Business Process Re-engineering for Competitive Advantage Training Course

Introduction and Overview

Understanding the fundamentals of Business Process Re-engineering (BPR)

• Gaining a competitive advantage through radical redesign
• The imperative for re-engineering
• Distinguishing what re-engineering entails and what it does not
• Concentrating on the core business process
• Achieving objectives of cost optimisation and revenue growth

Utilising the proven CLAMBRE/UML framework for re-engineering

• Modelling standards: UML and BPMN
• Differentiating customers from stakeholders
• Identifying key activities and information structures
• Applying creative, right-brain thinking

Focusing on the Customer

Examining the customer interface

• Broadening customer roles through aggregation
• Refining customer classifications using generalisation
• Developing an accurate customer profile

Documenting customer values and requirements

• Service delivery versus product supply
• Assessing customer satisfaction across quality, flexibility, speed, cost, and service
• Categorising customer relationships using the PRIDE checklist
• Evaluating how well the business process addresses customer needs

Modelling the Business Process

Identifying processes for re-engineering

• Discovering core business processes
• Selecting appropriate metrics to gauge process performance
• Identifying business process anti-patterns
• Presenting insights to senior leadership

Defining worker roles and responsibilities

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

Analysing the Business Process

Detailing business processes

• Choosing suitable UML tools
• Defining process scope with UML use case diagrams
• Identifying key business actors
• Modelling alternative workflows
• Recording inefficient business activities

Examining the business structure

• Reviewing organisational 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

• Web-enabled technologies
• Engagement through social platforms
• Designing future-ready business systems
• Business intelligence solutions
• Enterprise Information Systems

Redefining customer-process boundaries

• Tailoring the business process to benefit specific customer segments
• Integrating and capitalising on technological opportunities
• Personalising the process experience
• Exceeding customer expectations

Developing the new process using best business practices

• Integrating business patterns
• Resolving process irregularities
• Comparing strategic options
• Ensuring robust and reliable information management

Implementing the Re-engineered Process

• Reskilling the workforce
• Aligning metrics with customer satisfaction
• Sustaining continuous process improvement
• Monitoring and measuring outcomes
• Demonstrating business success