1. Business Process Redesign Reinventing Continually?

2. Business Processes Idea to Product or Service Order to Fulfillment Post Sales Support and Client Retention Product Development Human Resource Development Financial Resources Services Extended Supply Chain

3. WHY CHANGE Create competitive advantage Respond to clients or competitors New leadership Technological innovation Merger & acquisition Regulation

4. Business Process Redesign The fundamental rethinking and radical redesign of business processes to achieve dramatic improvements in critical contemporary measures of performance Ford and Mutual Benefit Life examples Differ from Workflow Analysis?

5. BPR Methodology What’s the business strategy? What are the performance measures? Review existing business processes:scope? Identify problems with existing processes Prioritize redesign tasks Benchmarking Redesign options--select

6. BPR Methods Continued What implementation approach? Assess

7. Selecting a Business Process It’s broken Redesign impact will be dramatic Strategic importance Critical path to customers Not difficult to complete Significant cost reduction Rework, time/work, multiple handovers

8. Change Process Model UNFREEZE CHANGE REFREEZE

9. Enablers of Change Senior Executive Commitment Personalized Benefits Change Champions Communication,…. Risk-taking Pilot evidence Flexible IT Architecture

10. Inhibitors to Change Change Frequency Limited Buy-in Grapevine Job Security