chapter 5&6 business process reengineering business process analysis and selection: tan, a....
TRANSCRIPT
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Chapter 5&6
Business Process ReengineeringBusiness Process Analysis and
Selection:Tan, A. (2007). Business Process Reengineering in
Asia: A Practical Approach, Pearson Education, Singapore.
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Objectives
To understand overview of BPR To understand the methodology that could be
used in performing BPR. To understand each of steps involved in
performing BPR.
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What is BPR
The radical redesign of business processes to achieve dramatic improvements in productivity and performance. Radical redesign means getting rid of existing
processes and procedures and inventing new ways.
Dramatic improvement means a quantum leap in performance.
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What Is BPR?
BPR means starting all over, from scratch i.e.“If I were recreating this company today given what I know & given current technology, whatwould it look like?”. BPR is about rethinking how work is done. Design of work must be based not on
- M.H. & J.Chierarchical management and thespecialization of labour but on end-to-endprocesses and the creation of value for thecustomer.
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What is BPR
BPR radically changes the work environment. Individual processes are combined to gain
efficiencies and productivity. Workers are allowed to make decisions on
the spot to eliminate process roadblocks. Reengineering focuses on cross-functional
processes fundamental to the business.
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What is BPR
Reengineering focuses on cross-functional processes fundamental to the business. For example: product or service development customer order processing and product delivery inventory optimization and distribution channel
management “just-in-time” purchasing, product manufacturing,
shipping and cash management
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What is BPR
Customer inquiry processing and resolution Global business and financial planning Human resources acquisition, development and
optimization
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• Cycle time reduction• Cost reduction• Quality improvement• Customer satisfaction
Expected Process Improvement Expected Process Improvement ResultsResults
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Business Process
es
People and Organizatio
n
Information and
Technology
Components of Process Engineering
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Traditional• Nominal improvement• Internal orientation• Focus on particular“problems”• Task/ functional optimization• Analysis by “experts”• Redesign by ‘outsiders”
BPR• Commitment to significantchange• Customer needs driven• Focus on key processes• Redesign entire processacross functional• Analysis by participants• Redesign by participants• Customer-based processmeasures
BPR Methodology Vs. Traditional
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Why Companies Reengineer?
• To reverse declines in market share/profits• To build closer relationships with customers/suppliers• To get products/services to market faster• To fight increasing competition
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•PRODUCTION•DISTRIBUTION/ LOGISTICS•CUSTOMER ORDERS•PROCUREMENT / MATERIAL MANAGEMENT•FINANICAL MANAGEMENT•MARKETING AND SALES•HUMAN RESOURCES•OTHER
Which Processes are being Reengineered ?(high to low percentages order)
•FINANCIAL MANAGEMENT•MARKETING AND SALES•CUSTOMER ORDERS•DISTRIBUTION/LOGISTICS•PRODUCTION•PROCUREMENT/MATERIALS MANAGEMENT•OTHER•HUMAN RESOURCES
Services CompaniesIndustrial Companies
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PURCHASE DEPT.
RECEIPTDEPT.
ACCOUNTSPAYABLEVENDOR
P.O.
P.O.
INVOICE
PAYMENT
G.R.N.
G.R.N – goods received note• 500 Head Count
• Accounts Payable To Match 14 ItemsBetween P.O., G.R.N. & Invoice
BPR Example – FORD MOTOR COMPANY – Before BPR
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DATABASE
User
Stores/User
Finance
VENDOR
P.O.
GOODS
PAYMENT
• Automatic matching of 3 items (part no.,Unit of measure, supplier code) between P.O. & G.R.N;
• Faster, simpler, more accurate & efficient process;• 75% reduction in head count• Invoice less processing
BPR Example – FORD MOTOR COMPANY – After BPR
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BPR Example– Ford Motor Company – Rules1. We pay when we issue GRN2. We pay when we receive goods3. We pay when we use goods
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• Critical Assessment of Processes• Select processes for Reengineering
What to Reengineer ?
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• Team Members – Represent entire scope of process, knowledgeable about it, willing to challenge, Team players, IT Participation• Team Leader – Take team members along, ensure project moves forward, resolve conflicting issues• Sponsor – Responsible for successfulimplementation of the project• Facilitator
Reengineering Study - Roles
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• Process has a definite start and end point
• E.g. From Prepare Purchase Requisition to Receive item or store the item or issue item or pay bills
• Should be neither too short or too long• Guideline – Include planning,
Supplier & Customer
Process ScopeProcess Scope
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Introduction
Process mapping
Process implementation
Detailed design
Processredesign
ProcessAnalysis & Selection
Change management
Information Technology Enablers
Figure 2.1: Business Process Analysis and Redesign
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Introduction
Process Mapping Each key process is mapped to understand it’s
role, relationship to other process and it’s dependency.
Process Analysis & Selection Each process is analyzed to understand the
strength and limitation. Any opportunity for improvement will be identified.
The selection is based on resource constraints.
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Customers 1. Request for loan
9. Enjoy facility
Branch 7. Open acct
8. Disburse loan
Loan mgt 6. Approve loan
Doc depart 3. Credit admin support
Loans dept 2. Assess customer’s financial need
4. Evaluate loan app5. Package banking prod
Process chart-loan app
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Introduction
Process Implementation Transform the organization from its present state
to the new process design.
