Business Process Re-engineering
Continuously improve the system by eliminating ambiguity and waste.
Method
Align how jobs need to be done to align with your strategy to shut down threats and explore opportunities.
- Identify each process and steps involved in your system workflow.
- Document each process/workflow using various forms such as tables, step-by-step processes, or flowcharts.
- Test the documented system by onboarding someone not involved in the process to ensure consistent results.
Context
Goal
Business Process Reengineering is the radical redesign of business processes to achieve dramatic improvements in:
- Customer Experience
- Employee Satisfaction
- Productivity
- Cycle times
- Quality
Steps
- Refocusing company values on customer needs and eliminating low-value work
- Simplifying and standardizing overly complex work, and automating repetitive work
- Enabling processes with modern systems and data
- Locating work in the most efficient and effective environment
- Reorganizing a business into cross-functional teams with end-to-end responsibility for a process
- Rethinking basic organizational and people issues
- Determining appropriate roles for third parties or outsourcers, focusing on where they truly add value
Questions
Constantly refine a list of most important questions to reflect on for the purpose of:
- Reducing costs and cycle times by eliminating unproductive activities and locating work in the most efficient and effective environment
- Reorganizing by teams to decrease the need for management layers, accelerate information flows, and eliminate errors and rework caused by multiple handoffs.
- Improving quality by standardizing and automating work to reduce errors and focus workers on higher-value activities. It also reduces the fragmentation of work and establishes clear ownership of processes.
What
- What needs to happen?
- What are the steps?
- What software required?
- What end results required?
Why
- Why are we doing this?
- What is the purpose and efficiency of the process?
When
- When does each step happen?
- What is the order and timing of events?
Who
- Which roles responsible? What skills required?
- Who owns quality control for each step?
- Which function do the process belong to?
How
- How do things get done?
- How should people perform the tasks outlined in the process?
- How do you improve the process?