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Transcript of business process reenginerring
Process View of Process View of OrganizationOrganization
Enterprise-wide Information SystemsEnterprise-wide Information Systems
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Dictionary meaning of ‘Process’Dictionary meaning of ‘Process’
As per Oxford English DictionaryAs per Oxford English Dictionary A continuous and regular action or succession of A continuous and regular action or succession of
actions, taking place or carried on in a definite actions, taking place or carried on in a definite manner, and leading to the accomplishment of manner, and leading to the accomplishment of some resultsome result
A continuous operation or series of operationsA continuous operation or series of operations
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Organizational ProcessesOrganizational Processes
StrategicStrategic processes – are those processes by processes – are those processes by which the organization plans for and develops which the organization plans for and develops its future – included here are its future – included here are Strategic Planning, Strategic Planning, Product/Service Development and Product/Service Development and New Process Development processes.New Process Development processes.
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Contd.
Operational processes – are those by which the organization carries out its regular day-to-day functions, such as ‘winning’ the customer, satisfying the customer, supporting the customer, cash and treasury management, financial reporting.
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Contd.Contd.
Enabling Enabling processesprocesses – are those which enable – are those which enable strategic and operational processes to be strategic and operational processes to be carried out, such ascarried out, such as Human resource management, Human resource management, Management accounting Management accounting And information systems management.And information systems management.
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Business Process: An overview
A business process is a collection of activities that takes one or more kinds of inputs and creates and output that is of value to the customer.”
Business processes are simply a set of activities that transform a set of inputs into a set of outputs (goods or services) for another person or process using people and tools.
We all do them, and at one time or another play the role of customer or supplier.
Improving business processes is paramount for businesses to stay competitive in today's marketplace.
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MODEL OF BUSINESS PROCESS
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Business Process Improvement
Over the last 10 to 15 years companies have been forced to improve their business processes because we, as customers, are demanding better and better products and services.
And if we do not receive what we want from one supplier, we have many others to choose from
Many companies began business process improvement with a continuous improvement model.
This model attempts to understand and measure the current process, and make performance improvements accordingly.
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Contd.
This method for improving business processes is effective to obtain gradual, incremental improvement.
However, over the last 10 years several factors have accelerated the need to improve business processes.
The most obvious is technology. New technologies (like the internet) are rapidly bringing new
capabilities to businesses, thereby raising the competitive bar and the need to improve business processes dramatically.
Another apparent trend is the opening of world markets and increased free trade.
Such changes bring more companies into the marketplace, and competing becomes harder and harder.
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Contd.
In today's marketplace, major changes are required to just stay even.
It has become a matter of survival for most companies. As a result, companies have sought out methods for faster
business process improvement. Moreover, companies want breakthrough performance changes,
not just incremental changes, and they want it now. Because the rate of change has increased for everyone, few
businesses can afford a slow change process. One approach for rapid change and dramatic improvement that
has emerged is Business Process Reengineering (BPR).
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Continuous Improvement versus Continuous Improvement versus Radical ImprovementRadical Improvement
A main area of debate and indeed some A main area of debate and indeed some contention is whether BPR is concerned with contention is whether BPR is concerned with radical change only while other philosophies, radical change only while other philosophies, such as TQM, focus on continuous such as TQM, focus on continuous incremental change.incremental change.
The point of BPR is The point of BPR is improvementimprovement not change not change for its own sake. for its own sake.
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Contd.Contd.
It may that to effect radical improvements a It may that to effect radical improvements a company ends up having to make radical company ends up having to make radical changes to both its processes and its changes to both its processes and its organization, but this does not necessarily organization, but this does not necessarily follow.follow.
Even where radical changes are required, it is Even where radical changes are required, it is important that the focus remains firmly on the important that the focus remains firmly on the improvement and that the changes are seen improvement and that the changes are seen only as a mechanism for achieving it.only as a mechanism for achieving it.
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Re-engineering
“At the heart of re-engineering is the notion of discontinuous thinking -- of recognizing and breaking away from outdated rules and fundamental assumptions that underlie operations. . . . We cannot achieve breakthroughs in performance by cutting fat or automating existing processes. Rather, we must challenge old assumptions and shed the old rules that made the business under perform in the first place. . . .”
