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Total Quality

Management

TQM

Business Process Reengineering

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Re-engineering the organization?

When a major business process requires radicalreassessment, perhaps through the introduction

of new technology, discontinuous methods of

business process re-engineering or redesign

(BPR) are appropriate.

Drives for process change include information

technology (IT), political, financial, cultural and

competitive aspects. These often require achange of thinking about the ways processes

are and could be operated.

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Re-engineering the organization?

IT often creates opportunities forbreakthrough performance but BPR is

needed to deliver it.

Successful practitioners of BPR havemade striking improvements in customer

satisfaction and productivity in short

periods of time.

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What is BPR and what does it

do? There are many definitions of BPR but the

basic elements involve a fundamental

rethink and radical redesign of a businessprocess, its structure and associated

management systems to deliver step

improvements in performance.

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What is BPR and what does it

do? BPR and quality management are

complementary under the umbrella of

process managementthe continuousand discontinuous improvements living

side by side (radical vs incremental). Both

require the involvement of customers andsuppliers and their future requirements.

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What is BPR and what does it

do? BPR challenges managers to rethink their

traditional methods of doing work and to

commit to customer-focused processes.This breaks down, organizational barriers

and encourages cross-functional teams.

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Processes for redesign

Much larger savings and head countreductions (losses, wastages, etc.)are

possible through properly applied BPR

than simply automating existing

processes.

The larger the scope of the process the

greater the further reaching the

consequences of the redesign.

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Processes for redesign

A thorough understanding of the currentprocess is needed before embarking on a

re-engineering project.

Documentation of processes throughmapping and flowcharting allows

interrelationships to be clarified.

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Processes for redesign

Focusing on results rather than activities*can make the difference between success

and failure in BPR and other change

projects, but the measures used arecritical. *result oriented activities

Benchmarkingis a powerful tool for BPR

and often the trigger for many projects.

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The redesign process

BPR has a top-down approach and needs an objectiveoverview of the process to be redesigned to drive the

project.

Typically a BPR project will have seven phases:

1. discoveridentifying the problem or unacceptable

outcome;

2. establish redesign team;

3. analyze and document processes;

4. innovate and rebuild;

5. reorganize and retrain;

6. measure performance;

7. continuous redesign and improvement.

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The redesign process

Assumption busting is a useful eight-stepBPR method which aims to identify and

challenge the rules and assumptions that

govern and underlie the way business is

done.

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The redesign process A team is formed to:

1. identify the core value to be delivered to customer and

stakeholders;

2. map the process at high level;

3. select problems to resolve and collect performance data;

4. brainstorm and test the rules;

5. rigorously review each rule to uncover underlying

assumptions;

6. identify modified assumptions and process rules;

7. identify impact and construct a new set of processprinciples;

8. develop revised process and test validity.

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BPRthe people and the leaders For an organization to focus and its core

processes requires an understanding of its

core competencies, and the channeling of

these into outcomes that deliver strategic

competitive advantage.

BPR has profound impacts on employees

from the top to the bottom of an

organization.

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BPRthe people and the leaders In order to be successful significant

changes in organization design and

enterprise culture are also often required.

This requires commitment from the

leaders to undertake these changes.

Quality management ideals and concepts

provide a perfect platform for BPR projects

and the creation of a learningorganization capable of adapting to a

radically changing environment.

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lets make a cup of tea!

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