approaches to process improvement

1. UNIT – 1
Challenges,
Critical Success Factors &
Critical Failure Factor in BPR
Course: MBA-II
Subject: EWIS

2. 1. Identifying Customer Needs & Performance Problems in the
current Processes
2. Reassessing the Strategic Goals of the Organization
3. Defining the opportunities for Re-engineering
4. Managing the BPR initiative
5. Controlling Risks
6. Maximizing the Benefits
7. Managing Organizational Changes
8. Implementing the re-engineered Processes

3. 1. Work Units change
 from functional departments to process teams
2. Jobs change
 from simple tasks to multi-dimensional work
3. People’s roles change
 from controlled to empowered
4. Job preparation changes
 from training to education
5. Measures of Performance & compensation change
 from activity to results
6. Criteria for career advancement change
 from performance to ability
7. Values change
 from protective to productive
8. Organizational Structures change
 from hierarchical to flat
9. Executives change
 from scorekeepers to leaders

4. 1. Clear Vision for Transformation
2. Top management commitment
3. Identification of Core Processes for BPR
4. Ambitious BPR team
5. Knowledge of Reengineering techniques
6. Engaging external consultants
7. Tolerance of “genuine failures"
8. Change Management

5. 1. Trying to Fix a process instead of Changing it
2. Lack of focus on Business-critical Processes
3. Lack of holistic approach
4. Willingness to settle for minor results
5. Quitting too early
6. Limiting the scope of BPR by existing constraints.
7. Dominance of existing corporate culture
8. Adopting bottom-up approach
9. Poor leadership
10. Trying to avoid making anyone unhappy
11. Dragging the BPR exercise too long.

6.  Legacy of British System
 Land Records created mainly for ‘Land Revenue’
 Based on ‘Presumptive Ownership’ of land parcels
 Managed by multiple departments
 Title
 Survey
 Registration
 Local Government
 Processes & services, mostly manual
 Citizens have to visit several offices & wait for months for title
changes

7.  BPR is about Radical Redesign of business processes
 BPR brings Efficiency, Effectiveness & Customer-friendliness
 BPR needs adoption of a structured methodology
 Top management commitment & Change Management are
critical to success

8.  Management and Information System by Laudan & Laudan, Pearson
Publications
 Concepts in Enterprise Resource Planning by Brand, Monk and Wagner –
Thomson Learning
 Information Systems Today, 2e by Leonard Jessup, Joseph Valacich, PHI
 The CRM Handbook by Jill Dyche