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

2. Business Process Re-engineering
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.”
Vatsal Shah - Pragmatic Consultancy
Vatsal Shah - Pragmatic Consultancy

3. Vatsal Shah - Pragmatic Consultancy
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
Vatsal Shah - Pragmatic Consultancy
Vatsal Shah - Pragmatic Consultancy

4. Vatsal Shah - Pragmatic Consultancy
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Current processes and way of working is outdated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
Vatsal Shah - Pragmatic Consultancy
Vatsal Shah - Pragmatic Consultancy

5. 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
Vatsal Shah - Pragmatic Consultancy

6. 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
Vatsal Shah - Pragmatic Consultancy

7. Vatsal Shah - Pragmatic Consultancy
Who carries BPR?
All in company
All connected with company
Vatsal Shah - Pragmatic Consultancy
Vatsal Shah - Pragmatic Consultancy

8. Management Innovation Vs. Product Innovation
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
Vatsal Shah - Pragmatic Consultancy
Vatsal Shah - Pragmatic Consultancy

9. Vatsal Shah - Pragmatic Consultancy
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
Vatsal Shah - Pragmatic Consultancy
Vatsal Shah - Pragmatic Consultancy

10. Quality Information Systems
Vatsal Shah - Pragmatic Consultancy

11. Vatsal Shah - Pragmatic Consultancy
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
Vatsal Shah - Pragmatic Consultancy
Vatsal Shah - Pragmatic Consultancy

12. MIS (Role play at each level)
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
Vatsal Shah - Pragmatic Consultancy
Vatsal Shah - Pragmatic Consultancy

13. Vatsal Shah - Pragmatic Consultancy
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
Vatsal Shah - Pragmatic Consultancy
Vatsal Shah - Pragmatic Consultancy

14. Vatsal Shah - Pragmatic Consultancy
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
Vatsal Shah - Pragmatic Consultancy
Vatsal Shah - Pragmatic Consultancy

15. Productivity = People + Process + System
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
Vatsal Shah - Pragmatic Consultancy
Vatsal Shah - Pragmatic Consultancy

16. Functions and Family of MIS
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
Vatsal Shah - Pragmatic Consultancy
Vatsal Shah - Pragmatic Consultancy

17. Vatsal Shah - Pragmatic Consultancy
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 ( )
Pragmatic
Consultancy
Vatsal Shah - Pragmatic Consultancy
Vatsal Shah - Pragmatic Consultancy