“[There is] one factor that is necessary for re-engineering to succeed: executive leadership with real vision.”
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Some MethodologiesSome Methodologies
Approaches to Business Process ImprovementApproaches to Business Process Improvement Total Quality Management (TQM)Total Quality Management (TQM) KaizenKaizen Just-In-Time (JIT)Just-In-Time (JIT) Business Process Re-engineering (BPR)Business Process Re-engineering (BPR)
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Business Philosophy ComparisonsBusiness Philosophy Comparisons
ElementElement TQMTQM JITJIT Simultaneous Simultaneous EngineeringEngineering
TCM/FCRTCM/FCR BPRBPR
FocusFocus Quality Quality Attitude to Attitude to customerscustomers
Reduced Reduced inventoryinventory
Raised Raised throughputthroughput
Reduced time Reduced time to marketto market
Increased Increased qualityquality
Reduce Reduce timetime
(time=cost)(time=cost)
ProcessProcess
Minimize Minimize non-value non-value addedadded
ImprovemeImprovement Scalent Scale
Continuous Continuous
IncrementalIncremental
ContinuousContinuous
IncrementalIncremental
RadicalRadical RadicalRadical RadicalRadical
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OrganizatiOrganizationon
Common goals Common goals across functionsacross functions
‘‘Cells’ and Cells’ and team workingteam working
R&D and R&D and Production Production work as a work as a single teamsingle team
Process basedProcess based Process basedProcess based
Customer Customer focusfocus
Internal and Internal and external external satisfactionsatisfaction
Initiator of Initiator of action ‘pulls’ action ‘pulls’ productionproduction
Internal Internal partnershipspartnerships
Quick responseQuick response ‘‘Outcomes’ driven Outcomes’ driven
Process Process focusfocus
SimplifySimplify
Improve Improve
Measure to Measure to controlcontrol
Workflow/ Workflow/ Throughput Throughput efficiencyefficiency
Simultaneous Simultaneous R&D and R&D and Production Production developmentdevelopment
Eliminate time in Eliminate time in all processesall processes
‘‘Ideal’ or StreamlinedIdeal’ or Streamlined
TechniquesTechniques Process maps Process maps
BenchmarkingBenchmarking
Self-assessmentSelf-assessment
VisibilityVisibility
Small batchesSmall batches
Quick set-upQuick set-up
Program Program teamsteams
CAD-CAMCAD-CAM
Process mapsProcess maps
BenchmarkingBenchmarking
Process mapsProcess maps
BenchmarkingBenchmarking
Self-assessmentSelf-assessment
IS/ITIS/IT
CreativityCreativity
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What is BPR?What is BPR? BPR is an BPR is an improvement improvement philosophy.philosophy. It aims to achieve step improvements in It aims to achieve step improvements in
performance by redesigning the processes through performance by redesigning the processes through which an organization operates, maximizing their which an organization operates, maximizing their value-added content and minimizing everything value-added content and minimizing everything else.else.
This approach can be applied at an individual This approach can be applied at an individual process level or to the whole organization.process level or to the whole organization.
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Contd.
“BPR is the fundamental rethinking and radical redesign of business processes to achieve dramatic improvement in critical contemporary measures of performance such as cost, quality, service, and speed”.
BPR is a methodology for significant improvement to a business process, or for radical change in, or complete replacement of, such a process.
It has significant impacts across organizational boundaries and generally has impacts or effects on external suppliers and customers as well as organizational structures.
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Contd.Contd. It is the search for, and implementation of, radical change in It is the search for, and implementation of, radical change in
business processes to achieve breakthrough resultsbusiness processes to achieve breakthrough results Some of the synonyms of BPR are: Some of the synonyms of BPR are:
business process redesign, business process redesign, business transformation, business transformation, process innovation, process innovation, business reinvention, business reinvention, change integrationchange integration
The starting point of BPR is clean sheet of paperThe starting point of BPR is clean sheet of paper
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Underlying PrinciplesUnderlying Principles
PEOPLE
PROCESS
TECHNOLOGY
CUSTOMER
PRODUCT
SERVICE
ENVIRONMENT
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Contd.Contd.
All organizations are built on three main All organizations are built on three main pillars: processes, people, and technology.pillars: processes, people, and technology.
