[To download this presentation, visit: https://www.oeconsulting.com.sg/training-presentations] In this Business Process Reengineering (BPR) presentation, we delve into the dynamic landscape of modern business, influenced by the three Cs: customers, competition, and change. Traditional organizations, originally designed for stability and mass production, now face challenges in a world that demands flexibility and swift adaptability. While automation has its merits, its scope often falls short of driving fundamental performance improvements. Enter BPR, spearheaded by Michael Hammer and James Champy, which transcends mere automation. BPR is synonymous with radical redesign, a transformative approach that seamlessly integrates with modern technologies like AI and ML. It's about reimagining entire processes and organizational structures, with digital transformation technologies playing a supporting role. BPR's relevance remains paramount, particularly in the current landscape where the pandemic has accelerated digital transformation efforts. Organizations are turning to BPR to not only enhance customer experiences but also to optimize operations and achieve transformative results. Digital transformation technologies, strategically integrated into the BPR framework, serve as enablers for this comprehensive process redesign. Our presentation introduces the core concepts of BPR, positioning it at the forefront of organizational evolution, supported by the seamless integration of digital transformation technologies. Drawing insights from successful BPR implementations at companies like Hallmark, Taco Bell, and Xerox, we highlight the immense potential of this approach. It goes beyond traditional IT applications, unlocking substantial cost savings, elevating customer satisfaction, and enhancing operational flexibility. This balanced narrative empowers management teams to navigate the BPR journey effectively in the modern era, where process redesign and digital transformation go hand in hand. LEARNING OBJECTIVES 1. Acquire a comprehensive understanding of the principles and modern concepts of Business Process Reengineering (BPR). 2. Familiarize with the distinctive characteristics of reengineered processes in the context of contemporary business practices. 3. Learn a structured and technologically-informed approach to transform processes, optimizing them for maximum productivity. 4. Gain insights into the profound impacts of BPR on organizational dynamics and acquire guidelines for effective change management in the digital era. CONTENTS 1. Key Concepts & Principles 2. Process Management 3. Overview of BPR 4. Organizing for BPR 5. Process Diagnosis 6. Process Redesign 7. Process Deployment 8. Oraganizational Impact of BPR 9. Guidelines for Change Management 10. Pitfalls to Avoid

1. Process
Deployment
Process
Redesign
Process
Diagnosis
Organize
for BPR
BUSINESS PROCESS
REENGINEERING (BPR)
Innovate, Transform, Succeed
© Operational Excellence Consulting. All rights reserved.

2. © Operational Excellence Consulting
LEARNING OBJECTIVES
2
Acquire a comprehensive
understanding of the
principles and modern
concepts of Business
Process Reengineering
(BPR).
Learn a structured and
technologically-informed
approach to transform
processes, optimizing
them for maximum
productivity.
Familiarize with the
distinctive characteristics
of reengineered processes
in the context of
contemporary business
practices.
Gain insights into the
profound impacts of BPR
on organizational
dynamics and acquire
guidelines for effective
change management in
the digital era.
NOTE: This is a PARTIAL PREVIEW.
To download the complete presentation, please
visit: https://www.oeconsulting.com.sg

3. © Operational Excellence Consulting
CONTENTS
3
Process Management
2
Overview of BPR
3
Key Concepts & Principles
1
Organizing for BPR
4
Process Diagnosis
5
Process Deployment
7
Organizational Impact of BPR
8
Process Redesign
6
Guidelines for Managing Change
9
Pitfalls to Avoid
10

4. © Operational Excellence Consulting
Adaptive CRM for
Personalized
Experiences
Enhanced Financial
Outcomes Through
Innovation
Future-Proofing
Through
Continuous
Improvement
Unleashing Digital
Synergy for
Operational
Excellence
UNLEASHING TRANSFORMATION: THE BUSINESS CASE FOR BPR
4
Strategic Evolution
Amidst Fierce
Competition
Meeting Dynamic
Customer
Expectations
Breaking Down
Silos Through
Integration
Agile Response to
Technological
Shifts

