Business Process Re-engineering for Competitive Advantage Training Course

Introduction and Overview

Understanding the purpose and impact of business process re-engineering (BPR)

• Driving competitive advantage through fundamental redesign.
• The imperative for re-engineering.
• Distinguishing the scope of re-engineering from other improvements.
• Concentrating on core business processes.
• Achieving objectives in cost reduction and revenue growth.

Implementing the proven CLAMBRE/UML framework for re-engineering

• Adhering to modelling standards: UML and BPMN.
• Differentiating between customers and stakeholders.
• Defining activities and information structures.
• Applying creative, right-brain thinking methodologies.

Targeting the Customer

Analyzing the customer interface

• Expanding customer roles through aggregation.
• Refining customer classifications using generalisation.
• Constructing precise customer profiles.

Documenting customer values and expectations

• Distinguishing service provision from product supply.
• Evaluating satisfaction metrics: quality, flexibility, speed, cost, and service.
• Classifying customer relationships via the PRIDE checklist.
• Assessing the degree to which business processes fulfill customer needs.

Modelling the Business Process

Identifying processes suitable for re-engineering

• Discovering core business processes.
• Selecting appropriate metrics for performance evaluation.
• Recognizing business process antipatterns.
• Communicating findings to senior leadership.

Defining worker roles and responsibilities

• Detecting role inconsistencies using cross-reference matrices.
• Mapping business processes with UML activity diagrams.
• Distributing activities across different roles.

Analysing the Business Process

Detailing business process components

• Choosing the right UML tools.
• Defining process scope using UML use case diagrams.
• Identifying key business actors.
• Modelling alternative workflow paths.
• Highlighting ineffective business activities.

Examining the business structure

• Reviewing organizational infrastructure.
• Mapping information flows using class diagrams.
• Applying UML business stereotypes.
• Defining process architecture via communication diagrams.
• Eliminating rigid structural constraints.

Redesigning the Business Process

Optimizing the benefits of information technology

• Leveraging web-enabled technologies.
• Facilitating interaction through social spaces.
• Designing resilient, future-ready business systems.
• Implementing business intelligence solutions.
• Utilizing Enterprise Information Systems.

Revisiting customer-process boundaries

• Tailoring business processes to serve specific customer segments.
• Integrating and capitalizing on technological opportunities.
• Personalizing the process experience.
• Surpassing customer expectations.

Establishing the new process using best business practices

• Integrating proven business patterns.
• Addressing process anomalies.
• Evaluating strategic alternatives.
• Ensuring robust and reliable information management.

Implementing the Re-engineered Process

• Re-training and engaging the workforce.
• Correlating performance metrics with customer satisfaction.
• Fostering continuous process improvement.
• Monitoring and measuring outcomes.
• Demonstrating tangible success.