Reference:
[1] EL SAWY’S REDESIGN PRINCIPLES AND TACTICS
[2] Redesigning farm strategies
[3] HSBC HK Personal service
[4] WebCT history
[5] Polyu WebCT
[6] Dell Computer
[7] UA online purchasing system
[8] Adobe
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In this lecture, we learn how to use the principles
and tactics to redesign the system. It also introduce that there are three
generic ways for redesigning a business process, they are Restructuring the
process, Informating the process, and minding the process. They have different
meaning and function, but they have some common purpose. Firstly, they all are
going to maximize the value adding content of a process. Secondly, they manage
non-value adding activities. Lastly, they minimize all everything else such as
waste, valueless complexities and similar activities.
Principle
1: Lost wait
Lost wait means squeezing out the
unnecessary inefficient waiting in a process.
The tactics here is to allow for concurrent
execution of time-sequential activities and set up closed-loop teams that cross
specializations (case work) so that the core value-adding process will not be
delayed.
1.
Redesigning time-sequential
activities to be executed concurrently
2.
Creating closed-loop teams for
quicker flexible interaction
3.
Not allowing a support activity
to gate a core value-adding process
4.
Designing for continuous flow
rather than stop-start batches
5.
Modifying upstream practice to
relieve downstream bottlenecks.
For example, HSBC uses many ATM to create a
closed loop. Some of the machines can help customer to store the money into the
bank account. Comparing with Bank of Communications, it requests customer to
save their money through the counter. HSBC can create a closed loop that let
the customer to store their money directly and make a shorter waiting time for customer
and reduce the work load for staff.
Principle
2: Orchestrate
This means choosing the swiftest and most able
enterprise to execute the business process, no matter it is the company itself
or other companies. The main point here
is that usually only the non-core business processes will not be outsourced to
other companies so as to avoid the leaking of the secret business intelligence.
Common Tactics:
1.
Partner a process with another
enterprise
2.
Outsource a process to another
enterprise
3.
Insource a process back into
the enterprise
4.
Route the process through an
informatory
For example, Polyu WebCT system is an
example of Outsource a process to another enterprise. WebCT was originally
developed at the University of British Columbia by a faculty member in computer
science, Murray Goldberg. It can provide some services such as downloading the
notes, submitting assignment, etc. After purchasing WebCT, Owner can maintain
the system and have different setting based on the student / teacher need.
Principle
3: Mass-customize
This means making the process highly
flexible in terms of place, time and the way. In other words, it is a process
can be redesigned to allow flexibility of interaction options and product
offerings for different customer segments. The business is designed to be as
efficient as mass production and nearly as responsive to customers as
personalization.
Common Tactics:
1.
Flex access by expanding the
time window for the process
2.
Flex access by migrating the
physical space in which the process happens
3.
Create modular process platform
4.
Push customization to occur
closest to the customer
5.
Enable dynamic customization of
product offerings
For example, Dell is providing a online
shop system which allows the customers can choose or modify the hardware
components of their products. Also, there is one more example that, Students
can shift their place of learning to their home through videoconferencing and
online access.
Principle
4: Synchronize
Synchronize the physical and virtual parts
of the process. Most of the enterprise wants to move into e-business, but they
typically do not disband the bricks-and-mortar side of the business. If the
business use this method to redesign the business processes to take advantage
of both the physical and electronic parts of the process.
1.
Match the offerings on the
physical and virtual parts of the channel
2.
Create common process platforms
for physical and electronic processes
3.
Track the movement of physical
products electronically
For example, UA is a cinema that using Match
Offerings. Customer can use credit card the buy the ticket through their
website or iPhone Apps. Also, they keep a typical selling way to sell the
ticket in front of the cinema.
Principle
5: Digitize and Propagate
A business process can be redesigned by
modifying the information flows around it so that information is captured as
early as possible in digital electronic form.
Common Tactics
1.
Shift data entry to customers
and digitize it
2.
Make the process as paperless
as possible as early as you can
3.
Make information more easily
accessible upstream and downstream to those who need it
4.
Shrink the distance between the
information and the decision
For example, 15 years ago, some software
such as windows office are needed to buy in a computing store. Customer need to
buy a disk and back home to install the software. But, nowadays, customer can
pay and download the software online, such as Adobe Photoshop.
Principle
6: Vitrify
Vitrify is to make something as transparent
as glass. A business process can be redesigned by improving its transparency
and real time visibility while it is in progress through fresher and richer
information.
Common Tactics:
1.
Provide on-demand tracking
information for customers of the process
2.
Provide reporting capabilities
that provide on the-fly analysis
3.
Design standard partner
interface processes for seamless exchange of information
Principle
7: Sensitize
This is accomplished by building in
feedback loops that easily allow the customer of the process to provide
feedback on how well the processes are working.
Common Tactics:
1.
Build in customer feedback
loops to detect process dysfunction
2.
Enable software smarts to
trigger quick business reflexes
3.
Attach environmental probes to
the process to monitor change
- Correctly refelect the lect content
回覆刪除- SOme proper examples are given; Consider putting some exmaples with graphs / picture to make the JNL more interesting
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Mark: Average