5. © Operational Excellence Consulting
BPR IN ACTION: TRANSFORMATIVE SUCCESS STORIES
5
Improvement:
Implemented BPR to
restructure
manufacturing
processes and supply
chain management.
Result: Achieved cost
savings, reduced
production lead times,
and improved overall
production efficiency.
Improvement:
Employed BPR to
optimize product
development and supply
chain processes.
Result: Realized cost
savings, faster time-to-
market for new
products, and increased
competitiveness in the
market.
Improvement:
Applied BPR to
streamline document
processing and
workflow management.
Result: Achieved
substantial cost savings,
increased productivity,
and improved customer
service through the
integration of modern
technologies.
Improvement:
Employed BPR to
optimize order fulfillment
and logistics processes.
Result: Realized
enhanced operational
efficiency, faster
delivery times, and
improved customer
experience.

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“
BPR is the fundamental
rethinking and radical redesign
of business processes enabled
by information technology to
achieve dramatic improvements
in business performance.”
HAMMER & CHAMPY
6

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● Not another idea imported from
Japan
● Not automation or implementing an
IT system
● Not incremental improvement or a
quick repair job
WHAT BPR IS NOT: DEBUNKING COMMON MISCONCEPTIONS
● Not outsourcing
● Not downsizing
● Not a bottom-up small group
activity
● Not transforming every aspect of
your organization
7

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OPTIMAL CONDITIONS FOR BPR EFFECTIVENESS
8
Shifting Focus to
“Systems” and
“Processes”
Transition from a
functional to a systemic
perspective enhances
BPR effectiveness.
Embracing the
Necessity of
Change
Acknowledging the
need for change lays
the foundation for
effective BPR
implementation.
Measuring What
Matters
Prioritize measurement
of critical metrics for a
meaningful impact on
processes.
Agreement on Key
Processes
Identify and align
efforts with key
processes that bring
the most value to
customers.
Respecting and
Empowering the
Workforce
A culture of respect
and empowerment is
vital for fostering
effective BPR
initiatives.

9. © Operational Excellence Consulting
OBJECTIVES OF BPR
9
Improving Product/
Service Quality
Enhancing the quality of
products and services
through process
optimization.
Significantly
Reducing Costs
Achieving substantial cost
reductions through efficient
process redesign.
Eliminating Repetitive,
Paper-Intensive,
Bureaucratic Tasks
Streamlining processes by
removing redundant, paper-
heavy, and bureaucratic
elements.

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SYNERGY BETWEEN RADICAL AND CONTINUOUS IMPROVEMENT
10
Improvement
Time
Incremental
Improvement
Radical
Improvement
Theoretical
Capability
Statistical
Process
Control

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“
W. EDWARDS DEMING
11
94% of problems in business
are systems-driven and only
6% are people-driven.”

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IDENTIFYING KEY PROCESSES IN BPR
12
Success
Determinants
Processes critical for
organizational success.
Identify and prioritize those
with a direct impact on overall
success.
Core Competency
Alignment
Processes within the
organization’s core
competencies.
Focus on optimizing
processes aligned with the
organization’s strengths.
Customer-Centric
Significance
Processes that directly
impact customer satisfaction.
Prioritize those pivotal for
enhancing the customer
experience.

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ESSENTIAL DIMENSIONS OF PROCESS MANAGEMENT
13
Process
Ownership
Clearly defined
responsibility for each
process.
Ensures accountability
and streamlined
decision-making.
Process Definition
& Documentation
Clearly articulate and
document each
process.
Facilitates
understanding, training,
and continuous
improvement.
Process
Measurement
Establish metrics to
quantify process
performance.
Enables data-driven
insights and
identification of
improvement areas.
Process Monitoring
& Control
Implement systems to
monitor ongoing
processes.
Ensure adherence to
defined standards and
prompt corrective
actions.
Process
Improvement
Embrace a culture of
continuous
improvement.
Regularly assess and
enhance processes for
optimal efficiency.

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BREAKING SILOS IN BPR: TRANSFORMING CUSTOMER-CENTRICITY
14
Production Marketing
IT
Source: Adapted from Lewrick et al.
In BPR, smashing silos is the catalyst for a customer-
focused transformation.

