Bpr Case Studies

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Business process reengineering

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Bpr Case Studies

  1. 1. Business Process Re-engineering Case Studies
  2. 2. Case Study: Leasing Company
  3. 3. Case Study: Leasing Company Credit checking Pricing Terms and conditions Policy issuing The old process
  4. 4. Case Study: Leasing Company Control Desk Credit checking Pricing Terms and conditions The ‘improved’ process
  5. 5. Case Study: Leasing Company Deal structure Advisors Request Response The re-engineered process
  6. 6. Case study: Electricity Utility
  7. 7. Case study: Electricity Utility Advisors Customer Service Representative Request Response
  8. 8. Case study: Electricity Utility <ul><li>The impact on IS </li></ul><ul><li>New system capabilities </li></ul><ul><li>- scripting of interactions </li></ul><ul><li>- accessible product information </li></ul><ul><li>- customer database and service history </li></ul><ul><li>- access to field repair schedules </li></ul><ul><li>- evaluation of customer requirements </li></ul><ul><li>- diagnostic assistance </li></ul><ul><li>- ability to invoke operational systems for resolution </li></ul>
  9. 9. Case study: Electricity Utility <ul><li>The impact on People </li></ul><ul><li>The new job functions </li></ul><ul><ul><li>- single point of assistance for all customer concerns </li></ul></ul><ul><ul><li>- empowered to resolve customer issues </li></ul></ul><ul><ul><li>- problem-solving, not just question-answering </li></ul></ul><ul><ul><li>- continuity of customer relationships overtime </li></ul></ul><ul><ul><li>- after-market selling </li></ul></ul><ul><ul><li>- strong people orientation </li></ul></ul>
  10. 10. <ul><li>Banking & Finance </li></ul><ul><li>ATM </li></ul><ul><li>24-hour banking </li></ul><ul><li>On-line loan applications </li></ul><ul><li>Automated accounts enquiry </li></ul><ul><li>CRM </li></ul><ul><li>E-banking </li></ul>Case study: Other businesses
  11. 11. <ul><li>Post Office </li></ul><ul><li>Multi-service counter vs Single-service counter </li></ul><ul><li>Courier services </li></ul><ul><li>One-stop centre (including stationery; gifts; etc.) </li></ul><ul><li>One-stop bills payment e.g. telephone; electricity bills </li></ul><ul><li>Driving license renewals </li></ul>Case study: Other businesses
  12. 12. Case study: Other businesses <ul><li>Government </li></ul><ul><li>Smart card - multiple use </li></ul><ul><li>Machine readable passports </li></ul><ul><li>“ Re-engineered” forms </li></ul><ul><li>Driving license renewals at post offices </li></ul><ul><li>Electronic Government - paperless environment </li></ul>

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