Chapter 8: Process Redesign
Contents
1. The Essence of Process Redesign
2. Transactional Methods
3. Transformational Methods
4. Recap
SEITE 1
Process Redesign in the BPM Lifecycle
Management Processes
Process Define Vision Develop Strategy Implement
Strategy
Manage Risk
les for BPM lifecycle and process mining identification Core Processes
Procure Procure Market Deliver
Manage
Customer
Materials Products Products Products
Service
35h B 30h Support Processes
15h Process architecture Manage Personnel
Manage
Information Manage Assets
A E
D
5m 3m 5m 10m 30m 2h 10m
15m
C
1.5h 10min
Conformance and Process As-is process
performance
discovery model
insights
A B C D E
Process Process
monitoring analysis
Executable Insights on
process weaknesses and
model their impact
Process Process
implementation To-be process redesign
model
Chapter 7: Quantitative Process Analysis
Contents
1. The Essence of Process Redesign
2. Transactional Methods
3. Transformational Methods
4. Recap
SEITE 3
Motives for Process Redesign
Positive motive:
▪ The urge of organizations to innovate
Reactive motive:
▪ Fight organizational entropy
The Abernaty-Utterback Model
Exercise 8.1: Organizational Entropy
métal, machine, fenêtre, verre, industrie, construction, acier
▪ Can you identify business
processes from your own
experience that were efficient at
some stage, but which have
become unnecessarily
complex?
6
Elements of redesign
1. the internal or external customers of the business process,
2. the business process operation view, which relates to how a business process is
implemented, specifically the number of activities that are identified in the process and
the nature of each, and
3. the business process behavior view, which relates to the way a business process is
executed, specifically the order in which activities are executed and how these are
scheduled and assigned for execution,
4. the organization and the participants in the business process, captured at two levels:
a) the organization structure (elements: roles, users, groups, departments, etc.), and
b) the organization population (individuals: agents which can have activities assigned for
execution and the relationships between them),
5. the information that the business process uses or creates,
6. the technology the business process uses, and
7. the external environment the process is situated in.
7
Process Redesign
▪ Is a substantial and intentional change of a business process,
▪ Is primarily concerned with changing the business process itself,
covering both its operational and behavioral view,
▪ Extends to changes that are on the interplay between on the one
hand the process and on the other the organization or the external
environment that the process operates in, the information and
technology it employs, as well as the products it delivers to its
customers.
The Devil’s Quadrangle
“improving a process along one dimension may very well weaken its performance along another”
The Redesign Orbit
Ambition
Transactional Methods Transformational Methods
▪ Seek to identify problems and resolve ▪ Aim to achieve breakthrough innovation
them incrementally, one step at a time ▪ Put into question the fundamental
▪ Do not challenge the current process assumptions and principles of the
structure existing process structure
Nature
Analytical Methods Creative Methods
▪ Tend to have a strong mathematical and ▪ Rely on human creativity and ingenuity
quantitative focus ▪ Embrace group dynamics
▪ Embrace tools and technology
Perspective
Inward-looking Methods Outward-looking Methods
▪ Consider the process from the ▪ Consider the process from an outsider’s
perspective of the internal organization perspective
▪ Draw from objectives and performance ▪ Are driven by external opportunities and
measurement developments
The Redesign Orbit
Chapter 8: Process Redesign
Contents
1. The Essence of Process Redesign
2. Transactional Methods
3. Transformational Methods
4. Recap
Transactional Methods
Analytical:
employ all kinds of tools, involve statistics, and are strongly rationalized
Inward-looking Outward-looking
▪ Six Sigma ▪ Benchmarking
▪ Theory of Constraints ▪ ERP-driven Redesign
▪ TRIZ ▪ Lean
▪ Positive Deviance
▪ Heuristic Process Redesign
strongly focus on the existing process in an fundamentally outward-looking by taking an
organization as a starting point external perspective on process redesign
Transactional Methods
Creative:
unleashing the creativity of people
Inward-looking Outward-looking
▪ 7FE ▪ Crowdsourcing
▪ BPTrends
emphasis on engaging professionals that tapping into the skills and knowledge of
already play a role within a targeted people outside their organizational borders
business process
7FE
https://www.managementbyprocess.com/
7FE
Facilitators:
• Need to ask lots of “what if” and “why this” questions,
• Should not accept what he is or she is told (the first time),
• Must look for the second ‘right’ answer,
• Will regularly change the question and come it at from a different direction,
• Shall challenge the rules of the process, https://upload.wikimedia.org/wikipedia/commons/thumb/c/c4/GLAM-WIKI_2015-Sunday-Session_1-Workshop_%283%29.JPG/450px-GLAM-WIKI_2015-Sunday-Session_1-Workshop_%283%29.JPG
• Need to rely on intuition.
