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2
1. PhmThLc Xun2. L Th Thanh Tho
3. L Anh Duy4. V Vn Anh5. inhHuThiu
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Challenges in workflow redesign4
Introduction1
2
3
Notes and tips5
3
Real example
Workflow redesign process
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What
When
Why
Who
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What?
Business Process
Business Process Management (BPM)
Business Process Redesign
Workflows
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What?
A collection of
activities that
takes one ormore kinds of
input and creates
an output that isof value to the
customer.
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What?
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What?
Business process Management (BPM)
Activities
Productionplanning
Resourceassignment
Budgeting
Exceptionhandling
Relevantvariables
Number of alreadycommitted resources
Expected size of thework
Number of orderswithin the process
Required skills
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What?
A fundamentalrethinking and
radical redesign ofbusiness processesto achieve dramatic
improvements incritical measures ofperformance, such
as cost, quality,service, and speed.
Automating
Downsizing
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What?
Workflow
WorkflowManagement
Systems
Delivering
Right piece ofwork
Rightresources
Right time
MeritsFlexibility
Optimization
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When?
Companies that see trouble coming.
Companies that are in peak condition.
Companies in deep trouble
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Why?
How to be better?
Increase of productivity
Cost saving
Meeting consumer needs
Consistency andstandardization
Improved internal control
Implementation of KPIs
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Who?
Leader
Process Owner
Reengineering team
Steering Committee Reengineering Czar
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AccountsPayable
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Payment6
AccountsPayable
Vendor
Receiving
Purchasing
Purchase order1
Goods3
Receivingdocument
4
Invoice5
Copy ofpurchase
order
2
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16/57- 19 - Minder Chen, 1993-2011
Vendor
Receiving
Data base
Purchasing
3
Purchaseorder
1
Purchase order 1
Accounts
Payable
Goods
2
Goodsreceived
2
Payment
4
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Prepare
Visioning
Identifying
Appoint a redesigningteam
Map & AnalyzeAs-Is process
Analyzing Currentprocess
Consulting
Design To-Beprocess
Redesigning
Evaluating
Implement
Real actions
Monitor,measure andimprove
Monitoring
Improving
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Visioning IdentifyingAppoint a
redesigning
team
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Bottleneck
Cross-functional or cross-organizational
units
Core processes that have high impacts
Front-line and customer serving - the
moment of the truth
Value-adding
Feasible 24
SELECTION
CRITERIA
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25
Overview
Ability to focus on end-customers
Ability to challenge fundamental
assumptions
Courage to deliver and venture into
unknown areas
Ability to assume individual and collective
responsibility
SKILLS:
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Prepare
Visioning
Identifying
Appoint a redesigningteam
Map & AnalyzeAs-Is process
Analyzing Currentprocess
Consulting
Design To-Beprocess
Redesigning
Evaluating
Implement
Real actions
Monitor,measure andimprove
Monitoring
Improving
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Over
processdata
consultant
External
Factor
Internal
Capacities27
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Cycle time
Cost
Input quality
Output quality
Frequency and distribution of
inputs
MEASURE
CRITICAL
PROCESS
METRICS
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Prepare
Visioning
Identifying
Appoint a redesigningteam
Map & AnalyzeAs-Is process
Analyzing Currentprocess
Consulting
Design To-Beprocess
Redesigning
Evaluating
Implement
Real actions
Monitor,measure andimprove
Monitoring Improving
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Costs
Design andimplementing
Hire and train
Developsupporting IS
Equipment
and facilities
Benefits
Customerrequirements
Breakthroughgoals
Performancecriteria
Constraints
Risks
Technologyavailabilityand maturity
Time required
Learningcurve
Cost andscheduleoverrun
Evaluation Criteria
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Prepare
Visioning
Identifying
Appoint a redesigningteam
Map & AnalyzeAs-Is process
Analyzing Currentprocess
Consulting
Design To-Beprocess
Redesigning
Evaluating
Implement
Real actions
Monitor,measure andimprove
Monitoring Improving
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Executive management
determination and attempts of
resistance
Positive effects of change
Train the operation of new
processes
ACTIONS
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Prepare
Visioning
Identifying
Appoint a redesigningteam
Map & AnalyzeAs-Is process
Analyzing Currentprocess
Consulting
Design To-Beprocess
Redesigning
Evaluating
Implement
Real actions
Monitor,measure andimprove
Monitoring Improving
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Monitoring Improving
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Tools
1 Flowchart
2 Swim Lane Diagrams
3 Value Stream Map
4
Spaghetti Diagrams
5 A3 Problem Solving Format
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Flowchart
?
Start 1st process step
Process Step
Decision
Data
Predfined Process
Document
End ( last process step )Tools
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Check in
Check out
1st
visit
Move to
room
exam
Vitals
Forms
Yes
NO
Tools
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Swim Lane Diagrams
Tools
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Value Stream Map
Tools
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Spaghetti Diagrams
Tools
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A3 Problem Solving Format
Tools
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Risks and
Challenges ofBPR
Technicalchallenges
Socioculturalchallenges
Project management
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Process Simplification is Common
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Desire to Change Not Strong Enough
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Start Point the Existing Process Not a Blank Slate
Commitment to Existing Processes Too Strong
Reliance on existing process too strong47
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Process under review too big or too small
REMEMBER - If it isnt broke
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The costs of the change seem too large
49
5
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BPR isolated activity not aligned to the
business objectives
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Allocation of resources
Poor timing and planning
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Keeping the team and organization on
target
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Always start with the customerand work
backwards.
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Move fast.
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Tolerate risk.
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Accept imperfections along the way.
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Dont stop too soon.
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P R E P A R E
R E T H I N K I N G
T I V I T Y
YETARTS G
S Y S T E M
I D E N T I F Y
G O A L
OITAVO NI N N
P R O D U C
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