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Business Process Reengineering
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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