Process Reengineering in Action

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. Introduction

1 Why Read This Guidebook?

Who Should Read This Guidebook?

When And How To Use It

What Is Process Reengineering? 5

Continuous Process Improvement Versus Process Reengineering

Deciding Which Approach To Use

Core Elements Of Process Reengineering

Applying A Process-Reengineering™ Model 15

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

What Do Your Customers Want?

What Is The Marketplace Providing?

What Are Your Operating Requirements?

Uncover ``Breakthrough'' Opportunities 37

Analyze ``As Is'' Capability

Envision Desired State

Identify Process Performance ``Gaps''

Phase Two: Design Your Reengineered Process

Map The ``Ideal'' Process 51

Complete Preliminary Work

Set New Goals And Establish New Measures

Create A New Process Flow Chart

Redefine Process Support Requirements 61

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

Consider Organizational Impact

Design Your Change Management Plan

Phase Three: Implement Your Reengineered Process 87

Implement On ``Trial-Run'' Basis

Standardize The Reengineered Process

Evaluate Process Performance On An Ongoing Basis

Summary 97

Appendix: Reproducible Forms And Worksheets 99

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.