Business Process Re-engineering

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Course Overview

Faced with a rapidly changing business environment, organisations are under pressure to effect dramatic performance improvements. Business process re-engineering (BPR) makes quantum leaps in productivity through redesign, innovation and the enabling power of modern technology.

In this course, you gain the critical knowledge and skills needed to implement BPR within your organisation. It provides a use case-driven approach utilising proven tools and techniques for re-engineering key elements of your business.

Audience

This course is valuable for personnel considering, participating in, or affected by a re-engineering project.

Skills Gained

• Select, organise and implement a business re-engineering project using CLAMBRE/UML
• Achieve competitive advantage by capitalising on technology opportunities and the application of UML tools
• Maximise customer satisfaction by matching process design to customer needs
• Identify typical symptoms of business process dysfunction
• Redesign workflow and structure successfully within the business
• Ensure best practice through the application of business patterns

Course Outline

Introduction and Overview

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

• Maximising competitive advantage through radical redesign
• The need for re-engineering
• Determining what re-engineering is, and is not
• Focusing on the business process
• Achieving cost reduction and revenue generation goals

Applying the proven CLAMBRE/UML framework for re-engineering

• Overview of UML techniques
• Customers vs. stakeholders
• Identifying activities and information structure
• Creative right-brain thinking

Targeting the Customer

Exploring the customer interface

• Expanding customer roles with aggregation
• Refining customer types using generalisation
• Establishing an accurate customer profile

Documenting customer values and needs

• Service provision vs. product supply
• Evaluating customer satisfaction: quality, flexibility, speed, cost, service
• Categorising customer relationships using the PRIDE checklist
• Applying QFD to link customer requirements with supplied components

Modelling the Business Process

Pinpointing processes for re-engineering

• Uncovering core business processes
• Choosing suitable metrics to assess process performance
• Detecting business process antipatterns

Describing worker roles and responsibilities using UML techniques

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

Analysing the Business Process

Detailing business processes

• Selecting appropriate UML tools
• Scoping the process with UML use case diagrams
• Pinpointing key business factors
• Modelling alternative workflows
• Catching ineffective business activities

Exploring the business structure

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

Redesigning the Business Process

Redefining customer-process boundaries

• Adapting the business process to benefit specific customer types
• Integrating and capitalising on technology opportunities
• Personalising the process
• Meeting and exceeding customer expectations

Creating the new process using best business practice

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

Rolling Out the Re-engineered Process

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

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