Perception of Quality, Process and Services BPR & QIS Perception of Quality, Process and Services By: Vatsal Shah Consultant & Trainer – Pragmatic Consultancy www.pragmaticconsultancy.in

Business Process Re-engineering 26-12-2008 Business Process Re-engineering “The Business Process Reengineering is a complete life cycle approach. This provides the scope for problem identification and also solutions to implement the successful business operations.” “ The fundamental rethinking and radical redesign of the business systems to achieve the dramatic improvements in critical and contemporary areas such as cost, quality, service and speed.” 26-12-2008 Vatsal Shah - Pragmatic Consultancy Vatsal Shah - Pragmatic Consultancy

Vatsal Shah - Pragmatic Consultancy 26-12-2008 What is BPR? Fundamental rethinking of processes derived from concept of Innovation Emphasize customer satisfaction Focuses on Effectiveness and Efficiency Uses performance improvement programs and problem solving techniques It is a team work Fine tunes (Replace) way of working, not people Uses IT/ ITES at optimum to achieve edge Provides ease in decision making at each level It is for all levels of management and requires support from TOP 26-12-2008 Vatsal Shah - Pragmatic Consultancy Vatsal Shah - Pragmatic Consultancy

Vatsal Shah - Pragmatic Consultancy 26-12-2008 Why & When BPR? When company facing tough competition and wants to stay ahead When require more flexibility, quality, speed, better services, customer satisfaction at low cost When new VISION and STRATEGY required Current processes and way of working is outdated Strategic objectives seems unreachable and unreasonable Drastic change in market share Change in industry Heavy changes and Innovations in technology 26-12-2008 Vatsal Shah - Pragmatic Consultancy Vatsal Shah - Pragmatic Consultancy

Vatsal Shah - Pragmatic Consultancy BPR Steps Envision New Process: Secure management support Identify reengineering opportunities Identify enabling technologies Align with corporate strategy Initiating Change Set up reengineering team Outline performance goals Process Diagnosis Describe existing processes Uncover pathologies in existing processes Process Redesign Develop alternative process scenarios Develop new process design Design HR architecture Select IT platform Develop overall blueprint and gather feedback Reconstruction Develop/install IT solution Establish process changes Change Management Process Monitoring Performance measurement, including time, quality, cost, IT performance Link to continuous improvement 26-12-2008 Vatsal Shah - Pragmatic Consultancy

Vatsal Shah - Pragmatic Consultancy How to implement BPR? Ingredients required: Vision Skills Incentives Resources Action plan Mission Work Processes Decisions Information Technology Defines Accomplish Execute Guide Consider Supports Employs Processes 26-12-2008 Vatsal Shah - Pragmatic Consultancy

Vatsal Shah - Pragmatic Consultancy 26-12-2008 Who carries BPR? All in company All connected with company 26-12-2008 Vatsal Shah - Pragmatic Consultancy Vatsal Shah - Pragmatic Consultancy

Management Innovation Vs. Product Innovation 26-12-2008 Management Innovation Vs. Product Innovation Management Innovation is rethinking and restructuring of Organization itself Requires enquiry within To go on next level Targeted towards achieving vision and customer satisfaction Transformation of how, why, when and what of organization Product Innovation is upgrading current product or making new products Requires survey outside To provide new products Targeted towards satisfying short-mid term business goals Transformation at a product level 26-12-2008 Vatsal Shah - Pragmatic Consultancy Vatsal Shah - Pragmatic Consultancy

Vatsal Shah - Pragmatic Consultancy 26-12-2008 Case Study Leading IT company in Ahmedabad working on business processes re-engineering for eBusiness Model which covers IT systems, business development, marketing, order processing, customer care, business association, etc. State: Transition Actions: Alignment from Top, Definition of Strategy, Setting processes, Automation of software, Creation of processes, Training people, setting MIS, periodic review. Out come: Business increase by X% in 1st Quarter itself 26-12-2008 Vatsal Shah - Pragmatic Consultancy Vatsal Shah - Pragmatic Consultancy

Quality Information Systems 26-12-2008 Vatsal Shah - Pragmatic Consultancy

Vatsal Shah - Pragmatic Consultancy 26-12-2008 What is QIS (MIS) MIS is an integrated, user-machine system for providing information to support managerial, operational and decision-making functions in an organization. A set of human and capital resources within an organization which is responsible for the collection and processing of data to produce information which is useful to all levels of management in planning and controlling the activities of an organization – According to Barry Cushing 26-12-2008 Vatsal Shah - Pragmatic Consultancy Vatsal Shah - Pragmatic Consultancy

MIS (Role play at each level) 26-12-2008 MIS (Role play at each level) MIS for Strategic and Planning level and Decision making MIS for Tactical Planning and Decision making Business Organization MIS Operational Planning, Decision making and Control Real Time Transaction Processing and Inquiry response 26-12-2008 Vatsal Shah - Pragmatic Consultancy Vatsal Shah - Pragmatic Consultancy

Vatsal Shah - Pragmatic Consultancy 26-12-2008 MIS – Characteristics Management Oriented Management Directed Integrated system Common Data flow Planned Information system Subsystem concept Common Database Flexibility Ease in reporting Control and Quality mechanism 26-12-2008 Vatsal Shah - Pragmatic Consultancy Vatsal Shah - Pragmatic Consultancy

Vatsal Shah - Pragmatic Consultancy 26-12-2008 Why MIS – Purpose Enhance effectiveness and efficiency Create entry barriers for competitors Helps in DSS and EIS Encourage business value chain Satisfy customers with CTQ (Critical to Quality) Strengthen the organizational PR Enhance current products, services, processes and develop innovative ideas for each on regular basis Maintain and information database about customers and operations Global expansion Great control in business process Integrate each business function like account, finance, hr, marketing and operations 26-12-2008 Vatsal Shah - Pragmatic Consultancy Vatsal Shah - Pragmatic Consultancy

Productivity = People + Process + System 26-12-2008 Productivity = People + Process + System Business Organization Performance Triangle People with new set of responsibility and training Business Processes aligned to company’s objective Systems like QIS (MIS) as per processes 26-12-2008 Vatsal Shah - Pragmatic Consultancy Vatsal Shah - Pragmatic Consultancy

Functions and Family of MIS 26-12-2008 Functions and Family of MIS Business Functions: Accounting Information Systems Financial Information System Human Resource Information System Marketing Information System Operations Information System Other Functions: Transaction Processing System Decision Support System Executive Information System 26-12-2008 Vatsal Shah - Pragmatic Consultancy Vatsal Shah - Pragmatic Consultancy

Vatsal Shah - Pragmatic Consultancy 26-12-2008 Thanks “BPR and MIS is a need to stay ahead in competition. It is a change in way of working, not changing people and it is target towards achieving optimum. Reengineering has a greater chance of success if it is viewed as leading to growth and value creation.” Vatsal Shah (99240 68585) Pragmatic Consultancy www.pragmaticconsultancy.in 26-12-2008 Vatsal Shah - Pragmatic Consultancy Vatsal Shah - Pragmatic Consultancy