Objectives:

•Present an overview on the concept of Process Management and Process Reengineering

•Analyse existing workflow to be able to align current resources and capabilities to achieve optimum process performance

Definition of Terms:

Business Process Management is the process of aligning the resources of the organization to improve business process performance. Business Process Reengineering (BPR) is the analysis and redesign of workflow within and between enterprises. It shifts the focus from operational improvement to operational innovation. Cross Functional Groups – Individuals with different functional expertise working toward a common goal.

1. Organize around outcomes, not tasks.

Basic Business Process Reengineering Principles:

CUSTOMER SATISFACTION

(OUTCOME)

OPERATIONS

•COMPLETION OF PROCESS

HR

•DELIVER MANPOWER

REQUIREMENT

SALES

•CLOSE A SALE; HIT QUOTA

QUALITY

•PVR, SCHEDULES

SHARED SERVICES/IT

•COMPLETION OF DELIVERY

FINANCE

•SEND & COLLECT BILLINGS

OUTWARD FLOW DIAGRAM Focus on TASKS instead of Outcomes

2. Identify all the processes in an organization and prioritise them in order of redesign

urgency.

3. Integrate information processing work into the real work that produces the

information.

4. Treat geographically dispersed resources as though they were centralized.

5. Link parallel activities in the workflow instead of just integrating their results.

6. Put the decision point where the work is performed, and build

control into the process.

7. Capture information once and at the source.

Basic Business Process Reengineering Principles:

CLIENT SATISFACTION

CORE PROCESSES

SALES IMPLEMENTATION FINANCIAL SERVICES

DISPATCH BILLING/COLLECTION

PLANNING

CLIENT REQUIREMENT

•SUPPORT

•PROCESS

IMPROVEMENT

•EXTERNAL

MARKET DEMAND

PLANNING CORE

PROCESSES

PRODUCT DEVELOPMENT

SALES

SERVICE DELIVERY

BILLING & COLLECTION

CLIENT

SATISFACTION

CROSS FUNCTIONAL TEAM

SUPPLIER INPUT PROCESS OUTPUT CLIENT

MARKETING market research

PRODUCT DEVELOPMENT

NEW PRODUCT / SERVICES

SALES

IT latest technology trend

capabilities of existing system

FINANCE financial data

analysis of ROI

PROCUREMENT costing of required resources

OPERATIONS client feedback - additional service

requirements

QUALITY evaluation results

identified system & process improvements

HR manpower / skills requirement Subject Matter

Experts Expertise

PRODUCT DEVELOPMENT

SALES SERVICE

DELIVERY BILLING &

COLLECTION

PRODUCT (BREAKTHROUGH,

EXTENSIONS, IMPROVEMENTS)

QUALITY

COST

INNOVATIVENESS AVAILABILITY

ENVIRONMENT PERFORMANCE

•WIDE VARIETIES

•PRODUCTION &

DELIVERY LEAD TIME

•CONSUMPTION OF

RESOURCES

•COST OF OWNERSHIP

•COST TO CUSTOMERS

•ADVANCED FEATURES

•SERVICE

PERFORMANCE

•QUALITY & SERVICE

COST

•DEFECT RATES

PLANNING CONCEPT

DEVELOPMENT

SYSTEM LEVEL

DESIGN

DETAILED DESIGN

TESTING / REFINEMENT

PRODUCTION / SERVICE

DELIVERY RAMP UP

PRODUCT DEVELOPMENT SALES SERVICE

DELIVERY BILLING &

COLLECTION

SUPPLIER INPUT PROCESS OUTPUT CLIENT

MARKETING market strategy map

SALES

service offering / inclusions

Sales Group identified target market service design pricing scheme

competitor's price

SALES

document requirements - proposals / quotation, service agreements, job order

new clients

Service Delivery Group demo / presentation service renewals

prospects existing clients pricing scheme

OPERATIONS client inquiries

new products/ services, renewals, product

modifications

Sales, Development "Group"

capacity plan identified resource

requirement Sales, HR, IT, Shared

Services

SHARED SERVICES logistics resources Sales

supplies

FINANCE direct / indirect cost pricing scheme Sales

billing - charges billing / invoice Client

HR manpower

skilled and motivated manpower

All Groups training hr initiatives / programs

PRODUCT DEVELOPMENT

SALES SERVICE

DELIVERY BILLING &

COLLECTION

SUPPLIER INPUT PROCESS OUTPUT CLIENT

SALES signed job order

SERVICE DELIVERY

(from implementation to

client feedback)

processed data Implementation,

Operations service agreement

service level agreement

MKTG Monitor product performance Product assessment Product Devt. Team

IMPLEMENTATION data set-up

approved process flow Operations clearbook

OPERATIONS

client inquiries / requests / feedback new products / services,

renewals, product modifications

Sales, Development "Group"

service support / follow through high client satisfaction level Client

capacity plan identified resource

requirement Sales, HR, IT, Shared

Services

QUALITY GROUP quality policies

quality product / service Implementation,

Operations, Other Groups

quality controls Client

SHARED SERVICES logistics

resources Clients, Prospects

supplies All Groups

IT reliable infrastructure & system

application performance efficiency All Groups

technical support All Groups

FINANCE billing – charges; resources Collection; mobility Client; All groups

HR manpower

skilled and motivated manpower

All Groups performance management

high performance levels hr initiatives / programs

SERVICE DELIVERY

SERVICE LEVEL

AGREEMENT

IMPLEMENTATION

PROCESS MANAGEMENT

INFRASTRUCTURE

QUALITY MANAGEMENT

SUPPORT

PERFORMANCE MANAGEMENT

CLIENT RELATIONSHIP MANAGEMENT

PRODUCT DEVELOPMENT

SALES SERVICE DELIVERY BILLING &

COLLECTION

SUPPLIER INPUT PROCESS OUTPUT CLIENT

SALES

signed job order

BILLING & COLLECTION

billing Finance pricing scheme

service level agreement

OPERATIONS transaction count / details

billing Finance additional costs

SHARED SERVICES logistics billing Finance, Clients

FINANCE billing - charges receivables Client

collected payments funds availability Finance