BPR QIS 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 • “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 2

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 3

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customer satisfaction at low cost • When new VISION and STRATEGY required • Current processes and way of working is outdated • Strategic objectives seems unreachable and unreasonable • Drastic change in market share • Change in industry • Heavy changes and Innovations in technology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 4

BPR Steps Process Redesign Envision New Process: • Secure management support • Identify reengineering opportunities • Identify enabling technologies • Align with corporate strategy 26 -12 -2008 Initiating Change • Set up reengineering team • Outline performance goals Process Diagnosis • Describe existing processes • Uncover pathologies in existing processes • Develop alternative process scenarios • Develop new process design • Design HR architecture • Select IT platform • Develop overall blueprint and gather feedback Vatsal Shah - Pragmatic Consultancy Reconstruction • Develop/install IT solution • Establish process changes • Change Management Process Monitoring • Performance measurement, including time, quality, cost, IT performance • Link to continuous improvement 5

How to implement BPR? Ingredients required: Mission Defines Accomplish • Skills Work Processes Execute Guide Decisions Consider • Vision • Incentives • Resources Supports • Action plan Information Employs Processes Technology 26 -12 -2008 Vatsal Shah - Pragmatic Consultancy 6

Who carries BPR? • All in company • All connected with company 26 -12 -2008 Vatsal Shah - Pragmatic Consultancy 7

Management Innovation Vs. Product Innovation • Management Innovation is rethinking and restructuring of Organization itself • Product Innovation is upgrading current product or making new products • Requires enquiry within • Requires survey outside • To go on next level • To provide new products • Targeted towards achieving vision and customer satisfaction • Targeted towards satisfying short-mid term business goals • Transformation of how, why, when and what of organization • Transformation at a product level 26 -12 -2008 Vatsal Shah - Pragmatic Consultancy 8

Case Study • Leading IT company in Ahmedabad working on business processes re -engineering for e. Business 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 1 st Quarter itself 26 -12 -2008 Vatsal Shah - Pragmatic Consultancy 9

Quality Information Systems 26 -12 -2008 Vatsal Shah - Pragmatic Consultancy 10

What is QIS (MIS) • MIS is an integrated, user-machine system for providing information to support managerial, operational and decisionmaking 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 11

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

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 13

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 14

ne an w se dt to rai f r nin es po g n th wi op le Performance Triangle o Pe Business Organization dt ne lig s a ve se jecti es oc ob Pr y’s ss an ine mp co s Bu sib ility Productivity = People + Process + Systems like QIS (MIS) as per processes 26 -12 -2008 Vatsal Shah - Pragmatic Consultancy 15

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 16

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. ” Pragmatic Consultancy www. pragmaticconsultancy. i n - Vatsal Shah (99240 68585) 26 -12 -2008 Vatsal Shah - Pragmatic Consultancy 17