Publication: Business process reengineering (BPR) and application in the service industry
Abstract
Business Process Reengineering (BPR) and Application in the Service Industry Bu tez çalışmasında, Business Process Reengineering (BPR) ın finans sektöründeki uygulaması analiz edilmiş ve kurumsal dönüşüm ve değişim yönetimi açılarından değerlendirilmiştir. Literatür referanslarına ek olarak, yazarın finans sektöründeki danışmanlık tecrübesi ve halihazırdaki değişim elemanı rolünün bu tez çalışmasına katkısı olmuştur. BPR çalışmaları için temel yaklaşım olarak Davenport'un process yaratımı kavramı ve metodolojisi baz alınmıştır. Özellikle Bilgi Teknolojilerinin BPR çalışmalarındaki rolü detaylı olarak değerlendirilmiştir. Bu tez çalışmasında, BPR kavram ve uygulamaları ile ilgili literatür çalışmaları sunulmuştur. BPR kavramı, müşteri ve pazar perspektifi, operasyonel model perspektifi ve proses perspektifi açılarından incelenmiştir. BPR uygulamasına neden ihtiyaç duyulduğu ve ihtiyacın nasıl belirlendiği analiz edilmiştir. BPR proses iyileştirme metodları ile karşılaştırılmış ve değişik BPR metodolojileri sunulmuştur. Bu konuda deneyimli bir yönetim danışmanlık firması olan ATKearney'nin geliştirdiği fazlara ayrılmış BPR metodolojisi detaylı olarak ele alınmıştır. Bunun dışında çeşitli çalışma şablonları, teknikler ve araçlar analiz edilmiştir. Bu tekniklerden simülasyon biraz daha detaylı olarak incelenmiştir. Benzer BPR projeleri, başarı ve başarısızlık öyküleri incelenmiş ve başarılı bir BPR projesi için kritik başarı faktörlerinin önemi vurgulanmıştır. Özellikle Değişim Yönetimi nin BPR projelerine bütünsel bir yaklaşım açısından önemi belirtilmiştir. Bundan sonra, finans sektöründeki BPR çalışmaları imalat sektöründeki BPR çalışmaları le karşılatırılmış, farklılıklar örneklerle açıklanmıştır. Bilgi Teknolojilerinin özellikle finans serktöründeki yeniden yapılanma çalışmalarındaki rolü detaylandırılmıştır. Finans sektöründeki BPR uygulamalarına örnek olarak gerçek bir vaka sunulmuştur. Mevcut çalışma modeli ve proses yapısı analiz edilmiş, şirket hedefleri ile uyumlu olarak gelecekteki çalışma modeli tasarlanmıştır. Her iki modelin analiz ve tasarım aracı olarak proses çizimi kullanılmış, bu amaçla Microsoft Visio seçilmiştir. Bu proje özelinde BPR projesinin temel zorlukları irdelenmiştir. BPR ı kolaylaştıran bir faktör olarak gerekli teknoloji değerlendirilmiş ve geliştirme alanları belirlenmiştir. Bu BPR çalışmasının başarı için temel olan kritik başarı faktörleri tanımlanmıştır. Mayıs, 2003 Melike Nur Fındıkoğlu
Business Process Reengineering (BPR) and Application in the Service Industry In this thesis, the application of Business Process Reengineering (BPR) in financial services business has been analyzed and evaluated from an enterprise transformation and change management perspective. In addition to the literature references, the consulting experience in financial services of the author and the current change agent function has contributed to the thesis. As an approach Davenport's process innovation concept and approach have been considered appropriate for BPR initiatives. Especially the role of Information Technology (IT) in BPR initiatives has been assessed thoroughly. Literature survey on BPR concepts and applications, relevant tools and techniques has been presented. BPR concept has been assessed in terms of customer and market perspective, operating model perspective and process perspective. The reasons to implement a BPR project or to specify the need for BPR have been analyzed. In order to provide a comparison BPR has been compared against other methods. Different methodologies of BPR have been brought into attention and one of those methodologies, namely the one from ATKearney, a high-value add management consulting company, has been detailed on a phase-base approach. Also frameworks, techniques and tools are reviewed and analyzed form a BPR perspective. Simulation has been detailed further. Similar BPR applications, success stories and failures, have been reviewed and critical success factors for a successful BPR project have been emphasized. Especially Change Management approach has been presented as a holistic perspective for a BPR project. Afterwards, the BPR in financial services business has been compared against the projects in manufacturing are, the specifics and the differences have been presented together with examples in this area. The role of Information Technology has been discussed in details. A real-life project has been presented as a BPR application in financial services business. As-Is business model and process structure have been analyzed. In accordance with targets set, To-Be business model and process structures have been designed. Process mapping has been used as analysis and design tool of the As-Is and To-Be models. Microsoft Visio has been used as process mapping tools. Main challenges of this BPR project have been evaluated. The technology required as BPR enabler has been assessed and the topics for development have been identified. Critical success factors for the success of this sample BPR effort have been listed.
Business Process Reengineering (BPR) and Application in the Service Industry In this thesis, the application of Business Process Reengineering (BPR) in financial services business has been analyzed and evaluated from an enterprise transformation and change management perspective. In addition to the literature references, the consulting experience in financial services of the author and the current change agent function has contributed to the thesis. As an approach Davenport's process innovation concept and approach have been considered appropriate for BPR initiatives. Especially the role of Information Technology (IT) in BPR initiatives has been assessed thoroughly. Literature survey on BPR concepts and applications, relevant tools and techniques has been presented. BPR concept has been assessed in terms of customer and market perspective, operating model perspective and process perspective. The reasons to implement a BPR project or to specify the need for BPR have been analyzed. In order to provide a comparison BPR has been compared against other methods. Different methodologies of BPR have been brought into attention and one of those methodologies, namely the one from ATKearney, a high-value add management consulting company, has been detailed on a phase-base approach. Also frameworks, techniques and tools are reviewed and analyzed form a BPR perspective. Simulation has been detailed further. Similar BPR applications, success stories and failures, have been reviewed and critical success factors for a successful BPR project have been emphasized. Especially Change Management approach has been presented as a holistic perspective for a BPR project. Afterwards, the BPR in financial services business has been compared against the projects in manufacturing are, the specifics and the differences have been presented together with examples in this area. The role of Information Technology has been discussed in details. A real-life project has been presented as a BPR application in financial services business. As-Is business model and process structure have been analyzed. In accordance with targets set, To-Be business model and process structures have been designed. Process mapping has been used as analysis and design tool of the As-Is and To-Be models. Microsoft Visio has been used as process mapping tools. Main challenges of this BPR project have been evaluated. The technology required as BPR enabler has been assessed and the topics for development have been identified. Critical success factors for the success of this sample BPR effort have been listed.