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Over the past five decades, the concepts of quality management and productivity
improvement have been practiced and implemented in Indian as well as other developing
countries. Various frameworks, strategies and methodologies were developed to improve
manufacturing quality, productivity and reduce costs during this period. Yet, Indian
manufacturing organisations are not growing up with time or producing world-class
products so that Indians can depend ourselves.
In this modern digital era, Indians are being habitual to consume international
products and services and avoiding their home-made products due to lower/inferior
product and service quality, high cost, lack of durability, etc. Also there are so many
reasons behind this such as – lack of suitable framework and methodology, strategies,
traditional approach, and avoidance of new technologies, old business processes, and lack
of awareness about advance tools and technique like business process reengineering
(BPR), etc. Therefore, researcher in this research paper suggests adopting BPR at any
cost to handle the present situations. Because, BPR has become a most popular change
management approach which has attracted great attention from manufacturers,
practitioners and academicians in this world of change recently (Erim and Vayvay, 2010;
Goksoy et al., 2012; Razalli et al., 2015; Bhaskar, 2016).
The organisations which do not change according to environment will disappear from
the markets (Nisar et al., 2014). Thus, manufacturers should adopt the BPR approach to
transform processes not only for their own survival but also for the survival of their
organisation. Reorganising and redesigning the old/traditional business processes are the
crucial factors for manufacturing organisations. BPR is only one best method that must
implement for this purpose. Improving the overall manufacturing quality is the main
purpose of this method (Ghanadbashi and Ramsin, 2016).
In global scenario, BPR considered as redesigning the business processes by using
advanced information technology (IT) to maximise performance in manufacturing sector
(Huang et al., 2015). Manufacturers are paying attention to boost up their business
performance and reduce the manufacturing cost to run the business (Nisar et al., 2014).
In Indian context, manufacturers are also focusing to redesign their old or traditional
processes, IT systems, to polish peoples’ skills, and redesigning the resource allocations
to gain competitive advantages and to improve the overall manufacturing performance.
For this purpose they are searching effective and efficient BPR framework and
methodology to face the changing business conditions (Essam and Mansar, 2012).
Habib and Shah (2013) found the failure rate of BPR is more than 70%. On the other
hand, Cao et al. (2001) recorded the failure is as high as 70%. Marjanovic (2000) and
Goksoy et al. (2012) also found the failure rate of BPR implementation is as more than
70%. In this order, Alghamdi et al. (2014) says that more than 70% of BPR
implementation has failed in delivering expected results.
According to Chiplunkar et al. (2003) and Hussain et al. (2014) it is a risky operation
and almost 80% of these implementation result into failure. While Weerakkody et al.
(2011) concluded that BPR is the only one (consistent) tool (if applied properly) will
produce ground breaking result. Therefore, planning, managing, and implementing the
BPR properly is necessary. It is very difficult to develop BPR framework and
methodology because critical success factors are required for it. There are also
misunderstanding among different BPR frameworks and methodologies and their tools
Business process reengineering framework and methodology 529
and techniques. Author views different frameworks and methodologies in different ways
because it causes incorrect implementation and confusion in their application.
The important part of this work deals with designing a proposed framework and
methodology by eliminating the confusion and ambiguity about this framework and
methodology related to manufacturing organisation. The framework and methodology is
focused on process control and manufacturing management of the industry. It can be used
for any large, medium or small manufacturing company/organisation who wants to
develop its business processes, productivity and quality.
In this paper, author has focused on various recent BPR implementation frameworks
and methodologies by analysing each of these. After that outline of critical success and
failure factors are presented based on the assessment of these frameworks and
methodologies. Lastly, future work has suggested that can ensure successful
implementation of proposed BPR framework and methodology.
This paper is organised as follows: Section 1 gives an introduction and background
on BPR and related work. Section 2 presents a brief theoretical/literature review.
Section 3 describes assessment of different BPR frameworks and methodologies which is
developed by prominent BPR practitioners/researchers. Section 4 provides the outline of
critical success and failure factors. Section 5 provides major component factors of BPR
for manufacturing organisation. Finally, Section 6 concludes the paper and provides
suggestions with future direction of work. Study was restricted to the subject of available
researches and to the specific objective, i.e., to review the progress in this field of BPR
mainly management oriented not to IT or engineering, etc.
