Streamlining improves business process e*ciencies by simplifying or
eliminating unnecessary steps. Bottlenecks occur when resources reach full
capacity and cannot handle any additional demands; they limit throughput
and impede operations. Streamlining removes bottlenecks, an important step
if the efficiency and capacity of a business process are being increased.
Business process reengineering (BPR) is the analysis and redesign of
work&ow within and between enterprises and occurs at the systems level or
companywide level and is the end-to-end view of a process.
A current cable subscriber calls up to change the date for activating the
service at a new address from Feb. 22 to March 1. The subscriber is
successful and hangs up the phone happy. However, on February 22nd the
cable at the current home is disconnected and the customer is no longer
happy. The customer service representative forgot to change the date of the
disconnection and only changed the date of the activation.
Practically speaking, these two events will almost always be linked - and the
system probably should have prompted the customer service representative
to ask if they were. The point: In focusing on business process, it is important
to facilitate real-world tasks that are, by nature, "integrated."
Examining And Reengineering A College Business Process
Ask your students to discuss issues they have encountered around the
college due to an inefficient or ineffective process. Choose one of the
processes, break your students into groups, and ask them to reengineer the
process. How would they change it to make it more effective or more
efficient? Would they add a new technology device to help with the process
such as a scanner, PDA, or RFID? Be sure to have them diagram the As-Is
process and the To-Be process. Have them present their reengineered
processes to the class.
Reengineering a Process
There is nothing more frustrated than a broken process. Ask your students to
break into groups and discuss examples of broken processes that are
currently causing them pain. The process can be a university process,
mail-order process, Internet-order process, return merchandise process, etc.
Ask your students to agree on one of the broken processes and to reengineer
the process. Students should diagram the “As-Is” process and then diagram
their “To-Be” process. Bring in a large roll of brown package wrapping paper
and masking tape. Give each group two large pieces of the paper and ask