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Process Mapping
Components: Process objective Process owner Starting/ending activity within a process Inputs Outputs Process measurements
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Process Mapping
Oval Ovals indicate the starting and ending point
Box Represent an activity in the process
Diamond A decision point
Circle A particular step is connected to another part of the process
Triangle In-process measurement occurs
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Types of business processes
Transactional process The organized chain of activities by which an initial input of
resources is converted into a pre-specified output. Example, product, service or processed information
Key objective: To impose standardization Standardization is important for transaction-oriented processes
as it helps to maintain the quality and consistency of the output. This process can be easily modeled and represented in an
agreed formalism as: A linked set of data structures Functions Workflows
Example: credit rating process
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Types of Business Processes
Analytical process A process where a desired output can be defined but a
precise method for achieving it is difficult to specify for the whole of the process
May view as ‘black box’ which are supported by information feeds from more formalized processes.
Example: making decision about acquiring a company. The business decision will be supported by information derived from due diligence activities and market analysis. It may involve the intellectual assessment by senior manager.
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Types of Business Processes
Business processes can be defined in three categories: Core process
Example: fulfilling customer orders, manufacturing, insurance processing and etc.
Support process Managing finances, purchasing and data processing
Management process Planning, organizing and overseeing the enterprise
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Process Analysis
The key process must be analyzed to determined the performance gap and opportunities for improvements.
Value-added analysis Involves identifying different types of activities within the
processes An activity adds value if it satisfy all three of the following
requirements:1. The customer is willing to pay for the activity2. The activity physically changes the product or service3. The activity is performed correctly the first time it is
undertaken
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Process Analysis
Control activities Required for risk control but not necessarily for
customer. Example: auditing, approving and reviewing
Non-value added activities Activities that do not add value to the final output. Examples: storing, moving and filing document.
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Process Analysis
In business, any additional activities will incur extra cost.
It is important to eliminate non-value added activities and control activities whenever possible.
This is to improve the process performance.
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Process Analysis
Value Time and Elapsed Time Analysis To examine the overall time spent (elapsed time) vs the
time that is value adding from the customer’s perspective (value time)
Value Time (VT) – time required for actual work effort Elapsed Time (ET) – total time to complete process
including waiting time Compute the ration of VT/ET – indicate the process
efficiency The lower the ratio-the higher potential for reengineering
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Process Analysis
Example: A patient visiting a clinic and she will most likely spend
about 10 minutes with the doctor while the rest of the time (let say 3 hours) were spent queuing up, medical test and etc.
The ratio: VT/ET = 10 min/ (3 x60)min
= 0.05 (very low) Conclusion???
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Process Analysis
Quality Analysis Involves understanding how the processes are
satisfying the customers Some of the questions:
Does process meet conformance standard? What is the reliability of process? What is the competence of staff? How does customer response to the service
provided?
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Process Analysis
Customer requirements1. Determine who is the customer and the segment
Customer needs may differ: Emphasis on different elements of services/products Requirements or preferences of the services/products Degree of flexibility, customization and responsiveness Acceptable minimum quality standard Time of completion / delivery of the products and services The quantity of products required The location of services to be performed or delivery of the
products
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Process Analysis The differences have caused:
Staff with different skills and knowledge The familiarity of staff with specific customers and their
needs and, the initiative required of staff The ability to handle variable of work loads, load balancing
and resource scheduling. Performing certain tasks or measures Selecting different quality vs productivity for different
customer segment. Contribution for each segment to total profitability should
be determined. This will help to determine the resources needed.
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Process Analysis
Highly Profitable customers
Marginally ProfitableCustomers
Non Profitable Customers
Process Personalize
Electronic
Figure 2.2: Segmenting customers for different processes and experience
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Process Analysis
2. Understand the importance of customer needs for each segment
Methods that can be used to elicit customer’s needs: Questionnaires and surveys Customer complaint analysis Focus group interviews Individual interviews
Face-to-face Telephone Contextual inquiry
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Process Selection
A few criteria to consider: Importance
Does process have strategic relevance? Performance
Does process have the following performance deficiencies? Extensive information exchange Data redundancies Customer complaints Extensive hand-offs Long queuing time Extensive checking and control Rework and iteration Complexity, exception and special cases
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Process Selection
3. Feasibility Is the process feasible for change?
Scope and scale manageable Affordable Enabler technologies Support from management Cultural Politically doable
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Process Selection
4. Potential for new technology Can new technology be introduced to improve the process?
Shared database Expert system Telecommunication network Wireless data communication and portable computers Etc
The scope of reengineering project should based on organization’s capability and resources.
This includes costs, people and skills and time.
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Organize the Team
After the process has been selected and the boundaries has been established, the next step is to organized the BPR team.
The team should consist of a good representation of people who work inside the boundaries and have knowledge about it.
Team size of 5-7 people should be effectively
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Organize the Team
Among the responsibilities of the team leader: Planning and scheduling Have common understanding with the
management Arrange for the resources and fund Communication Problem solving
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Summary 3 main types of processes:
Management process Primary process Supporting process
Process analysis can be performed via the techniques below: Value added analysis Value time and elapsed time Quality analysis Customer requirement
After selecting the process, the core team will be organized Select team leader Select team member from multiple functional department Involve the customer or supplier.