2 Theoretical review
First, a theoretical review and background of the principles used in this work are
presented.
2.1 BPR
BPR has gained great attention from both industry and academics, no matter how BPR is
defined; its main goal is to redesign business processes the best-in-class (Yin, 2010). It
has become a most famous management tool for dealing with business and technological
changes in the competitive environment (Jain et al., 2010). Since 1990, different
researchers have developed different definitions of BPR. Hammer and Champy (1993)
defined that BPR is the fundamental rethinking and radical redesign of business processes
to achieve breakthrough improvements in critical contemporary measures performance,
such as cost, quality, service and speed. Kontio (2007) defined BPR as an “approach
where processes are developed to maximise an organisation’s potential”. Setegn et al.
(2013) defined that “BPR is a process based management tool that can deliver both,
either redesign or replace inefficient processes, as required, with a breakthrough result”.
It can be applied to a single process, a group of processes, or the entire processes
comprising the organisation. Bhaskar (2014) says that, BPR is also a customised
approach (i.e., every organisation is using it in its own way to fulfil their requirements
and needs). It may be applied for small, medium or large manufacturing/service
organisation. BPR can also be defined as a total transformation of a business, an
530 H.L. Bhaskar
fundamentally reshape the way through which business is done (Davenport and Short,
1990).
Tomanek (2001) states that it is possible to integrate TQM and BPR together, but it is
necessary to ensure their mutual separation TQM can be used on implementation of
moderate changes after radical change through reengineering. Mansar and Reijers (2007)
ascertain the level of integration between BPR and TQM at the sample organisation.
Thus, it is possible to start with TQM, continue with BPR, then certain time with TQM,
etc. Kumar and Tyagi (2014), Goksoy et al., (2012) and de Bruyn and Gelders (1997)
also state that TQM is an enabler of reengineering. Love and Gunasekaran (1997) argue
that TQM is a superior starter for BPR. Harrington (1995) and Kelada (1994) state that
both BPR and TQM are complementary that have aims at the forefront in order for it to
be successful. Grover and Malhotra (1997) state TQM can often serve as the building
block for successive reengineering efforts. Gonzalez-Benito et al. (1999) identified that
advance research and their analysis is needed to provide only a broad set of guidelines.
Yet, application or adaptation of BPR framework methodologies for implementation of
TQM principles seems to be possible.
Now, it is clear that BPR and TQM are the most commonly used methods mostly
used by the manufacturing or service organisations for greatest improvement in business
processes. The successful implementation of both methods can lead to achieving of
significant results. While, its implementation is very challenging for the
managers/practitioners (Martonova et al., 2013). Practical experiences in the companies
where reengineering of the business processes was conducted, have shown the following:
the quality was improved by 84%, time to product appearance was decreased by 75%,
communication was improved by 61%, development costs were reduced by 54%,
changes were reduced by 48% and profit was increased by 35% (Eric and Stefanovic,
2008).
There are different reasons for failure of a BPR project. Author summarised these failure
factors in Table 2.
Table 2 Failure factors for BPR implementation
(CTM), Kanban production system (Sabaghi et al., 2015), total productive maintenance
(Sabaghi et al., 2015), multi-vari charts and the five whys.
and analysing of the business processes. There are various methods and software that
helps practitioners’ and researchers in designing BPM.
covered by these approaches. Both approaches reduced cycle time; cost efficiency,
employee and customer satisfaction. For the success of both, Al-Mashari and Zairi (2000)
presented a holistic framework for BPR implementation (see Figure 3). It has been
proved by above discussion that BPR is having no universal approach, model/framework
or system that can be used for reengineering by companies. Despite of the differences,
there are several factors that are considered and reported time to time as causes of success
and failure. Therefore, it is important to discuss and show those factors as well.
A BPR framework has suggested by Roberts (1994) that starts with a gap analysis and
ends with a transition to continuous improvement (see Figure 4).
The gap analysis focuses on three questions:
1 the way things should be
2 the way things are
3 how to reconcile the gap between 1 and 2.