In designing a set of processes these three In designing a set of processes these three elements must be aligned to the needs of the elements must be aligned to the needs of the market and the customers within it, and with market and the customers within it, and with each other.each other.
It is imperative that each of these three pillars It is imperative that each of these three pillars is considered.is considered.
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Contd.Contd.
We start first with the processes of the firm which We start first with the processes of the firm which must be identified and designed.must be identified and designed.
This stage is iterative: having considered the people it This stage is iterative: having considered the people it will be necessary to go back and review the processes will be necessary to go back and review the processes and then return to people.and then return to people.
People can only perform as well as the processes let People can only perform as well as the processes let them and similarly the processes can only perform to them and similarly the processes can only perform to the level of the skill, knowledge and motivation of the the level of the skill, knowledge and motivation of the people who operate them.people who operate them.
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Contd.Contd. The third element to consider is the technology The third element to consider is the technology
to be used to support the processes and people.to be used to support the processes and people. In technology we include the office and factory In technology we include the office and factory
technology together with the buildings, the technology together with the buildings, the telecommunications and information technology telecommunications and information technology of all types.of all types.
In considering technology, it will also be In considering technology, it will also be important to revisit the process and people important to revisit the process and people designs as technological opportunities or designs as technological opportunities or constraints become apparent.constraints become apparent.
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Redesigning ProcessesRedesigning Processes A central area of contention centers around the role A central area of contention centers around the role
that existing processes should play in BPR:that existing processes should play in BPR: Should existing processes be the basis for the new, Should existing processes be the basis for the new,
redesigned processes?redesigned processes? To what extent should the existing processes be To what extent should the existing processes be
understood?understood? Should existing processes be changed at the Should existing processes be changed at the
implementation stage or new processes set up to replace implementation stage or new processes set up to replace them?them?
Should the organization start with a clean sheet?Should the organization start with a clean sheet?
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Contd.Contd.
The different approaches to BPR can be The different approaches to BPR can be classified into two broad categories:classified into two broad categories: Systematic redesign – identify and understand Systematic redesign – identify and understand
existing processes and then work them existing processes and then work them systematically to create new processes to deliver systematically to create new processes to deliver the desired outcomes.the desired outcomes.
Clean sheet approach – fundamentally re-think the Clean sheet approach – fundamentally re-think the way that the product or service is delivered new way that the product or service is delivered new processes from scratch.processes from scratch.
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Contd.Contd.
The choice between these two approaches will The choice between these two approaches will depend on what the organization is most depend on what the organization is most comfortable with, and also on the time scales comfortable with, and also on the time scales involved.involved.
Whichever alternative is selected, it is Whichever alternative is selected, it is important to ensure that the analysis of important to ensure that the analysis of existing processes is not over done, though the existing processes is not over done, though the danger of this is higher in the systematic danger of this is higher in the systematic redesign approach.redesign approach.
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Systematic RedesignSystematic Redesign This approach has the advantage that change This approach has the advantage that change
can be made incrementally and thus quickly, in can be made incrementally and thus quickly, in small chunks at reduced disruption and risk.small chunks at reduced disruption and risk.
Its disadvantage is that its base is the existing Its disadvantage is that its base is the existing process and an innovative new approach is less process and an innovative new approach is less likely to emerge than with the clean sheet likely to emerge than with the clean sheet approach, though it can happen.approach, though it can happen.
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Contd.Contd.
This incremental approach can, however, This incremental approach can, however, result in significant step changes in result in significant step changes in performance when applied on a massive scale, performance when applied on a massive scale, what is referred to as what is referred to as massive incremental massive incremental improvementimprovement..
Systematic redesign should eventually become Systematic redesign should eventually become an integral part of organizational life as it is, in an integral part of organizational life as it is, in the form of the form of kaisenkaisen (continuous improvement), (continuous improvement), at Toyota.at Toyota.
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Clean Sheet ApproachClean Sheet Approach This approach has the advantage that it throws This approach has the advantage that it throws
away the existing assumptions implicit in the away the existing assumptions implicit in the existing process and allows a fundamental rethink existing process and allows a fundamental rethink in the way business is conducted.in the way business is conducted.
