A plethora of BPR methodologies have appeared in the literature during recent years, however, most of them present serious limitations mainly due to the need for a multi‐disciplinary approach. In this paper we present an overview of existing work in the area of BPR with the aim of highlighting the different categories of BPR methodologies identified in the literature, their focus on the redesign process and the general BPR principles that emerge from them. We also present a BPR methodology called Agent Relationship Morphism Analysis (ARMA) that goes beyond the limitations of the existing BPR methodologies taking a holistic view of the organisation. In ARMA the modelling of the business environment is achieved with the use of three perspectives: the structural, behavioural and process. The use of these three perspectives provides insight to the relationship between organisational structure and organisational processes.

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Purpose -The purpose of this article is to address the measure selection problem and to propose the use of a multi-criteria approach to address the problem more effectively. The main objective of this research is to propose a methodology (not a new performance measurement framework) that will support existing measurement framework(s) during the process of performance measurement systems' design, implementation and use, and to advance the decision-making process. Design/methodology/approach -Conforming to the most favoured approach, the balanced scorecard is adopted to illustrate the proposed methodology. This paper briefly illustrates the application of the proposed methodology. This illustration is based on a real case study from a Greek financial institution, which has considered the proposed methodology in order to select appropriate measures. The paper begins with a brief literature review on the balanced scorecard, the theory of MCDM and smart technique. In section three the proposed methodology is presented and each of the stages involved. The paper then illustrates the proposed methodology. Findings -The greatest significance of the methodology suggested here is that it provides a structure to guide decision makers through the process of measure selection. Criteria must be identified and considered systematically, as must alternatives (i.e. measures). Originality/value -While the smart was chosen to select appropriate measures for the balanced scorecard, the basic approach used in formulating the problem serves also as a framework for the application of other multi-criteria approaches to this problem as well as to other performance measurement frameworks. Ultimately, better quality decisions will result; both as a consequence of the support provided by the multi-criteria tools and as a result of a structure that will help the decision makers to better understand the issues associated with the problem involved.

In the existing BPR methodologies there exists a big division in business analysis techniques due to the black and white approach used in most cases. In some of them, cost is the central issue, in others generic management or the successful use of IT. As a result business analysis techniques are directed towards this central issue ignoring any other means of analysis. Agent relationship morphism analysis (ARMA) is a BRP methodology that applies different analysis techniques from various disciplines in different perspectives. These techniques are influenced from organizational theories, IS development and existing work in BPR giving business analysis a more holistic approach. The main focus of business analysis in ARMA is the analysis of the business models with a view of developing solutions for the subsequent stage of redesign. The emphasis is on why the operations and processes of the organization are performed the way they are performed. The aim is to develop solutions that enhance the levels of efficiency and effectiveness in these operations and processes. The dimensions of improvement include service, quality, timeliness or cost.

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