The document discusses several case studies of businesses that implemented business process re-engineering. It describes the old and new processes for a leasing company, the re-engineered process for an electricity utility including the impact on information systems and employee roles, and examples of re-engineering at a bank, post office, and government services through expanded online offerings and automation.

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