Figure 4 Robert’s (1994) framework for BPR (see online version for colours)
Lowenthal (1994) also suggested a framework for BPR; which consists of four phases
(see Figure 5).
1 preparing for change
2 planning for change
3 designing for change
4 evaluating change.
Phase 1 Goals
• building management understanding, awareness and support for change
• preparing for a cultural shift and acquire employee ‘buy-in’.
Phase 2 Assumption
• organisations need to adopt to constantly changing marketplaces.
Business process reengineering framework and methodology 539
Phase 3 Method
• to identify, assess, map and design
• a framework for translating process knowledge into leaps of change.
Phase 4 Means
• evaluate performance during a specified time frame.
Figure 5 Lowenthal’s (1994) framework for BPR (see online version for colours)
Cross et al. (1994) suggested framework for BPR which consist of three phases; analysis,
design and implementation (see Figure 6). Author has summarised as follows:
1 Analysis
• in depth understanding of market and customer requirements
• detailed understanding of how things are currently done
• where are the strengths and weaknesses compared to the competition.
2 Design
• Based on principles that fall into six categories:
a service quality – relates to customer contacts
b workflow – managing the flow of jobs
c workspace – ergonomic factors and layout options
d continuous improvement – self-sustaining
e workforce – people are integral to business processes
f IT.
3 Implementation
• transforming the design into day to day operations.
540 H.L. Bhaskar
Figure 6 Cross et al.’s (1994) framework for BPR (see online version for colours)
be analysed and managed (Moad, 1993), users can use the meta-model to customise a
proposed BPR methodology for their BPR projects or use it to compare various BPR
methodologies.
The meta-model of BPR methodology is depicted in Figure 7, in which BPR project
is divided into major phases that are further broken down into tasks and steps. Each
element in the work breakdown structure can be defined in terms of inputs required for
starting work and deliverables to be created by the work.
Figure 7 The meta-model for a BPR methodology (see online version for colours)
The BPR team consists of participants who play different roles at various phases of the
BPR project. We suggest that the core team size should be kept fewer than 12. The core
team can be supported by subject-matter experts when needed. The team members should
be sincerely committed to the project and should have a mixture of the following skills:
teamwork, process engineering, quality management, information systems,
benchmarking, organisational and job design, and change management. Team members
can include employees, customers, suppliers, and external consultants.
BPR methods and tools can be applied to various phases, tasks, or steps of the
BPR-LC. A clear understanding of BPR concepts is critical in the earlier stages of the
BPR phases to ensure that initiatives are appropriate for the circumstances. BPR
principles are useful in guiding the redesign of new processes, as are methods such as
business process modelling and analysis methods (e.g., IDEFO and activity-based
costing). BPR tools are computer-aided tools that support specific methods. Deliverables
from BPR work include items such as process diagrams, analysis reports, or design
documents that are often created, maintained, and generated by BPR tools.
The first two phases are required for an enterprise-wide reengineering effort. The 3rd to
7th phases are for process-specific reengineering projects. The most difficult issue facing
the BPR team is resistance from people to introduction of dramatic changes. Therefore, a
BPR team needs to manage the BPR project as a planned change. To rally support and
minimise resistance, stakeholders’ interests need to be accounted for from the beginning.
The BPR-LC methodology can be used to support BPR project scheduling and
management. It also helps in selecting proper techniques and tools for specific tasks
during a BPR project. Several guiding principles in applying BPR methodology include:
544 H.L. Bhaskar
been identified, the methodologies for reengineering business processes may be used. In
order for a company, aiming to apply BPR, to select the best methodology, sequence
processes and implement the appropriate BPR plan, it has to create effective and
actionable visions. Referring to ‘vision’ we mean the complete articulation of the future
state (the values, the processes, structure, technology, job roles and environment). For
creating an effective vision, four basic steps are mentioned below.
1 the right combination of individuals come together to form an optimistic and
energised team
2 clear objectives exist and the scope for the project is well-defined and understood
3 the team can stand in the future and look back, rather than stand in the present and
look forward
4 the vision is rooted in a set of guiding principles.