Heuristic Process Redesign
▪ Uses a fixed list of redesign heuristics to determine potential improvement actions
on an existing process.
▪ For each of the set performance goals, redesign team reflects on relevant
heuristics that may be applied: A redesign heuristic is desirable to apply if it helps
to attain the desired performance improvement of the process under consideration.
▪ Applicable and desirable redesign heuristics are clustered
▪ On basis of these clusters, a set of scenarios can be generated, each of which
describes which redesign heuristics are applied in this scenario and, importantly,
how this is done.
Example Heuristics for Time
▪ Parallelism: “Put activities in parallel”. Activities in a business process are often ordered in a
strictly sequential way even though there is no good reason for doing so. Some activities may
well be carried out in an arbitrary order or even simultaneously. By allowing a less restrictive
choice on the order in which activities are executed, a business process can be carried out
faster.
▪ Case-based work: “Remove batch-processing and periodic activities”. Notable sources of
delays in business processes exist where individual cases:
▪ get piled up in a batch that is only processed once all its items are available, or
▪ are slowed down by periodic triggers, e.g., a computer system is only available at one
specific slot during the day.
Getting rid of such constraints is in general a good way to significantly speed up a process.
Example Heuristics for Cost
▪ Activity elimination: “Eliminate unnecessary activities”. Over time, processes get
clogged up with activities that were useful at some point but have lost their purpose
or rationale. Control activities, i.e., activities that are incorporated in a process to fix
problems, are prime examples of non-value adding activities. Getting rid of
unnecessary activities is an effective way to reduce the cost of handling a case.
▪ Empower: “Give workers decision-making authority”. In traditional settings, people
have to authorize the outcomes of activities that have been performed by others. If
workers are empowered to take decisions autonomously, this may render much of
the work of middle managers superfluous, in this way reducing cost significantly.
Example heuristics for Quality
▪ Triage: “Split an activity into alternative versions”. By creating alternative versions of an activity,
it is possible to better deal with the variety of cases that need to be processed. An alternative
activity essentially pursues the high-level goal of the original activity but is either geared
specifically to a sub-category of cases that are being encountered (e.g., orders of special
customers vs. all customers) or exploits the characteristics of the resource class that is
assigned to it (e.g., senior clerks vs. all clerks). By aligning work more specifically to the
properties of particular cases, the quality of work delivered improves.
▪ Case assignment: “Let participants perform as many steps as possible ”. If someone carries
out an activity, then that person becomes acquainted at some level with the case for which the
work is done. That knowledge accumulates with each activity that is done for the same case.
By making one participant the preferred resource for any work that needs to be carried out for a
particular case, this knowledge can be leveraged to deliver a high standard of work.
23
Example Heuristics for Flexibility
▪ Flexible assignment: “Keep generic participants free for as long as possible”. Suppose that an
activity can be executed by either of two available participants, then it should be assigned to
the most specialized person. In this way, the likelihood to commit the free, more general
participant to another work package is maximal. The advantage of this heuristic is that an
organization stays flexible with respect to assigning work.
▪ Centralization: “Let geographically dispersed resources act as if they are centralized”. This
heuristic is explicitly aimed at exploiting the benefits of a Business Process Management
System (BPMS). After all, if a BPMS takes care of assigning work to process participants it
becomes less relevant where these resources are located geographically. In this way,
resources can be committed more flexibly.
Exercise 8.9: Negative Effects
▪ In recognition of the Devil’s Quadrangle, each heuristic can also have negative
side-effects when applied. Can you imagine what negative impact the Frequenz
redesign scenario may have on the performance of the rental car collection
process in terms of Cost and Flexibility?
