"BPR & QIS"
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customer satisfaction at low cost • When new VISION and STRATEGY required • Current processes and way of working is outdated • Strategic objectives seems unreachable and unreasonable • Drastic change in market share • Change in industry • Heavy changes and Innovations in technology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 26-12-2008 Vatsal Shah - Pragmatic Consultancy 5 How to implement BPR? Mission Ingredients required: Defines Accomplish • Vision Work Processes • Skills Execute Guide • Incentives Decisions • Resources Consider 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 • Product Innovation is rethinking and restructuring of upgrading current product or Organization itself making new products • Requires enquiry within • Requires survey outside • To go on next level • To provide new products • Targeted towards achieving • Targeted towards satisfying vision and customer satisfaction short-mid term business goals • Transformation of how, why, • Transformation at a product when and what of organization level 26-12-2008 Vatsal Shah - Pragmatic Consultancy 8 Case Study • Leading IT company in Ahmedabad working on business processes re-engineering for eBusiness 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 1st 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 decision- making 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 MIS for Tactical Planning and Decision making Business Organization 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 Productivity = People + Process + System Business Organization Performance Triangle 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 Pragmatic towards achieving optimum. Reengineering has a greater Consultancy chance of success if it is viewed www.pragmaticconsultancy.in as leading to growth and value creation.” - Vatsal Shah (99240 68585) 26-12-2008 Vatsal Shah - Pragmatic Consultancy 17