Summary Chapter 8

Hoofdstuk 8: Process redesign

Business process analysis generates various ideas and directions for redesign. But we have to
approach redesign in a systematic way.

Goal of redesign: make business processes perform better. So improving the quality of products and
services.

Why process redesign?

1. Business processes organically evolve over time; they grow more complex and their
performance gradually deteriorates
2. The world evolves (the context of an organisation changes)



Two methods for systematically redesigning business processes:

1. Heuristic Process Redesign
2. Product-base Design



Elements

7 elements in the process redesign will be identified

1. Internal or external customers
2. The business process operation view
3. The business process behaviour view
4. The organisation and the participants in the business process
5. The information that the business process uses or generates
6. The technology the business process uses
7. The external environment the process is situated in



Process redesign: first of all concerned with the business process itself, covering the operational and
behaviour view.




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