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Bpr Case Studies

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Business process reengineering

Business process reengineering

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

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