Process Reengineering in Action A Practical Guide to Achieving Breakthrough Results

by Chang, Richard Y.

• ISBN13: 9780787950965
• ISBN10: 0787950963
• Edition: 1st
• Format: Paperback
• Copyright: 1999-05-12
• Publisher: Pfeiffer

Summary

A must-read if you are involved with a reengineering effort or are considering one. This guidebook's practical and applicable approach makes it the perfect hands-on tool as you redesign and re-create your targeted processes.

Author Biography

RICHARD CHANG is president and CEO of Richard Chang Associates, Inc., a consulting and publishing firm whose clients include Toshiba, Marriot, Citibank, Fidelity Investments, Nabisco, and McDonald's. He currently serves as chair of the board for the American Society for Training and Development. He lives near Irvine, California.

Table of Contents

Introduction	1	(4)
Why Read This Guidebook?
Who Should Read This Guidebook?
When And How To Use It
What Is Process Reengineering?	5	(10)
Continuous Process Improvement Versus Process Reengineering
Deciding Which Approach To Use
Core Elements Of Process Reengineering
Applying A Process-Reengineering™ Model	15	(10)
The Process-Reengineering Model
Selecting A Process Reengineering Team
A Case Example: Shore Up, Inc.
Phase One: Plan Your Reengineering Effort
Determine ``New'' Process Requirements	25	(12)
What Do Your Customers Want?
What Is The Marketplace Providing?
What Are Your Operating Requirements?
Uncover ``Breakthrough'' Opportunities	37	(14)
Analyze ``As Is'' Capability
Envision Desired State
Identify Process Performance ``Gaps''
Phase Two: Design Your Reengineered Process
Map The ``Ideal'' Process	51	(10)
Complete Preliminary Work
Set New Goals And Establish New Measures
Create A New Process Flow Chart
Redefine Process Support Requirements	61	(12)
What Will You Require Of the People In Your Organization?
What Technology/Support Tools Will You Require?
What Financial Support Does Your Reengineered Process Require?
Develop Change Management Plan	73	(14)
Consider Organizational Impact
Design Your Change Management Plan
Phase Three: Implement Your Reengineered Process	87	(10)
Implement On ``Trial-Run'' Basis
Standardize The Reengineered Process
Evaluate Process Performance On An Ongoing Basis
Summary	97	(2)
Appendix: Reproducible Forms And Worksheets	99