Bpr Case Studies
12
Business Process Re- engineering Case Studies
description
Business process reengineering
Transcript of Bpr Case Studies
Business Process Re-engineeringCase Studies
Slide 2 of12
Case Study: Leasing Company
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Case Study: Leasing Company
Credit checking
Pricing
Terms and conditions
Policy issuing
The old process
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Case Study: Leasing Company
Control Desk
Credit checking
PricingTerms and conditions
The ‘improved’ process
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Case Study: Leasing Company
Deal structure
Advisors
Request
Response
The re-engineered process
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Case study: Electricity Utility
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Case study: Electricity Utility
Advisors
Customer Service Representative
Request
Response
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Case study: Electricity Utility
The impact on IS
• New system capabilities- scripting of interactions- accessible product information- customer database and service history- access to field repair schedules- evaluation of customer requirements- diagnostic assistance- ability to invoke operational systems for
resolution
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Case study: Electricity Utility
The impact on People
• The new job functions
- single point of assistance for all customer concerns
- empowered to resolve customer issues
- problem-solving, not just question-answering
- continuity of customer relationships overtime
- after-market selling
- strong people orientation
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Banking & Finance• ATM• 24-hour banking• On-line loan applications• Automated accounts enquiry• CRM • E-banking
Case study: Other businesses
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Post Office• Multi-service counter vs Single-service counter• Courier services• One-stop centre (including stationery; gifts; etc.)• One-stop bills payment e.g. telephone; electricity bills• Driving license renewals
Case study: Other businesses
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Case study: Other businesses
Government• Smart card - multiple use• Machine readable passports• “Re-engineered” forms• Driving license renewals at post offices
• Electronic Government - paperless environment