Such an approach offers the possibility of a leap in Such an approach offers the possibility of a leap in performance; an order of magnitude change in the performance; an order of magnitude change in the desired outcome.desired outcome.
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Contd.Contd. To obtain a several hundred, or even several thousand per To obtain a several hundred, or even several thousand per
cent improvement in a target, things have to be done very cent improvement in a target, things have to be done very differently.differently.
The ‘clean sheet approach’ is about working back from The ‘clean sheet approach’ is about working back from that target to a design that will make it happen.that target to a design that will make it happen.
The main disadvantage of the clean sheet approach is that The main disadvantage of the clean sheet approach is that the required organizational changes can be difficult, the required organizational changes can be difficult, though not impossible, to implement incrementally.though not impossible, to implement incrementally.
Overall, with this approach the risk is higher and the pain Overall, with this approach the risk is higher and the pain and disruption greater.and disruption greater.
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Contd.Contd.
During implementation, a crucial problem During implementation, a crucial problem faced by many teams who have used this faced by many teams who have used this method is that the new processes so method is that the new processes so fundamentally from the existing ones that fundamentally from the existing ones that workers have great difficulty in relating to workers have great difficulty in relating to them.them.
Unless great care is taken and management Unless great care is taken and management commitment is solid, workers may refuse to commitment is solid, workers may refuse to switch to the new methods.switch to the new methods.
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Salient features of BPR
Start from the future and work backwards
BPR is not easy – it is a serious work
BPR is not free – there are financial & cultural costs
BPR often driven by fear and greed
Change is a “struggle”; BPR is a “war”
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Important lessons for BPRImportant lessons for BPR
Get the strategy straight firstGet the strategy straight first
Lead from the topLead from the top
Create a sense of urgencyCreate a sense of urgency
Design from the outside in (customer)Design from the outside in (customer)
Combine top-down & bottom-up effortsCombine top-down & bottom-up efforts
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Identifying opportunities for BPR
Combine several jobs into one. Save labor costs, greater simplicity in process, less time through process.
Let workers make decisions previously made by managers. Faster response time, flatter organization, fewer employees, lower cost
Perform process steps in a more natural order. Faster response times, less material handling.
Design processes to be more flexible, and thus handle more contingencies.
Provide faster turnaround times for easier jobs.
Perform work where it makes the most sense. Locally or distributed, instead of centralized, for faster turnaround times.
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Issues driving BPRCommon internal business problems:
Many customer touch points.
Many suppliers.
Many independent legacy applications within functional areas.
Little information about activities in supply chain.
Poor inventory management practices.
No/poor information provided to customer service reps or to other customer touch points.
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Contd.
Common external business problems: Three Cs
Customers: Today’s customers are empowered.
Competition : Continues to get tougher on all dimensions.
Change: significant, rapid, and unpredictable change in markets, products, technology, and the business environment
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Contd.
Common problem: “stovepipes”
“The stovepipe” or functional silo So called because of lack of cooperation between
functional areas (vertical dimension).
Business process reengineering (BPR), which makes a fundamental change in specific business processes, integrates information required for good decision making.
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BPR Strategy
Stakeholder assessment - shareholders, customers,
employees
Determine which stakeholder expectations should
be met to gain competitive advantage
Determine how to redesign to meet expectations
Map out it solutions to support
Develop & implement new processes, etc.
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Process Innovation
Process innovation involves Stepping back from a process to inquire into its overall business
objective, And then effecting creative and radical change to realize order-of-
magnitude improvements in the way that objective is accomplished. Re-engineering is only part of what is necessary in the radical
change of processes; it refers specifically to the design of the new process.
The term process innovation encompasses The envisioning of new work strategies, The actual process design activity, And the implementation of the change in all its complex technological,
human, and organizational dimensions
A CONTRAST BETWEEN INNOVATION A CONTRAST BETWEEN INNOVATION AND IMPROVEMENTAND IMPROVEMENT
INNOVATION IMPROVEMENT
EFFECTS Immediate, dramatic
Long-term, more subtle
CHANGE Abrupt, volatile Gradual, constant
INVOLVEMENT A few champions Everybody
INVESTMENT High initially, less later
Low initially, high to sustain
ORIENTATION Technology People
FOCUS Profits Processes
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IT as an enabler of re-engineering
Networked databases for shared access Document imaging On-line systems for jit decision making Expert systems User friendly interfaces Case tools, object-oriented development approaches
Shweta Agrawal 4343
Ford motor company’s case of ac payables department
500 employees 20% savings anticipated -- reduction of 100 people But mazda’s payables department had five people! Old process:
Matching purchase orders, invoices, and reviewing documents to issue payment.
