Business Process Re-engineering for Competitive Advantage Training Course

Introduction and Overview

The fundamentals of business process re-engineering (BPR)

• Maximizing competitive advantage through radical redesign
• Understanding the necessity for re-engineering
• Distinguishing the scope of re-engineering from other initiatives
• Concentrating on the core business process
• Achieving goals related to cost reduction and revenue growth

Applying the proven CLAMBRE/UML framework for re-engineering

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

Targeting the Customer

Exploring the customer interface

• Expanding customer roles through aggregation
• Refining customer types using generalization
• Establishing an accurate customer profile

Documenting customer values and needs

• Distinguishing service provision from 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 meets customer expectations

Modelling the Business Process

Pinpointing processes for re-engineering

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

Describing worker roles and responsibilities

• Identifying anomalies in worker roles using cross-reference matrices
• Mapping the business process using UML activity diagrams
• Partitioning activities between different roles

Analysing the Business Process

Detailing business processes

• Selecting the most suitable UML tools
• Defining the process scope with UML use case diagrams
• Pinpointing key business actors
• Modeling alternative workflows
• Capturing ineffective business activities

Exploring the business structure

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

Redesigning the Business Process

Maximising the benefits of information technology

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

Redefining customer-process boundaries

• Adapting the business process to benefit specific customer segments
• Integrating and capitalizing on technology opportunities
• Personalizing the process
• Meeting and exceeding customer expectations

Creating the new process using best business practices

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

Rolling out the re-engineered process

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