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There has been a lack of empirical research related to the role of IT in process improvement in a multidimensional way. The purpose of this paper is to investigate the extent that IT could be used (from low tech to high tech and constraint to proactive), type of process re-engineering projects employed (compromise to radical) and their effect on firm performance. The firm performance was defined as market share, customer relationships Management, IT impact, and efficiency (as multifaceted such as lowering the cost, lowering the process variability, and lead time). Data from 108 small-to-medium sized organizations both in service and in manufacturing were collected for this paper.
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