New process: Purchase orders to go suppliers and on-line database. Upon receipt, receiving clerk verifies shipment. If okay, payment is made; if not, it is returned.
Shweta Agrawal 4444
Contd.
Results:
No invoices
No receiving reports
75% staff reduction -- 375 people reassigned
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Case of IBM credit corporation A five-step approval process Duration -- from six days to two weeks Actual processing time -- 90 minutes Why so many steps? Engineered for the most difficult case Five experts replaced with one “deal structure” Support of IT essential Results
Six days to four hours Slight work force reduction 1000% work load increase!
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IS critical success factor for BPRFor undertaking IT . . . Quality IS staff Quality IS services Receptive corporate culture Top management leadership Clearly identifiable economic benefits
For ensuring success . . . Communicate, communicate Full-time team, top people A “re-engineering czar” Careful change management
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Key concepts of BPR
Minimize ‘as-is’ business process analysis Streamline business operations and leverage the capabilities
of the software meaning let the process inherent in the software package drive the ‘to-be’ process
Minimize the number of custom development objects Hone in on the ‘real’ business requirements and challenge
processes that merely accommodate ‘the way it has always been done’
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Contd.
Reduce cost of doing business by eliminating: Obsolete and inefficient processes Obsolete regulations and controls Lengthy review and approval cycles
Ensure business processes are integrated across all impacted functional areas
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GUIDING PRINCIPLES OF BPRGUIDING PRINCIPLES OF BPR
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Key success factors of BPR
Executive leadership Alignment with strategic objectives Business case for change Proven BPR methodology Effective change management Process ownership Re-engineering team composition
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Pitfalls to avoidPitfalls to avoid Divorce the re-engineering effort from the main goals of Divorce the re-engineering effort from the main goals of
the organization.the organization. Underestimate the changes required to achieve a process Underestimate the changes required to achieve a process
orientationorientation Run before you can walkRun before you can walk Do not expect too much too soonDo not expect too much too soon Be wary of the titleBe wary of the title Appoint the IT department as BPR agentsAppoint the IT department as BPR agents Do not pilot the new processesDo not pilot the new processes Concentrate on computer packages to do the re-Concentrate on computer packages to do the re-
engineeringengineering
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TEN STEPS FOR BPRTEN STEPS FOR BPR
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Effective change management for BPR
One of the most difficult obstacles to successful project implementation is resistance from those whom implementers believe will benefit the most.
Most projects underestimate the cultural impact of major process and structural change, and as a result do not achieve the full potential of their change effort.
Change management is the discipline of managing change as a process, with due consideration that we are people, not programmable machines.
It is about leadership with open, honest and frequent communication.
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Reengineering team composition
A team leader who understands re-engineering and it’s impacts on the organization
Process subject matter experts from the organization Cross-functional resources from impacted areas Systems integrator resources with expert knowledge of the
processes inherent in the software
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When to go for BPR in ERP implementation?
Business process re-engineering activities occur primarily within the requirements definition and design phases of an ERP implementation effort.
However, BPR should be given consideration starting in the initiation phase and carry through the entire life cycle of the project.
Business
Case
Initiation Implementation
Sustainment & Continuous
ImprovementAcquisition
Acquisition
Strategy
EvaluateAgainst RFP Requirement
Incorporate into Design
T.O.
Build T.O. fixes # & $
of RICE objects
Integration Services
RFP
Execute BPR
Methodology
RICE Repository
Continuous Process
Improvement
BPR IN ERP IMPLEMENTATION
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InitiationInitiation One of the key reasons for implementing an ERP is to run
your business in a more efficient, effective and flexible manner.
Therefore your ‘to-be’ business processes will have to be efficient, effective and flexible.
To this end BPR must be part of the overall vision/strategy for undertaking an ERP project and should be stated as such in the business case.
Subsequently, your acquisition strategy must include finding a solution and a systems integrator who have the requisite skills and methodology to meet this vision.
