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1. Phm Th Lc Xun 2. L Th Thanh Tho 3. L Anh Duy 4. V Vn Anh 5. inh Hu Thiu

1 Introduction 2 3 Real example

Workflow redesign process

4 Challenges in workflow redesign 5 Notes and tips

What

Who

When

Why
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What?

Business Process

Business Process Management (BPM)

Business Process Redesign

Workflows

What?

A collection of activities that takes one or more kinds of input and creates an output that is of value to the customer.
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What?

What?
Business process Management (BPM)

Activities

Relevant variables

Production planning Resource assignment Budgeting Exception handling

Number of already committed resources Expected size of the work Number of orders within the process Required skills
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What?
Downsizing

A fundamental rethinking and radical redesign of business processes to achieve dramatic improvements in critical measures of performance, such as cost, quality, service, and speed.
Automating
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What?

Workflow
Right piece of work Right resources

Delivering

Workflow Management Systems

Right time

Flexibility Merits Optimization

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When?

Companies in deep trouble

Companies that see trouble coming.

Companies that are in peak condition.

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Why?

Increase of productivity Cost saving Meeting consumer needs How to be better? Consistency and standardization

Improved internal control

Implementation of KPIs

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Who?

Leader

Process Owner Reengineering team

Steering Committee

Reengineering Czar

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Accounts Payable

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Purchasing 1 Purchase order

Vendor

Receiving 2 Copy of purchase order 4 Accounts Payable

Goods

Receiving document

5 Invoice

6 Payment
18 Minder Chen, 1993-2011

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Purchasing Purchase order 1

Vendor

Receiving 1 Purchase order Goods received 2 Data base Accounts Payable

Goods
2

4 3 Payment
19 Minder Chen, 1993-2011

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Monitor, Implement measure and improve Real actions Monitoring Design To-Be process Improving Map & Analyze Evaluating As-Is process Prepare
Analyzing Current process Consulting Redesigning

Visioning Identifying Appoint a redesigning team

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Visioning

Identifying

Appoint a redesigning team

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 Bottleneck Cross-functional or cross-organizational

SELECTION CRITERIA

units

Core processes that have high impacts

Front-line and customer serving - the moment of the truth Value-adding Feasible
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 Overview
Ability to focus on end-customers

SKILLS:

Ability to challenge fundamental assumptions Courage to deliver and venture into

unknown areas
Ability to assume individual and collective responsibility
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Monitor, Implement measure and improve Real actions Monitoring Design To-Be process Improving Map & Analyze Evaluating As-Is process Prepare
Analyzing Current process Consulting Redesigning

Visioning Identifying Appoint a redesigning team

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consultant

Over process data

Internal Capacities External Factor
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 Cycle time MEASURE CRITICAL PROCESS METRICS Cost Input quality Output quality Frequency and distribution of inputs
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Monitor, Implement measure and improve Real actions Monitoring Design To-Be process Improving Map & Analyze Evaluating As-Is process Prepare
Analyzing Current process Consulting Redesigning

Visioning Identifying Appoint a redesigning team

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Evaluation Criteria

Costs
Design and implementing Hire and train Develop supporting IS Equipment and facilities

Benefits
Customer requirements Breakthrough goals Performance criteria Constraints

Risks
Technology availability and maturity Time required Learning curve Cost and schedule overrun
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Monitor, Implement measure and improve Real actions Monitoring Design To-Be process Improving Map & Analyze Evaluating As-Is process Prepare
Analyzing Current process Consulting Redesigning

Visioning Identifying Appoint a redesigning team

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 Executive management determination and attempts of resistance

ACTIONS

Positive effects of change Train the operation of new processes

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Monitor, Implement measure and improve Real actions Monitoring Design To-Be process Improving Map & Analyze Evaluating As-Is process Prepare
Analyzing Current process Consulting Redesigning

Visioning Identifying Appoint a redesigning team

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 Monitoring
Improving

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Flowchart Swim Lane Diagrams Value Stream Map Spaghetti Diagrams A3 Problem Solving Format

Tools

Flowchart
Start 1st process step Process Step

Decision

Document

Data

Predfined Process

Tools

End ( last process step )

Check in 1st visit NO Move to room

Yes
Forms

Vitals

exam

Tools

Check out

Swim Lane Diagrams

Tools

Value Stream Map

Tools

Spaghetti Diagrams

Tools

A3 Problem Solving Format

Tools

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Risks and Challenges of BPR

Technical challenges

Sociocultural challenges

Project management

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1
Process Simplification is Common

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2
Desire to Change Not Strong Enough

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3
Start Point the Existing Process Not a Blank Slate Commitment to Existing Processes Too Strong

Reliance on existing process too strong

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4
Process under review too big or too small

REMEMBER - If it isnt broke

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5
The costs of the change seem too large

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6
BPR isolated activity not aligned to the business objectives

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Allocation of resources Poor timing and planning

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Keeping the team and organization on target

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Always start with the customer and work backwards.

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 Move fast.

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Tolerate risk.

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Accept imperfections along the way.

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Dont stop too soon.

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1 2 3 4 S T P R R A

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