File:Hertz car rental office Livonia Michigan.JPG
25
Full Set of Redesign Heuristics
▪ Control relocation ▪ Split responsibilities
▪ Contact reduction ▪ Customer teams
▪ Integration ▪ Numerical involvement
▪ Case types ▪ Case manager
▪ Activity elimination ▪ Extra resources
▪ Case-based work ▪ Specialist-generalist
▪ Triage ▪ Empower
▪ Activity composition ▪ Control addition
▪ Resequencing ▪ Buffering
▪ Parallelism ▪ Activity automation File:Eye movements of a chess champion nc.jpg
▪ Knock-out ▪ Integral technology
▪ Exception ▪ Trusted party
▪ Case assignment ▪ Outsourcing
▪ Flexible assignment ▪ Interfacing
▪ Centralization
SLIDE 26
Chapter 8: Process Redesign
Contents
1. The Essence of Process Redesign
2. Transactional Methods
3. Transformational Methods
4. Recap
The Redesign Orbit
empty
Transformational Methods
Creative: unleashing the creativity of people
Design-led Innovation:
▪ aims to provide organizations with an understanding of the deep emotional ties that
consumers develop with their products.
▪ Its basic tenet is that people are not only served by the form and function of a
product, but also through the experience its usage invokes.
▪ Based on this understanding, organizations may pursue innovations that customers
do not expect, but which they eventually grow passionate about.
File:Delta + Alessi (33040822500).jpg
Transformational Methods
Creative: unleashing the creativity of people
NESTT: Navigate, Expand, Strengthen, and Tune/Take-off.
▪ Its defining feature is how participants in a workshop setting use the spatial
affordances of a dedicated room.
NESTT
31
Transformational Methods
Creative: unleashing the creativity of people
Process Model Canvas:
▪ allows firms to reason about the
value proposition behind their
business processes.
The Redesign Orbit
empty
true transformations hardly emanate from reasoning from an internal perspective only
The Redesign Orbit
Transformational Methods
Business Process Reengineering
Michael Hammer collected the following insights:
1) No successful organization relies on piecemeal improvement of what
was already carried out. Rather, strong ambition leads to huge
rewards
2) While information technology is a crucial asset in redesigning business
processes, it is necessary to go beyond pure automation of what is
already being done Michael Martin Hammer.jpg
3) Organizations need to break away from a set of
ingrained patterns of organizing work that prevent
business processes from being carried out in an
integrated, cross-functional way
Transformational Methods
Business Process Reengineering
Properties:
• The objective is to completely overhaul a process, which puts it in the
transformative sphere.
• It is analytical because it relies on such a set of clearly defined
principles, in contrast to what a group of people comes up with,
• It is mostly inward-looking since it still operates within the scope
and context of the existing process it aims to overhaul.
Transformational Methods
Business Process Reengineering
Redesign principles:
1. Make sure that information is captured fresh, at the moment it is
produced, and at the source by the stakeholder who is producing it..
2. Integrate information processing work, i.e., work that involves
capturing or processing information, with the real work where this
information is produced.
3. Let those who have an interest in the output of a process not only
participate in it but drive it all the way.
4. Put every decision point in a process preferably at the place where
work is performed.
The Redesign Orbit
Transformational Methods
Product-Based Design
Properties:
• The objective is to completely overhaul a process, which puts it in the
transformative sphere.
• It is analytical in nature since it relies on a formal, almost purely
algorithmic way of developing a new business process.
• It is outward-looking because of the artifact that takes center stage
in this method: It is the product that a business process aims to
deliver.
Transformational Methods
Product-Based Design
2.
1.
Process
? Product
Transformational Methods
Product-Based Design
rappeltijd x weken
activeren ROF run
herinneringsbrief
verzenden ROF
uitzetten
ROF van de klant klaar voor scannen
scannen ROF
doorsturen naar UA beoordelen ROF brief schrijven
mutaties onjuist of onleesbaar
geheel goed (alsnog) te laat
herbeoordelen genereren nieuwe
ROF
uitkeren
mutaties verwerken
klaar voor deblokkeren
blokkeren boete
deblokkeren AWB-IFO blokkeren uitkering opsturen boete
procedure
opsturen nieuwe en
klaar voor einde oude ROF
Einde
Product Product Data Process
specifications Model
Chapter 8: Process Redesign
Contents
1. The Essence of Process Redesign
2. Transactional Methods
3. Transformational Methods
4. Recap
SEITE 42
Recap
▪ Process redesign can be motivated from a positive and a reactive angle
▪ Process redesign can be understood by considering the different elements of a
process:
▪ customers, business process operation, business process behavior,
organization structure, organization population, information, technology, and the
external
▪ The Devil’s Quadrangle clarifies that many redesign options have to be discussed
from the perspective of a trade-off between time, cost, quality, and flexibility
▪ The Redesign Orbit provides a spectrum of redesign methods using three axes:
▪ nature, ambition, and perspective
▪ Redesign methods have their own distinctive characteristics
SLIDE 43