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1. Strategic Integration: Integrate digital solutions
strategically for comprehensive process enhancement.
2. Data-Driven Insights: Harness data analytics for
informed decision-making and process optimization.
3. Automation Synergy: Explore automation synergies to
streamline repetitive tasks and improve efficiency.
4. User-Centric Design: Prioritize user experience in digital
solutions to enhance usability and adoption.
5. Continuous Innovation: Foster a culture of continuous
innovation, adapting processes to evolving digital trends.
DIGITAL TRANSFORMATION: KEY CONSIDERATIONS
15

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DRIVING BPR BREAKTHROUGH: STRATEGIC IMPERATIVES
16
ORGANIZATIONAL
IMAGE
Enhance the
organizational image
among customers,
suppliers, and
stakeholders through
transformative BPR
initiatives.
INNOVATION
CULTURE
Boost motivation and
morale within the
workforce by fostering a
culture of innovation and
improvement.
QUALITY
LEADERSHIP
Attain or maintain quality
leadership in the BPR
journey.

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EXAMPLE OF MENTAL MODEL: GM’S CHEVROLET CAVALIER
17
● A classic example of a General Motors
(GM) car model that reflects the mental
model emphasizing styling over
quality is the Chevrolet Cavalier.
● Introduced in the 1980s, the Cavalier
was known for its distinctive styling and
affordable price.
● However, it faced criticism for perceived
lower build quality and reliability
compared to competitors in its class.

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4 PHASES OF BPR: PHASE DESCRIPTIONS
18
1. ORGANIZE FOR BPR
Involves creating business
process map, identify areas for
reengineering, establish
process ownership and initiate
projects.
2. PROCESS DIAGNOSIS
Involves determining
requirements, mapping the
processes, collecting process
performance data, and rating
processes based on these
data.
4. PROCESS DEPLOYMENT
Involves implementing the
process improvement plan,
obtaining customer feedback
on the results, revising the plan
as appropriate, and rolling out
the solution across the
organization.
3. PROCESS REDESIGN
Uses the data collected in
Process Diagnosis to evaluate
and develop plans to improve
processes.
Process
Deployment
Process
Redesign
Process
Diagnosis
Organize
for BPR
BUSINESS
PROCESS
REENGINEERING
(BPR)

19. © Operational Excellence Consulting
4 PHASES OF BPR: KEY ACTIVITIES
19
1. ORGANIZE FOR BPR
§ Create business process map
§ Prioritize areas for
improvement
§ Establish process ownership
§ Form BPR team
§ Initiate project
2. PROCESS DIAGNOSIS
§ Determine customer
requirements
§ Determine and document
current process
§ Rate the process
4. PROCESS DEPLOYMENT
§ Implement process
improvement plan
§ Measure results
§ Obtain customer feedback on
process performance
§ Do it all over again
3. PROCESS REDESIGN
§ Benchmark the process
§ Develop solutions to close
gaps
§ Get buy-in
§ Develop improvement plans
Process
Deployment
Process
Redesign
Process
Diagnosis
Organize
for BPR
BUSINESS
PROCESS
REENGINEERING
(BPR)

20. © Operational Excellence Consulting
A SOLID CULTURAL FOUNDATION IS ESSENTIAL TO ENSURE DIGITAL
TRANSFORMATION MANAGEMENT
20
Role Modeling
Alignment &
Communications
Execution Focus
Skill Building
Skill building
approach to develop
company-wide
capabilities that meet
unique technical
requirements of the
organization
Role modeling
culture where
leaders consistently
adopt and
demonstrate the
new behaviors
Communications that
cascade the change
story to every level of
the organization
Formal systems and
structures to ensure
processes and
targets reinforce to
the desired changes
and behaviors

21. © Operational Excellence Consulting
THREE STEPS COMPANIES CAN TAKE TO KEEP THEIR EMPLOYEES
DURING AND AFTER DIGITAL TRANSFORMATION
21
RETHINKING RESKILLING REDEPLOYING
Moving employees with
specific skills to other
parts of the organization
where their skills will be
more appropriate or
useful.
Looking at how current
job descriptions and
duties can be readjusted
to accommodate new
digital processes.
Training employers to
equip employees with the
skills they’ll need to
perform the new roles
required of them.

