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					              BPR & QIS
Perception of Quality, Process and Services


                Vatsal Shah
   Consultant & Trainer – Pragmatic Consultancy
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.”

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What is BPR?
• Fundamental rethinking of processes derived from concept of
• Emphasize customer satisfaction
• Focuses on Effectiveness and Efficiency
• Uses performance improvement programs and problem solving
• 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

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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• Current processes and way of working is outdated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

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BPR Steps

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How to implement BPR?

                    Mission                                         Ingredients required:

      Defines                     Accomplish                        • Vision
                 Work Processes                                     • Skills
      Execute                     Guide                             • Incentives
                   Decisions                                        • Resources
      Consider                    Supports
                                                                    • Action plan
      Employs                     Processes


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Who carries BPR?
• All in company
• All connected with company

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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

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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

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             Quality Information Systems

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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

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MIS (Role play at each level)

                                                     MIS for Strategic and Planning
                                                     level and Decision making

                                                     MIS for Tactical Planning and
                                                     Decision making
                                                     MIS Operational Planning,
                                                     Decision making and Control

                                                     Real Time Transaction Processing
                                                     and Inquiry response

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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

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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
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Productivity = People + Process + System



             Systems like QIS (MIS) as per

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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

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“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)

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