Systèmes d'Information et Management


If we try to better satisfy customers in health field, with faster services and better quality, it appears necessary to introduce change in the operational functioning of hospitals. The BPR, as a way of reconfiguring processes, seems to be a tool that may be used in conducting such a change: That is what the work, presented in this paper, tries to verify. This paper describes a case study implementing a BPR approach in the emergency service of Farhat Hached Hospital in Sousse. The analysis of this case allows confirming a positive contribution of the reconfiguration of the processes for the different concerned actors (patients, doctors and paramedical personnel).