Business Process Re-engineering for Competitive Advantage Training Course

Introduction and Overview

The what and why of business process re-engineering (BPR)

• Driving competitive advantage through radical redesign
• Understanding the imperative for re-engineering
• Defining the scope and limits of re-engineering
• Centring efforts on the core business process
• Achieving objectives related to cost efficiency and revenue growth

Applying the proven CLAMBRE/UML framework for re-engineering

• Modeling standards: UML and BPMN
• Distinguishing between customers and stakeholders
• Mapping activities and information structures
• Encouraging creative, right-brain thinking

Targeting the Customer

Exploring the customer interface

• Expanding customer roles through aggregation
• Refining customer classifications using generalization
• Building an accurate customer profile

Documenting customer values and needs

• Differentiating service provision from product supply
• Evaluating satisfaction across quality, flexibility, speed, cost, and service
• Categorizing relationships using the PRIDE checklist
• Assessing how well the process addresses customer requirements

Modelling the Business Process

Pinpointing processes for re-engineering

• Identifying core business processes
• Selecting appropriate metrics to gauge performance
• Recognizing common business process antipatterns
• Presenting insights to senior leadership

Describing worker roles and responsibilities

• Identifying role anomalies via cross-reference matrices
• Mapping processes using UML activity diagrams
• Distributing activities across defined roles

Analysing the Business Process

Detailing business processes

• Choosing the right UML tools
• Defining process scope with UML use case diagrams
• Identifying key business actors
• Modeling alternative workflows
• Highlighting inefficient business activities

Exploring the business structure

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

Redesigning the Business Process

Maximising the benefits of information technology

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

Redefining customer-process boundaries

• Tailoring processes to benefit specific customer segments
• Integrating and capitalizing on technology opportunities
• Personalizing the process experience
• Exceeding customer expectations

Creating the new process using the best business practice

• Integrating business patterns
• Resolving process anomalies
• Evaluating strategic alternatives
• Ensuring robust and reliable information management

Rolling Out the Re-engineered Process

• Re-educating the workforce
• Aligning metrics with customer satisfaction
• Sustaining continuous process improvement
• Monitoring and measuring outcomes
• Demonstrating measurable success