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Business
Business
Process
Process
Reingineering
Orientation
Six
FO BPO TQM BPI BPR
Sigma
Business
Functional Total Quality Process
Specialization Management Improvement
Business Process Management
3
After Second World War: USA versus Japan and Europe
4
William Deming
Adam Smith John Byrne,
Henry Ford Kaoru Ishikawa
Frederick Taylor Massaaki Imai
Products Services
The Forum Corporation reports that customers are five times more
likely to switch to another supplier because of poor service than
because of poor product quality or price issues. Customers will pay up
to 30 percent more for an average product if they receive outstanding
service from the organization. Throughout the 1980s, most companies
focused their major efforts on correcting and improving their production
processes. But then management realized that it had been working on
the wrong part of the business. The production process for an average
product accounts for less than 10 percent of the product value, and the
service industry that provides most of our jobs is 100 percent business
processes. For years we have focused our efforts on measuring,
controlling, certifying, and correcting our production processes. As a
result, business processes became the major cost factor in our
companies.
Functional view and problems
20
Iceberg typically only show about 10 percents of their mass above the water.
BPM is often like an iceberg – people and organizations only see what is
above the water. The interesting observation is that what appears above the
surface depends upon the viewer’s perception. For example a vendor sees
technology above the surface, a business analyst sees the processes, HR
sees change management, IT sees the technology implementation, business
management sees short-term gains (quick wins), cost reduction and simple
measures of improvement and the project manager sees short-term
completion of project tasks and the deliverables of the project.
The reality needs not only to be addressed but also made visible to the
organization. A ship could cruise very close to an iceberg on one side and not
hit anything, and yet do the same on the other side and sink. The visibility of
issues and activities is an important part of addresing them.
Approaches within BPM: from product management to
service management
29
Business
Business
Process
Process
Reingineering
Orientation
Six
FO BPO TQM BPI BPR
Sigma
Business
Functional Total Quality Process
Specialization Management Improvement
30
BPI vs BPM
A business revolution (1993)
31
“Reengineering is the
fundamental rethinking and
radical redesign of business
processes to achieve dramatic
improvements in critical,
contemporary measures of
performance such as cost,
quality, service, and speed.”
"In this journey we'll carry our wounded and shoot the
dissenters.... I want to purge from the business
vocabulary: CEO, manager, worker, job." Forbes
ASAP, Sept. 13, 1993
"It's basically taking an axe and a machine gun to your
existing organization." Computerworld,Jan. 24, 1994
"What you do with the existing structure is nuke it!" Site
Selection, February 1993
"Reengineering must be initiated . . . by someone who
has . . . enough status to break legs." Planning Review,
May/June 1993
Key Words
34
Dramatic
Reengineering should be brought in “when a need exits for heavy blasting.”
Companies in deep trouble.
Companies that see trouble coming.
Companies that are in peak condition.
Business Process
a collection of activities that takes one or more kinds of inputs and creates an
output that is of value to a customer.
Customer demand
35
Customers
Demanding
Sophistication
Changing Needs
Competition
Local
Global
Change
Technology
Customer Preferences
BPR is Not?
37
41
AS-IS and TO-BE models
42
Possible problems:
.
Securing or coordinating participation, and dealing
with “mystery areas”;
Applying a process orientation when it is not
appropriate, and vice versa;
Facilitation or modeling issues arising during the
session;
The role of systems in a process model;
Disagreements and multiple process versions.
As-Is model analysis – not only improve
45
One way to look at this is that we’re starting with conceptual process
design—we will identify the main concepts and characteristics of the new
process, and only then do we perform detailed process design by
specifying the workflow.
Techniques to build TO-BE process model
47
Brainstorming.
Find the bottlenecks.
Find the redundant activities.
Find the activities that can be performed
simultaneously
Find the non value added activities and try to reduce
the number.
Sometimes it is important to expand the set of
activities in order to reduce the time of service.
Sometimes it is impossible to reduce time and cost
expenses at the same time.
Routing of tasks
48
Routing of tasks (continued)
49
Sequentional
Parallel
Routing of tasks (continued)
50
Conditional
Iterative
As-Is process model example – What’s wrong here?
51
As-Is process: anxious customers
52
Restaurant
• Grew into a chain of
Food
items Food 30 independent
items
Food
items
restaurants with their
Restaurant own kitchens
Problems:
-In 40% of the deliveries,
food items arrive late.
Restaurant
-In 20% of the deliveries,
Restaurant
food items go to wrong
Restaurant
Food
items Food
restaurants.
Food
items
-60% of the orders for food
items
Restaurant
items are only partially fulfilled.
Central
kitchen
Goal:
Bring all the percentages
above down to 5%.
Diagram 1
Issue FIRF 1
(Kitchen’s Assistant
Restaurant -Food items
manager) -FIRF1 manager
manager
-Food items
Check FIRF 2
Chef (Assistant
-FIRF2 manager) FIRF1s
-FIRF1
-FIRF2
Completed
orders
Schedule 3
-FIRF2 production
FIRF2s -Completed
(Chef)
order details
-Food items
Check FIRF 2
Chef (Assistant
-FIRF2 manager) FIRF1s
-FIRF1
-FIRF2
Completed
orders
Schedule 3
-FIRF2 production
FIRF2s -Completed
(Chef)
order details
-Food items
Check FIRF 2
Chef (Assistant
-FIRF2 manager) FIRF1s
-FIRF1
-FIRF2
Completed
orders
Schedule 3
-FIRF2 production
FIRF2s -Completed
(Chef)
order details
-Food items
Check FIRF 2
Chef (Assistant
-FIRF2 manager) FIRF1s
-FIRF1
-FIRF2
Completed
orders
Schedule 3
-FIRF2 production
FIRF2s -Completed
(Chef)
order details
-Food items
Check FIRF 2
Chef (Assistant
-FIRF2 manager) FIRF1s
-FIRF1
-FIRF2
Completed
orders
Schedule 3
-FIRF2 production
FIRF2s -Completed
(Chef)
order details
Restaurant 1
manager Coordinate food
production
(Chef)
-FIR
-Food items -FIR
completion
status
Food items
-FIRs to be
requests
delivered
-Delivery 2
details
Make delivery
-FIR delivery (Delivery team)
status
Restaurant PC connected to
manager the Internet
through a Web Web server
browser running a
restaurant
management
system
Internet
-Food -Food
items items
-FIR
-FIR
-FIRs to be completion
delivered status
Chef
-FIR delivery
status
Requested
food items
Kitchen
staff
Delivery
team
Final slide
Examining scenarios – WHAT-IF table
69
KPIs
TO-BE MODEL
70