Introduction and Overview

The what and why of business process reengineering (BPR)

• Maximizing competitive advantage through radical redesign
• The need for reengineering
• Determining what reengineering is and is not
• Focusing on the business process
• Achieving cost reduction and revenue generation goals

Applying the proven CLAMBRE/UML framework for reengineering

• Modeling standards: UML and BPMN
• Customers vs. stakeholders
• Identifying activities and information structure
• Creative right-brain thinking

Targeting the Customer

Exploring the customer interface

• Expanding customer roles with aggregation
• Refining customer types using generalization
• Establishing an accurate customer profile

Documenting customer values and needs

• Service provision vs. product supply
• Evaluating customer satisfaction: quality, flexibility, speed, cost, service
• Categorizing customer relationships using the PRIDE checklist
• Assessing how effectively the business process meets customer needs

Modeling the Business Process

Pinpointing processes for reengineering

• Uncovering core business processes
• Choosing suitable metrics to assess process performance
• Detecting business process antipatterns
• Presenting findings to senior management

Describing worker roles and responsibilities

• Identifying anomalies in worker roles using cross-reference matrices
• Mapping a business process using UML activity diagrams
• Partitioning activities between roles

Analyzing the Business Process

Detailing business processes

• Selecting appropriate UML tools
• Scoping the process with UML use case diagrams
• Pinpointing key business actors
• Modeling alternative workflows
• Capturing ineffective business activities

Exploring the business structure

• Revisiting organization infrastructure
• Mapping information using class diagrams
• UML business stereotypes
• Designating process architecture with communication diagrams
• Removing restrictive structures

Redesigning the Business Process

Maximizing the benefits of information technology

• Web-enabled technology
• Interaction through social spaces
• Designing future-proof business systems
• Business intelligence solutions
• Enterprise Information Systems

Redefining customer-process boundaries

• Adapting the business process to benefit specific customer types
• Integrating and capitalizing on technology opportunities
• Personalizing the process
• Meeting and exceeding customer expectations

Creating the new process using best business practice

• Incorporating business patterns
• Resolving process anomalies
• Comparing strategic alternatives
• Ensuring durable, reliable information management

Rolling Out the Reengineered Process

• Reeducating the workforce
• Linking metrics with customer satisfaction
• Supporting ongoing process improvement
• Monitoring and measuring results
• Demonstrating success