education Sector in the Democratic Republic of Congo," Development and Change, International Institute of Social Studies, vol. 47(3), pages 472-494, May.
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