Shweta Agrawal 5858
AcquisitionAcquisition The solicitation of systems integration services must
specifically include a request for information about the vendor’s BPR methodology including, approach, tools & templates, deliverables and roles & responsibilities.
The task of executing the BPR methodology then becomes part of the requirements and design contract task order.
The results of the BPR effort, number of development objects required and costs to develop the objects, become fixed in subsequent task orders.
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ImplementationImplementation
BPR is executed during the requirements and design phases of implementation.
Also, it is at the beginning of design when the rice repository must be utilized to leverage work already done.
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Sustainment & continuous improvementSustainment & continuous improvement
Process improvement is not at one time exercise. Responding to customers needs, improved interaction
with vendors and making processes more efficient and effective should be an on-going process.
Even though a process has been radically redesigned does not mean it does not have to be validated and continuously improved.
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Some Re-engineering ResultsSome Re-engineering Results
Western Provident Association slashed the Western Provident Association slashed the time taken to process insurance claims from time taken to process insurance claims from 28 days to 4 days and settles 90 per cent of 28 days to 4 days and settles 90 per cent of claims within five working days.claims within five working days.
The Baxi Partnership reduced manufacturing The Baxi Partnership reduced manufacturing lead times from 9 weeks to an incredible 24 lead times from 9 weeks to an incredible 24 hours.hours.
Shweta Agrawal 6262
Contd.Contd.
Rank Xerox UK reduced the processing time Rank Xerox UK reduced the processing time of ‘special bills’ from 112 days to 24 hours.of ‘special bills’ from 112 days to 24 hours.
Reuters reduced its debt collection days from Reuters reduced its debt collection days from 120 to 38 days, increased invoice accuracy by 120 to 38 days, increased invoice accuracy by 98 per cent, and can now deliver some new 98 per cent, and can now deliver some new services in just 15 minutes.services in just 15 minutes.
Shweta Agrawal 6363
Contd.Contd.
DEC cut $1 billion from its manufacturing costs DEC cut $1 billion from its manufacturing costs through re-engineering to meet customer needs.through re-engineering to meet customer needs.
AT & T Global Business Communications System AT & T Global Business Communications System subsidiary designed from scratch the way it subsidiary designed from scratch the way it processes orders for customers, cutting delivery processes orders for customers, cutting delivery times from 8-12 weeks to ‘days’, even while using times from 8-12 weeks to ‘days’, even while using 35 per cent fewer people to do the job.35 per cent fewer people to do the job.
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Contd.Contd.
Lucas industries automotive business cut Lucas industries automotive business cut manufacturing lead time by nearly 80 per manufacturing lead time by nearly 80 per cent, and reduced overall order-to dispatch cent, and reduced overall order-to dispatch lead time by 70 per cent to 32 days before lead time by 70 per cent to 32 days before automation. It doubled inventory turn-around, automation. It doubled inventory turn-around, achieved a 50 per cent increase in achieved a 50 per cent increase in productivity, and a 25 per cent reduction in productivity, and a 25 per cent reduction in operating costs.operating costs.
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Contd.Contd.
Compaq Computers cut its costs by more than Compaq Computers cut its costs by more than 30 percent through a complete re-think of its 30 percent through a complete re-think of its business.business.
Hillingdon Hospital in London, having re-Hillingdon Hospital in London, having re-engineered in-patient care, reduced the steps engineered in-patient care, reduced the steps for getting a blood test down to a process for getting a blood test down to a process which now takes five minutes. which now takes five minutes.
Shweta Agrawal 6666
Kaizen :An OverviewKaizen :An Overview
It is a Japanese term that means continuous improvement, taken from words 'kai' means continuous and 'zen' means improvement.
In other words it means change to become good It is a type of improvement without spending much
money, involving everyone from managers to the workers, using much of the common sense
In the Japanese context, it encourages small improvements day after day continuously
Shweta Agrawal 6767
Contd.
