Abstract:  The business process reengineering issue for a forwarder is studied in this paper. Traditionally, a customer order is processed with the outofdate way by just one person from the beginning to the end through the whole business process, leading to low productivity and low service quality. A number of industrial engineering (IE) technologies are used to analyze this process. Based on the analysis, the business process is reengineered. The new process is divided into two parts: the front and back ends. In the former, it provides customized service. In the latter, the business process is standardized, and tasks are clearly identified and described. Then, work study is conducted to eliminate redundancy tasks. To support the operation of the new process, the management information system is updated. As a result, both work efficiency and customer satisfaction are significantly improved.

Key words: industrial engineering (IE), forwarders, process reengineering