Lecture 11 - Redesign Principles (2)

Reference

[1] What – if analysis

   http://en.wikipedia.org/wiki/What-if_analysis

[2]Tirz-Carlton Hotel

http://www.ritzcarlton.com/en/Properties/HongKong/PhotoGallery.htm

[3] Redesigning enterprise processes for e-business

[4] Slice and dice

 http://whatis.techtarget.com/definition/0,,sid9_gci212997,00.html

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After Lecture 10, it continues the principles and tactics of process redesign. It relate to changing the knowledge management capabilities of the process by harnessing the collective intellectual assets around it. These enable the knowledge-creation capacity of the business process to expand.

Principle 8: Analyze and synthesize

There are 2 elements we need to do in this principle. First, analysis refers to dividing a whole into parts. Next, synthesis refers to the process of constructing a whole from an assortment of pieces. This process is to augment the interactive analysis and synthesis capabilities around a process to generate value added.

The tactics for this principle are providing “what-if” capabilities to analyze decision options, providing “slice and dice” data analysis capabilities that detect patterns and providing intelligent integration capabilities across multiple information sources. "Slice and dice" means that break a body of information down into smaller parts or to examine it from different viewpoints so that you can understand it better.

Principle 9: Connect, Collect, and create

A business process can be redesigned by intelligently growing knowledge around it through all the people who take part in the process. No matter they are the doers of the process or even the customers of the process.

A knowledge management infrastructure can be viewed as having three aspects: “connect” aspect, “collect” aspect, and “create” aspect.

Connect aspect: The connect aspect includes ways of mapping connection to sources of expertise and specific knowledge.

Collect aspect: The way of capture and organize knowledge so that it can be intelligently reused.

Create aspect: Set up technological platforms, institutional forms and physical or virtual space for shared knowledge creation.

Principle 10: Personalize

This principle is about making the process intimate with the preferences & habits of participants.

The tactics used in this principle is learning preferences of customers and doers of the process through profiling, inserting business rules that are triggered by personal profiles, using collaborative filtering techniques and keeping track of personal process execution habits.

Example:

Hong Kong Ritz-Carlton is a five-star hotel in HK. It provide customer service process includes institutionalized ways of learning about the preference of its customers through profiling and using that knowledge on subsequent customer service instances to tailor and personalize the service offerings. It trains all its service employees to record every preference or complaint that they can pick up form conversations with or observations of individual customer. Employees are provided with a guest preference pad for writing down these preferences. Preferences are entered into a profile database that can be accessed worldwide through the travel reservation system. And now, they have individual profiles on half a million guests, The customer service process can then be tailored to individual preference based on this knowledge, When the customer service process is initiated for a repeat customer at any hotel location, the process remembers and personalizes the offerings.