It is an ongoing, never ending continuous improvement process
It is a soft and gradual process as contrasted with the western style of scrapping everything and starting with new
The kaizen method is originally a Japanese management concept for incremental improvement
This methods incorporates many other concepts like total quality control, quality control circles, small group activities, labor relations etc
Shweta Agrawal 6868
Key elements of Kaizen methodKey elements of Kaizen method
The foundation of this method consists of the following 5 founding elements:
Teamwork Personal discipline Improved morale Quality circles Suggestions for improvement
All these focus on elimination of waste (muda) and inefficiency
Shweta Agrawal 6969
KAIZEN 5S FRAMEWORKKAIZEN 5S FRAMEWORK
SEIRI: TIDINESS SEITON: ORDERLINESS SEISO: CLEANLINESS SEIKETSU: STANDARDIZED CLEAN-UP SHITSUKE: DISCIPLINE STANDARDIZATION
Shweta Agrawal 7070
KAIZEN AND BPRKAIZEN AND BPR
Kaizen philosophy is more people oriented, more easy to implement and requires long term discipline
On the other hand BPR is harder, technology oriented, enables radical change but for which it requires major change management skills
Shweta Agrawal 7171
Total Quality Management (TQM) TQM is a structured system for satisfying internal and external
customers and suppliers by Integrating the business environment, Continuous improvement, And breakthroughs with development, improvement, and
maintenance cycles while changing organizational culture. One of the keys to implementing TQM can be found in this
definition. It is the idea that TQM is a structured system. Describing TQM as a structured system means that it is a
strategy derived from internal and external customer and supplier wants and needs that have been determined through daily management and cross-functional management.
Shweta Agrawal 7272
Contd.Contd. Pinpointing internal and external requirements allows us to
continuously improve, develop, and maintain quality, cost, delivery, and morale.
TQM is a system that integrates all of this activity and information.
When all of its elements are implemented properly, TQM is like a well-built house. It's solid, strong, and cohesive.
If TQM is not planned for and implemented correctly, it will be structurally weak and will probably fail
Total quality management is an approach to the art of management that originated in Japanese industry in the 1950's and has become steadily more popular in the west since the early 1980's.
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Contd.Contd.
Total quality is a description of the culture, attitude and organization of a company that aims to provide, and continue to provide, its customers with products and services that satisfy their needs.
The culture requires quality in all aspects of the company's operations, with things being done right first time, and defects and waste eradicated from operations.
Many companies have difficulties in implementing TQM. Surveys by consulting firms have found that only 20-36%
of companies that have undertaken TQM have achieved either significant or even tangible improvements in quality, productivity, competitiveness or financial return
Shweta Agrawal 7474
Useful messages for implementation of TQMUseful messages for implementation of TQM If the company wants to be a first-rate company, it
should not focus on the second-rate companies who can't handle TQM, rather look at the world-class companies that have adopted it
The most effective way to spend TQM introduction funds is by training top management, people involved in new product development, and people involved with customers
It's much easier to introduce EDM/PDM (electronic document management/product data management) in a company with a TQM culture than in one without TQM.
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Contd.
People in companies that have implemented TQM are more likely to have the basic understanding necessary for implementing EDM/PDM .
For example, they are more likely to view EDM/PDM as an information and workflow management system supporting the entire product life cycle then as a departmental solution for the management of cad data
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Key aspects of TQM
Customer-driven quality Top management leadership and commitment Continuous improvement Fast response Actions based on facts Employee participation And a TQM culture
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Customer-driven qualityCustomer-driven quality TQM has a customer-first orientation Customer satisfaction is seen as the company's highest priority. The TQM company is sensitive to customer requirements and
responds rapidly to them. In the TQM context, `being sensitive to customer requirements'
goes beyond defect and error reduction, and merely meeting specifications or reducing customer complaints
The requirements is expanded to take in not only product and service attributes that meet basic requirements, but also those that enhance and differentiate them for competitive advantage.
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TQM leadership from top managementTQM leadership from top management
The key point of TQM is, it has to be introduced and led by top management
Commitment and personal involvement is required from top management in creating and deploying clear quality values and goals consistent with the objectives of the company, and in creating and deploying well defined systems, methods and performance measures for achieving those goals
The development and use of performance indicators is linked, directly or indirectly, to customer requirements and satisfaction, and to management and employee remuneration.
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Continuous improvement Continuous improvement of all operations and activities is
at the core of TQM Once it is recognized that customer satisfaction can only be
obtained by providing a high-quality product, continuous improvement of the quality of the product is seen as the only way to maintain a high level of customer satisfaction.
