AgendaWhat is ProcessFunctional View of OrganisationProblemsBusiness process analysisBusiness Process MappingBusiness Process ReengineeringCase Studies
Process View
A process consists of the following:
• Roles and responsibilities of the people (roles) assigned to do the work
• Appropriate tools and equipment to support individuals in doing their jobs
• Procedures and methods defining “how” to do the tasks and relationships between the task
Definition :
A systematic series of activities directed to some end
Process Diagram
PROCESSINPUTS OUTPUTS
FACTORSPEOPLE, TECHNOLOGY, INFRASTRUCTURE
Activities + Process Owner
Business Process Definition Business processes are sequences and
combinations of business activities. They break into external customer facing processes, that deliver products and services of value, management, and support processes. Management processes control and coordinate these activities and ensure that business objectives are delivered.
Support processes, as the name implies, provide infrastructural and other assistance to business processes. Business Processes can be further differentiated into knowledge-based( Research Based/Product development) and operational processes (Core Process)
R/3
FIFinancialAccounting
COControlling
PSProjectSystem
WFWorkflow
ISIndustrySolutions
MMMaterials Mgmt.
HRHumanResources
SDSales and Distribution
PPProductionPlanning
QMQualityMgmt.
PMPlant Maintenance
SMServiceMgmt.
Client / ServerIntegrated BusinessSolution
ECEnterpriseControlling
AMFixed AssetsMgmt.
Functional View of Organisational Structure
Example Case :
WoodLand Organisational Structure
WoodLand company Functional divisions and process flow
Problems of Functional Divisions BPR approach identifies many problems and constraints
that are common to the Functional View of organizations:fragmented processes, duplicated effort, unnecessary tracking rework,manual and paper intensive processes, inadequate software and systems training,lack of systems integration (barriers to information
sharing and maintenance),inaccurate and untimely information
Varieties of Processes“As-is”
• Defines how you are doing business today
• Provides a baseline for future improvement efforts
“To-be”
• Defines future (e.g. new and improved) process with a desired end-state
Benefits of defining your processes and procedures:
• Provides visibility into areas of quality, productivity, cost and schedule
• Improves communication and understanding
• Aids in the planning & execution of plans
• Provides the ability to capture Lessons Learned
• Helps facilitate the analysis/execution of organization-wide processes
• Provides basis for training & skills assessment
Functional Division Example Materials Management Department
MaterialsManagement(MM)
LogisticsInvoiceVerification
MaterialMaster
PhysicalInventory
Valuation
MRP
ServiceEntrySheet
ServiceMaster
ProductCatalogPurchasing
InventoryMgmt.
ForeignTrade/Customs
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Example of Process : Procurement Process (Procure-to-Pay)
Purchase Requisition
Paymentto Vendor
Notify Vendor
VendorShipment
InvoiceReceipt Goods
Receipt
Purchase Order
3-WayMatch
Sales andDistribution(SD)
SalesSupport
Sales
CreditMgmt.
ShippingTransport
Billing
ForeignTrade
SalesInformationSystem
MasterData
FUNCTIONAL DIVISIONS SALES AND DISTRIBUTION
Process Orientation of Business Process Orientation is a new paradigm for the organization
of a business. Instead of the traditional inward-bound functional orientation, which divides the company into functions like sales, production, procurement, and product development, process orientation organizes companies around their processes.
The basic idea is, to have everybody in the company in a systematic way better and directly serve the customer, who is at the receiving end of business processes.
Process thinking and managing is at the heart of Business Reengineering. Members of the organization are no longer looking upward into the hierarchy, but ahead to the customers, who ultimately drive the organization.
Business Reengineering aims at fundamental or frame-breaking change. A reengineering exercise challenges the existing framework, questions attitudes and behaviors, and might suggest the introduction of new Information Technology. In practice though, simplification and reengineering can overlap and together form the process orientation of an organization (Coulson-Thomas, 1994).
What is Business Process Analysis??
What is Business Process mapping??
What is Business process Reengineering??
The Four Major Steps of Process Mapping
Process identification -- attaining a full understanding of all the steps of a process.
Information gathering -- identifying objectives, risks, and key controls in a process.
Interviewing and mapping -- understanding the point of view of individuals in the process and designing actual maps
Analysis -- utilizing tools and approaches to make the process run more effectively and efficiently.
Flowchart Symbols For Mapping Refer word Document
Process Mapping
The terms process mapping, process description, and process modeling are often
used interchangeably. However, they identify three different, although similar, tasks.
Process mapping Is a method of gathering and displaying an intuitive
(phenomenological) graphical display of the process situation.