22. © Operational Excellence Consulting
SOME SKILLS AREAS TO DEVELOP WITHIN AN ORGANIZATION TO
FULLY LEVERAGE & EMBRACE DIGITAL TRANSFORMATION
22
BIG DATA
ANALYTICS
CLOUD
COMPUTING
MACHINE
LEARNING
CHANGE
MANAGEMENT
CYBERSECURITY
Ability to glean valuable
insights into consumer
behavior to make
strategic and operational
adjustments to improve
performance and gain
competitive advantage.
Implementing and
managing cloud services
are fundamental to
digital transformation. It
is critical that IT
personnel know how to
go about implementing
one.
An application of artificial
intelligence that gives IT
systems the ability to
“learn” for themselves
which is becoming
increasingly important to
many companies.
The more companies
depend on technology,
the more they need to
ensure the
confidentiality, integrity
and availability of data
on premises and off.
As social media,
mobility, big data and
cloud computing
reshape how
organizations operate,
the ability to adapt
business and digital
processes is critical.

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MARKETING & IT HAVE TREMENDOUS ABILITY TO IMPACT CUSTOMER
EXPERIENCE THROUGH COLLABORATION & CHANGE
23
Marketing defines
the vision of the
company and value
proposition for the
customers.
IT touches and
enables every part
of the business and
is the ultimate
orchestrator of
change.
Marketing IT

24. © Operational Excellence Consulting
TRANSFORMATION IMPERATIVES FOR THE IT DEPARTMENT
24
Collaborative
Integration
Break down silos
for cohesive
collaboration between
IT functions and other
departments.
Modernization of
Infrastructure
Shift from legacy
systems to agile,
scalable, and cloud-
based infrastructure.
Embracing
Innovation
Foster a culture that
encourages
experimentation and
embraces emerging
technologies.
Agile Development
Practices
Transition to agile
methodologies for
faster and more
responsive
development cycles.
Data-Centric
Approach
Prioritize data analytics
and insights for
informed decision-
making.

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DIGITAL TRANSFORMATION STARTS WITH PEOPLE, NOT TECHNOLOGY
The real challenge is how to change people’s
mindsets, the company culture, and the way
people think and do things. It’s a much more
fundamental shift than simply adopting
technology.

26. © Operational Excellence Consulting
UNDERSTAND WHY PEOPLE FEAR CHANGE
26
Insecurity
Concerns about job security and the uncertainty of change.
Digital Transformation strategies:
§ Segment the audience for tailored communication.
§ Utilize the 4 P’s: Purpose, Process, Progress, and
Problems.
§ Employ multiple communication channels and
diverse voices.
§ Embrace honesty, signaling the potential for
significant change.

27. © Operational Excellence Consulting
NAVIGATING RESPONSES TO CHANGE
27
Source: Adapted from Atlanta Consulting Group, Inc.
THE ENROLLMENT CURVE
5% 15% 30% 30% 15% 5%
Middle
Enrollers
Late
Enrollers
Early
Enrollers
Initiators
Slugs
Die Hards
Critical Mass Direction of Enrollment

28. © Operational Excellence Consulting
1. Don’t Reengineer, Just Say You
Are
2. Neglect Process Focus
3. Overanalyze Current Situation
4. Lack Strong Executive Leadership
5. Timid Redesign Approach
TOP TEN WAYS TO FAIL REENGINEERING
6. Skipping from Design to
Implementation
7. Slow Reengineering Pace
8. Place Business Aspects Off-Limits
6. Conventional Implementation
Style
7. Ignore Employee Concerns
28
Source: Adapted from Hammer & Stanton

29. © Operational Excellence Consulting
“
Insanity is doing the same
thing, over and over again,
but expecting different
results.”
ALBERT EINSTEIN
29

30. © Operational Excellence Consulting
Operational Excellence Consulting is a
management training and consulting firm
that assists organizations in improving
business performance and effectiveness.
Based in Singapore, the firm’s mission is to
create business value for organizations
through innovative design and operational
excellence management training and
consulting solutions. For more information,
please visit www.oeconsulting.com.sg
ABOUT OPERATIONAL EXCELLENCE CONSULTING