TQM also recognizes that product quality is the result of process quality
Elimination of waste is a major component of the continuous improvement approach.
There is also a strong emphasis on prevention rather than detection, and an emphasis on quality at the design stage.
The customer-driven approach helps to prevent errors and achieve defect-free production
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Fast ResponseFast Response
To achieve customer satisfaction, the company has to respond rapidly to customer needs.
This implies short product and service introduction cycles. These can be achieved with customer-driven and process-
oriented product development because the resulting simplicity and efficiency greatly reduce the time involved
Simplicity is gained through concurrent product and process development.
Efficiencies are realized from the elimination of non-value-adding effort such as re-design.
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Actions based on factsActions based on facts The statistical analysis of engineering and manufacturing The statistical analysis of engineering and manufacturing
facts is an important part of TQM. facts is an important part of TQM. Facts and analysis provide the basis for planning, review Facts and analysis provide the basis for planning, review
and performance tracking, improvement of operations, and and performance tracking, improvement of operations, and comparison of performance with competitors comparison of performance with competitors
In practice, data is collected and put in the hands of the In practice, data is collected and put in the hands of the people who are in the best position to analyze it and then people who are in the best position to analyze it and then take the appropriate action to reduce costs and prevent non-take the appropriate action to reduce costs and prevent non-conformance. conformance.
Usually these people are not managers but workers in the Usually these people are not managers but workers in the process process
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Employee participation A successful TQM environment requires a committed
and well-trained work force that participates fully in quality improvement activities.
Such participation is reinforced by reward and recognition systems which emphasize the achievement of quality objectives.
On-going education and training of all employees supports the drive for quality.
Employees are encouraged to take more responsibility, communicate more effectively, act creatively, and innovate
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A TQM CultureA TQM Culture
An open, cooperative culture has to be created by management for a successful TQM implementation.
Employees have to be made to feel that they are responsible for customer satisfaction.
They are not going to feel this if they are excluded from the development of visions, strategies, and plans and it's important they participate in these activities.
They are unlikely to behave in a responsible way if they see management behaving irresponsibly - saying one thing and doing the opposite.
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Awards for quality achievementsAwards for quality achievements
The Deming prize has been awarded annually since 1951 by the Japanese union of scientists and engineers in recognition of outstanding achievement in quality strategy, management and execution.
Since 1988 a similar award (the Malcolm Baldrige national quality award) has been awarded in the us.
Some of the winners of the Baldrige award include AT&T (1992), IBM (1990), Milliken (1989), Motorola (1988), Texas Instruments (1992) and Xerox (1989).
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Comparison of BPR and TQMComparison of BPR and TQM
TQM and BPR both strive to achieve the outcome of organisational improvement, it is the method, degree, and time length of improvement in which they differ.
TQM focuses improving the current organizational processes by continuous incremental improvements for the long-term benefit.
On the other hand BPR employs a dramatic and radical redesign methods to completely change the organizational processes for increased improvements and short-term success.
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Contd. Specialized single processes that were originally
carried out by many different employees are no longer necessary as employees are empowered with the responsibility of making more decisions.
Employees will no longer be trained only in their own field but also will be familiarized with other fields in order to respond to any problems encountered
An important difference between TQM and BPR to note is that BPR involves greater a risk than TQM because BPR requires a greater increase in productivity, there are changes to all the processes.
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Contd.Contd. Both TQM and BPR may bring about some employee
resistance, not just to the changes but to potential employee downsizing which may occur due to implementation of new information systems and the specialised processes
The cost of implementation between the two methodologies is also different. BPR will require a relatively high amount of money as it requires major restructuring, whereas TQM will generally require less money due to its simple principles.
The use of technologies is another difference between TQM and BPR, BPR may focus around a certain piece of major technology whereas TQM may implement minimal it, this issue will be discussed later on.
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ROLE OF IS IN TQM AND BPR PROJECTS
BPR and TQM both use is however a stronger reliance lies with BPR because new processes may be engineered around a certain system like a wireless network or database system.
TQM will rely less on is but will still implement it in some form, such as setting up simple computer terminals to input/print customer invoices or to log appointments.
However is and it implementation alone cannot insure success