Process description It is the gathering and structuring of the enterprise knowledge about
the process. It is focused on documentation of the facts (or beliefs) which are known to the owners, operators, and customers of a process.
Process modeling is a mechanism for constructing a simplified or ideal view of
the process that is suitable for quantitative analysis (e.g., consistency completeness, simulation, and cost/benefit model analysis). Each has its place in BPR efforts. Normally we start with constructing a process-map.
Business Process Analysis
Causal AnalysisCausal Analysis is an important component of
business system and business process analysis. The main goal of causal analysis in BPR is to
identify cause and effect chains that link aspects of the system (usually the “controllable” system factors) to the performance goals of the system.
An important step in causal analysis is to identify causal associations between system factors.
Cause & Effect (or Fishbone) diagrams are commonly used at this stage to identify causal associations.
Fishbone diagramsDraw a fishbone /Ishikawa diagram for Supply
chain Process ProblemsDraw a fishbone /Ishikawa diagram for
Unsuccesful Project Management
Process FlowchartsDraw Process Flow for Cheque Book Issue
process in SBI Bank.
Case : IBM Solution Delivery ProblemWhen IBM started reengineering in 1992, the guiding
principle was to become more customer-centered. Twelve customer relationship processes were identified and used as a basis for the reengineering project. One example is "solutions delivery": a contract between IBM and the customer for a complete IT system, including hardware, software, technical support, consulting services and third party products. The redesigned process moved the responsibility for pricing to the case team, who used "pricing tool" software. This eliminated a nearly two month delay that formerly occurred when pricing was referred to IBM headquarters.
Q . Map As Is and To Be after Redesign
Business Process Analysis AS-IS Process Documentation of the sequence in which
activities are performed. This phase is the documentation and
description of the existing business processes using methodologies which will highlight the relationships between the various functions or activities within the enterprise.
These functions or activities are essentially those essential pieces that are needed to perform the business process. As-Is Analysis phase of BPR is aimed specifically at identifying disconnects within existing business processes
TO-BE Process The goal of To-Be process design is to produce one
or more alternatives to the current situation, which satisfy goals of the enterprise as stated in the business case analysis and which satisfy the change-requirements.
We propose a model to depict how process can be redesigned more efficiently achieving business benefits.
Draw an TO BE Flowchart for Driving License Issue process At RTO ( Class Exercise)
Business Process Re engineering
"Business 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."
-- Dr. Michael Hammer
BPR Methodology/ Steps of BPR
Project Phases Required For Successful BPR:Phase 1: Begin Organizational Change Phase 2: Build the Reengineering Organization Phase 3: Identify BPR Opportunities Phase 4: Understand the Existing Process Phase 5: Reengineer the Process Phase 6: Blueprint the New Business System Phase 7: Perform the Transformation
Phase 1-Begin Organizational Change
Activities: - Assess the current state of the organization - Explain the need for change - Illustrate the desired state - Create a communications campaign for change
Phase 2-Build the Reengineering Organization- Identify the core/high-level processes - Recognize potential change enablers - Gather performance metrics within industry - Gather performance metrics outside industry - Select processes that should be reengineered - Prioritize selected processes
Phase 3-Identify BPR Opportunities
- Evaluate pre-existing business strategies - Consult with customers for their desires - Determine customer's actual needs - Formulate new process performance objectives - Establish key process characteristics - Identify potential barriers to implementation
Phase 4 -Understand the Existing ProcessActivities: - Understand why the current steps are performed - Model the current process - Understand how technology is currently used - Understand how information is currently used - Understand the current organizational structure - Compare current process with the new
objectives
Phase 5: Reengineer the Process Activities: - Ensure the diversity of the reengineering team - Question current operating assumptions - Brainstorm using BPR principles - Evaluate the impact of new technologies - Consider the perspectives of stakeholders - Use customer value as the focal point
Phase 6-Blueprint the New Business System
Activities: - Define the new flow of work - Model the new process steps - Model the new information requirements - Document the new organizational structure - Describe the new technology specifications - Record the new personnel management systems - Describe the new values and culture required
Phase 7-Perform the Transformation
Activities: Develop a migration strategy and migration action plan Develop metrics for measuring performance during
implementation Involve the impacted staff Establish the new organizational structures Map new tasks and skill requirements to staff and Re-allocate
workforceEducate staff about the new process and new technology used Decide how new technologies will be introduced Transition to the new technologies Incorporate Continuous process improvement mechanisms
Advantages / Benefits Of BPR
1.Reduction in cost/Time/Resources2.Better Customer satisfaction3.Less manual work4.Integration of Information5.Increase in Quality6.Less Effort but more impact