Appendix

Sample of Interview Questions

1. What are your responsibilities? How long have you been in the current position?
2. When, how, and from whom did you first hear about the reengineering effort? What was your impression? How have your impressions changed?
3. Which reengineering projects have you been impacted by? What is their status? What phases and milestones have been completed? What phases and milestones are yet to be completed? What are the timeframes for phases and milestones?
4. What were the operational performance objectives for the project(s)?
5. Describe the major events and milestones of the reengineering project?
6. Who participated and in what capacity in different phases of the project?
7. What has been changed in the business processes so far?
8. To what extent have the performance objectives been achieved?
9. What type of organizational changes have occurred? What type of human resources changes have taken place?
10. How were the impacted employees involved during the project?
11. How was the progress of the project communicated to various affected or interested parties?
12. What have been the critical success factors for the project?
13. What have been the biggest barriers and challenges so far? What will they be in the future?
14. What have been the main lessons to you from your involvement in reengineering at CIGNA ?