Business Process Re-engineering for Competitive Advantage Training Course

Introduction and Overview

Understanding the fundamentals of business process re-engineering (BPR)

• Enhancing competitive advantage through radical redesign
• The rationale for re-engineering
• Distinguishing between what re-engineering is and is not
• Focusing on the core business process
• Achieving goals related to cost reduction and revenue growth

Utilizing the proven CLAMBRE/UML framework for re-engineering

• Modelling standards: UML and BPMN
• Differentiating between customers and stakeholders
• Identifying activities and information structures
• Encouraging creative, right-brain thinking

Focusing on the Customer

Examining the customer interface

• Expanding customer roles through aggregation
• Refining customer types via generalisation
• Creating an accurate customer profile

Documenting customer values and requirements

• Distinguishing between service provision and product supply
• Evaluating customer satisfaction across quality, flexibility, speed, cost, and service
• Categorizing customer relationships using the PRIDE checklist
• Assessing how well the business process addresses customer needs

Modelling the Business Process

Identifying processes for re-engineering

• Uncovering core business processes
• Selecting appropriate metrics to evaluate process performance
• Detecting business process antipatterns
• Presenting insights to senior management

Defining worker roles and responsibilities

• Identifying role anomalies using cross-reference matrices
• Mapping business processes with UML activity diagrams
• Distributing activities across different roles

Analysing the Business Process

Detailing business processes

• Selecting the appropriate UML tools
• Defining process scope with UML use case diagrams
• Identifying key business actors
• Modelling alternative workflows
• Identifying ineffective business activities

Exploring the business structure

• Reviewing the organizational infrastructure
• Mapping information using class diagrams
• Applying UML business stereotypes
• Defining process architecture with communication diagrams
• Eliminating restrictive structures

Redesigning the Business Process

Maximizing the benefits of information technology

• Leveraging web-enabled technology
• Facilitating interaction through social spaces
• Designing future-proof business systems
• Implementing business intelligence solutions
• Integrating Enterprise Information Systems

Redefining customer-process boundaries

• Tailoring the business process to benefit specific customer types
• Integrating and leveraging technology opportunities
• Personalizing the process
• Meeting and exceeding customer expectations

Creating the new process using the best business practice

• Incorporating business patterns
• Resolving process anomalies
• Comparing strategic alternatives
• Ensuring durable and reliable information management

Implementing the Re-engineered Process

• Re-training the workforce
• Linking metrics with customer satisfaction
• Supporting continuous process improvement
• Monitoring and measuring outcomes
• Demonstrating success