Analisis Proses Bisnis
Analisis Proses Bisnis
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Introduction to Balanced ScorecardIntroduction to BPR
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Introduction to Balanced Scorecard
Developed by Robert Kaplan (Harvard) and David Norton early 90s..
The balanced scorecard is a strategic management system (not only a measurement system) Internal assessment, improvement and reporting
system Key is the link to the strategic plan
System to turn strategy into action
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The balanced scorecard retains traditional financial measures. But financial measures tell the story of past events, an adequate story for industrial age companies for which investments in long-term capabilities and customer relationships were not critical for success. These financial measures are inadequate, however, for guiding and evaluating the journey that information age companies must make to create future value through investment in customers, suppliers, employees, processes, technology, and innovation. Kaplan & Norton
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Balanced Scorecard
Enables organizations to clarify their vision and strategy and translate them into action
It provides feedback about both the internal business processes and external outcomes
Continuous improvement of strategic performance and results.
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The balanced scorecard suggests that we view the organization from four perspectives: The learning growth perspective The business process perspective The customer perspective The financial perspective
Develop metrics, collect data and analyze relative to each of these perspectives
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LOGOLearning and Growth
Perspective
Development of the human resources This perspective supports the concept that people are a
company's main resource and most valuable asset metrics defined for this perspective must measure various
aspects of employee improvement, growth, and satisfaction.
• personnel training and improvement • cultivation of corporate culture• organizational development, including the nurturing of corporate
experts, gurus, and mentors• setting up of fast and efficient knowledge transfer infrastructure• opening up of communication lines among personnel
LOGOBusiness Processes
Perspective
Internal business processes. These metrics, which measure various aspects
(efficiency, speed, quality, etc.) of how well the company's products, services and internal support systems are produced or delivered
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The customer perspective
Focus on customer satisfaction. Rigorous data analysis to understand the
customer Difficult to reflect the true sentiment of the
customer.
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Financial Perspective
Indicates if the transformation of strategy leads to economic success
Define the financial performance that the strategy is to achieve Revenue growth Cost reduction
• Cost reduction from energy efficiency
Measures the effectiveness of the other perspectives
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Characteristics of good metrics
reflect the true present status of the company from many different perspectives
provide constructive feedback to various company processes, leading to continuous improvement
show trends in company performance over time, facilitating adjustments to changes
quantify many things, making analyses more accurate and solutions more effective.
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Close the loop
once the metrics have been defined and implemented
scorecard data becomes available, follow-through becomes imperativemovements in the metrics must be analyzed to
identify their causes. Causes that produce positive (negative)
changes must be sustained or enhanced (eliminated)
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What is BPR?
Reengineering is the fundamental rethinking and redesign of business processes to achieve dramatic improvements in critical, contemporary measures of performance, such as cost, quality, service and speed.
(Hammer & Champy, 1993)
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BPR is Not?
AutomationDownsizingOutsourcing
LOGOBPR Versus Process
Simplification
Process Reengineering
Radical TransformationVision-Led
Change Attitudes & BehaviorsDirector-Led
Limited Number of Initiatives
Process Simplification
Incremental ChangeProcess-Led
Assume Attitudes & BehaviorsManagement-Led
Various Simultaneous Projects
(Source Coulson-Thomas, 1992)
LOGOBPR Versus Continuous
Improvement
Process Reengineering
Radical TransformationPeople & Technology Focus
High InvestmentRebuild
Champion Driven
Continuous Improvement
Incremental ChangePeople Focus
Low InvestmentImprove ExistingWork Unit Driven
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What is a Process?
A specific ordering of work activities across time and space, with a beginning, an end, and clearly identified inputs and outputs: a structure for action.
(Davenport, 1993)
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What is a Business Process?
A group of logically related tasks that use the firm's resources to provide customer-oriented results in support of the organization's objectives
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Why Reengineer?
Customers Demanding Sophistication Changing Needs
Competition Local Global
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Why Reengineer?
Change Technology Customer Preferences
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Why Organizations Don’t Reengineer?
Complacency* A feeling of contentment or self-satisfaction,
especially when coupled with an unawareness of danger, trouble, or controversy.
An instance of contented self-satisfaction.
*www.dictionary.com
Political Resistance
New Developments
Fear of Unknown and Failure
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Performance
BPR seeks improvements of
Cost Quality Service Speed
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Origins
Scientific Management. FW Taylor (1856-1915). Frederick Herzberg - Job Enrichment Deming et al - Total Quality Management and
Kaizen In Search of Excellence (Peters and Waterman) Value-Added Analysis (Porter).
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Key Characteristics
Systems Philosophy Global Perspective on Business Processes Radical ImprovementIntegrated ChangePeople CentredFocus on End-CustomersProcess-Based
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TransformationInputs Outputs
Feedback
Environment
Systems Perspective
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Process Based
Added Value BPR Initiatives must add-value over and above
the existing process
Customer-Led BPR Initiatives must meet the needs of the
customer
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Radical Improvement
Sustainable Process improvements need to become firmly
rooted within the organization
Stepped Approach Process improvements will not happen over night
they need to be gradually introduced Also assists the acceptance by staff of the
change
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Integrated Change
Viable Solutions Process improvements must be viable and
practical
Balanced Improvements Process improvements must be realistic
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People-Centred
Business UnderstandingEmpowerment & ParticipationOrganizational Culture
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Focus on End-Customers
Process improvements must relate to the needs of the organization and be relevant to the end-customers to which they are designed to serve