Purpose - The purpose of this case study is to create a competitive operating management system to improve efficiency and quality performance in a mid-sized electronic manufacturing company. Research has been carried out in a case study manner with the objective of increasing the economic value of the case company by streamlining its processes to create a more customer-focused organisation and thereby more value for the customer. Design/methodology/approach – The action research method is used in this study to define the most critical development areas in a business process redesign and increase customer closeness and perceived quality by the customer. A qualitative research method with interviews and workshops has been created and utilised to collect data through in-depth expert interviews. The case also applies some features of the constructive research method and weak and strong market tests. Findings – Customer closeness and added value creation were key development areas of the implemented BPR actions. Practical implications - Business process reengineering (BPR) has been implemented and processes have been renewed and implemented into practice. Originality/value - This paper presents a BPR method which complements the existing BPR theory.