All methodologies could be divided in general ‘model’ stages:
• the envision stage: the company reviews the existing strategy and business processes
and based on that review business processes for improvement are targeted and IT
opportunities are identified
• the initiation stage: project teams are assigned, performance goals, project planning
and employee notification are set
• the diagnosis stage: documentation of processes and sub-processes takes place in
terms of process attributes (activities, resources, communication, roles, IT and costs)
• the redesign stage: new process design is developed by devising process design
alternatives and through brainstorming and creativity techniques
• the reconstruction stage: management technique changes occur to ensure smooth
migration to the new process responsibilities and human resource roles
• the evaluation stage: the new process is monitored to determine if goals are met and
examine total quality programs.
Figure 9 Modified proposed universal BPR methodology (see online version for colours)
Figure 10 A proposed common BPR framework for organisation (see online version
for colours)
1 planning and executing and measuring performance on a large scale to the new mode
of operation
2 continuous process enhancement and control.
The implementation of reengineering needs people who have different roles in the
reengineering horizon. The selection of people who will reengineer is a critical success
factor in reengineering. The roles played by people in reengineering are:
1 Leader: the leader is a senior executive who authorises and motivates the overall
reengineering effort.
2 Process owner: the process owner is a manager with responsibility of the process
that is reengineered. It is his process that is reengineered.
3 Reengineering team: the reengineering team is a group of individuals who are
dedicated to reengineering of the particular process. This group includes – BPR
project sponsors, process owners, process participants, BPR facilitator and
consultants, HR specialists, IT and e-commerce specialists, etc.
4 Steering committee: the steering committee is a strategy team consisting of senior
managers, who will make the strategy for reengineering in the company and
monitors the reengineering effort.
5 Reengineering ‘czar’: the reengineering czar is the individual responsible for
developing reengineering techniques and tools within the company and achieving
synergy across various reengineering efforts that are going on in the organisation.
Czar has two important functions:
a enabling and supporting the process owners and reengineering teams
b coordinating all the ongoing reengineering activities in the organisation.
Reengineering requires effective and advance processes, advance IT, clear BPR strategy,
suitable BPR tools and excellent knowledge of existing and new processes. These make
BPR successful. Nowadays, some reputed manufacturing and service companies in India
are also implementing BPR to radically improve their performance and gain competitive
advantage. There are ten steps which appear to provide a sound basis for the
implementation of BPR in manufacturing industry.
1 clear vision and objectives
2 ensure executive committee
3 develop high level process map
4 identify process for reengineering
5 understand and measure existing process
6 redesign the process and identifying IT levels
7 develop model of new process
548 H.L. Bhaskar
4 Expected benefits
To sustain in a global manufacturing and cutthroat era, companies are redesigning and
managing their business processes by setting up competitive priorities. Thus, they must
determine which of the following eight priorities are to be emphasised as competitive
advantages:
1 low-cost operations
2 consistent quality
3 high performance design
4 development speed
5 on-time delivery
6 fast delivery time
7 product customisation
8 quantity flexibility.
BPR brings about numerous benefits to organisations. Some of the more obvious and
common benefits are cost reduction, quality improvement, service improvement,
customer satisfaction, and efficiency enhancement.
First, BPR can help companies reduce cost. Large numbers of non-value adding
activities emerge when companies expand their businesses. Those activities result in
higher cost and are often overlooked by companies. Through rethinking and redesigning
business processes, management minimises non-value adding activities leading to cost
reduction.
Second, BPR can aid organisations in delivering a higher quality to their customers.
In process-centred organisation, a work team handles a product manufacturing process.
They understand each step of the process and have full control of the whole process. Any
problems occurring during manufacturing can be detected as early as possible and the
work team can take corrective actions to resolve problems. As a result, companies can
produce better products than before.
Third, customer service can be improved by implementing BPR. In a functional
company, people in each part of the process only understand what their day-to-day job
involves. On the other hand, when an organisation is cross-functional, a process owner
oversees the whole process and its result. They can tell the customer where the order is
and when it will arrive. Therefore, customers can track their orders any time and get
feedback rapidly.
Finally, reorganising business processes can enhance efficiency. In a traditional,
functional structure, departments are separated and process flows in different departments
Business process reengineering framework and methodology 549
There is no any perfect framework and methodology that can be applied in any situation
to all organisation. Although having all the success factors incorporated in a methodology
steps will boost the prospect of BPR project success.
Over the past decade, numerous BPR frameworks have planed to guide organisations
through their process reengineering initiatives and efforts. Most of those models exhibit
similarities in key areas but have different features and characteristics. The number of
phases used in such frameworks which vary widely in range and type. The best approach
for reengineering is the one that can help an organisation carry out BPR successfully in
effective manner. As such, it should be based on well-defined phases that flow smoothly
though out the project life cycle. In addition, these phases should represent a generic
structure that comprises the overall reengineering activity. They also should be
reasonable in number and efficient in type.
In this study, author presented a brief theoretical review to understand the BPR and
key factors that contribute big role to implement BPR in a successful manner. This paper
also presents an assessment of the various elements (see Figure 1), frameworks,
methodologies, and redesign business processes in order to increase its performance. All
the issues were analysed to cover a more in-depth look at the problems of existing
traditional BPR frameworks and the traditional approach they follow. It was found that
most of these frameworks were developed for other purposes in the first place and were
later relabelled to fall under the BPR umbrella. Most of the existing BPR frameworks
appear to have serious limitations. This work sets the stage for a wide-ranging efficient
BPR framework and methodology that may implement.
On the basis of theoretical review and personal interaction with top level managers’
author identified different success and failure factors for BPR implementation that
require to compete are identified and prioritised (see Tables 1 and 2). Now, it is clear that
application of BPR in Indian manufacturing is not difficult, the situations are different
and the reasons for adaptation vary in this sector. There is still a need for exclusive and
universally acceptable model for BPR as well as a commonly applicable methodology.
Author also concludes that BPR is the ultimate solution for increasing productivity and
quality while cutting costs at the same time, putting the customer first has finally been
found. This study will be helpful to organisations seeking to improve their
organisational/operational performance.
Some Indian manufacturing organisations have adopted BPR while most organisations
are not ready for this. The major reasons behind this are – lack of suitable
framework/methodology, poor traditional technology, lack of resources, commitment,
550 H.L. Bhaskar
culture, inferior leadership quality, etc. Therefore, author suggests the best practices of
BPR framework and methodology as depicted in Figures 9 and 10 based on previous
literature on BPR and recommendations of some managers. Author also suggests that
BPR must be implemented at any cost to improve overall quality and performance
because the operations and performances of Indian manufacturing organisations (small,
medium, large) are not satisfactory and not similar to the other countries’ manufacturing
organisations. Critical importance of change management must be completely understood
by all organisations. Superior management skills, courage and willpower for radical
change should be included in organisational philosophy. Demand for change should not
be avoided. Quality cross functional operations should be a central feature in
manufacturing organisations. New methodology, framework, tools and techniques,
strategy, technology should not be avoided. Organisations must place the customer at the
centre of the reengineering effort by concentrating on Fragmented processes that lead to
delays or other negative impacts on customer service. The proposed model presented in
this study must be empirically tasted and analysed before its implementation and some
most valuable dimensions may be added if required.
In future, manufacturers, researchers or managers can expand this concept by adding
some more valuable dimensions of BPR and can produce more refined results. They can
do research on following areas:
1 Effectiveness of system development life cycle (SDLC) and agile methodology
implementation.
2 Development of a universally acceptable integrated BPR framework and
methodology.
3 How TQM can facilitate the successful implementation of BPR within
manufacturing organisation. How IT support business processes and how can
business processes be transformed using IT.
4 Risk Management tools and techniques during pre and post BPR implementation.
5 Role of culture, customers, suppliers, and process owners in effective BPR
implementation.
6 Organisational change management machinery.
7 How BPR process can be linked up with organisational strategies and performance.
8 Critical study on BPR tools and techniques and its relationship with organisational
structure.
9 Analysis, test and measurement the effectiveness of existing/proposed BPR
frameworks and methodologies before its implementation.
10 Benchmarking as an integral part or as a tool of BPR.
Business process reengineering framework and methodology 551
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