D10 CHIA Study Guide Flashcards
(108 cards)
1
Q
What is Business Process Reengineering (BPR)?
A
The fundamental redesign of workflows and business processes within an organization.
2
Q
Who crafted the concept of Business Process Reengineering?
A
Michael Hammer, a computer science professor at MIT.
3
Q
What did Michael Hammer suggest in his 1990 article?
A
Rethinking business processes and removing those that don’t add value.
4
Q
What percentage of Fortune 500 companies had started implementing BPR by 1993?
A
60%.
5
Q
List some advantages of Business Process Reengineering.
A
- Increased productivity
- Faster and higher-quality output
- Removal of redundant steps
- Production cost reduction
- Employee and customer satisfaction
- Growth in business operations
6
Q
True or False: BPR is a simple and quick process.
A
False.
7
Q
What is the main difference between Business Process Reengineering (BPR) and Business Process Improvement (BPI)?
A
BPR involves radical changes and reconstruction of processes, while BPI focuses on incremental tweaks.
8
Q
When is the ideal time to implement a BPR strategy?
A
Sooner rather than later, ideally before stagnation or poor performance occurs.
9
Q
What are the four steps of Business Process Reengineering?
A
- Preparation and research
- Process mapping
- Planning and task management
- Implementation
10
Q
What should be included in the preparation and research phase of BPR?
A
Assembling a skilled team and analyzing existing processes.
11
Q
What is process mapping in BPR?
A
Crafting a new workflow step-by-step to visualize processes.
12
Q
What is crucial in the planning and task management step of BPR?
A
Defining project scope and listing necessary steps for implementation.
13
Q
What should be done during the implementation step of BPR?
A
Execute the plan on a small scale, document activities, and assess progress.
14
Q
What was the problem T-Mobile faced before implementing BPR?
A
Multiple call transfers leading to frustrated customers.
15
Q
What was the solution T-Mobile implemented for their customer support?
A
Training customer support agents to handle all calls from start to finish.
16
Q
What was one major outcome from T-Mobile’s BPR implementation?
A
Customer retention was at an all-time high.
17
Q
What was Honeywell’s main issue in the 1990s that led to BPR?
A
A high number of defects in the construction process.
18
Q
What significant change did Honeywell make during their BPR process?
A
Created a new integrated production system with quality control.
19
Q
What are common challenges faced during BPR?
A
- Lack of support
- Inadequate preparation
20
Q
What is a potential solution to lack of support during BPR?
A
Gather evidence to prove benefits and offer incentives for participation.
21
Q
Fill in the blank: BPR usually arises when a company is ________ or performing poorly.
A
stagnating
22
Q
True or False: Business Process Management (BPM) is the same as BPR.
A
False.
23
Q
What does BPR stand for?
A
Business Process Re-engineering
BPR is a management strategy focusing on the analysis and design of workflows and business processes.
24
Q
What is a common issue during the preparation stage of BPR?
A
Inadequate preparation
This can lead to biased agendas, confusion, or lack of motivation among team members.
25
What are potential solutions to inadequate preparation in BPR?
* Don’t rush the preparation process
* Assemble a multi-skilled team of professionals
* Gather feedback from multiple perspectives and encourage transparency
## Footnote
These solutions aim to enhance the effectiveness of the preparation stage.
26
What is a major resource constraint in BPR?
Lack of resources
## Footnote
This includes time, money, or workforce, which can hinder progress.
27
What should be done to address resource constraints in BPR?
* Be clear about the amount of time and effort needed for BPR
* Focus on the benefits the new process should bring
* Start planning on time
* Improve organization and time management skills
## Footnote
These steps help ensure that BPR can be effectively implemented.
28
True or False: BPR is a one-time event.
False
## Footnote
BPR is an ongoing in-depth improvement process.
29
What is necessary to ensure the success of a new process in BPR?
Adequate and consistent implementation
## Footnote
Inadequate application can lead to failure in achieving desired outcomes.
30
What are some potential solutions for irregular implementation in BPR?
* Accept that work is not over once the new process is implemented
* Start small and implement changes bit-by-bit
* Test and measure all the time
* Oversee adaptation and provide extra support where needed
## Footnote
These strategies help maintain consistency and effectiveness.
31
What is the primary goal of fundamentally redesigning workflows in BPR?
Streamline operations, reduce costs, and drive growth
## Footnote
This approach aims to enhance overall efficiency and competitiveness.
32
Fill in the blank: BPR can give your organization a breath of fresh air by embracing _______.
business process reengineering
## Footnote
This indicates the transformative potential of BPR in organizations.
33
What is Business Process Reengineering (BPR)?
BPR is a strategic management approach that overhauls and redesigns existing business processes to enhance efficiency and effectiveness.
## Footnote
It involves analyzing workflows, identifying bottlenecks, and deploying innovative solutions.
34
What are the major components analyzed during BPR?
* Strategy
* Organization
* Process
* Technology
* Culture
## Footnote
These components help in understanding and transforming business processes.
35
What are the three phases of BPR?
* Analysis phase
* Design phase
* Implementation phase
## Footnote
BPR is also known as business process redesign and business transformation.
36
What is the first step in the Business Process Reengineering process?
Identify the scope and goals of the reengineering initiative.
## Footnote
This step sets the foundation for the entire BPR project.
37
What is a key benefit of BPR?
* Improved efficiency
* Cost reduction
* Enhanced customer satisfaction
* Increased agility and flexibility
* Quality improvement
* Enhanced innovation
* Improved employee engagement
* Better alignment with business goals
* Competitive advantage
## Footnote
BPR plays a major role in improving organizational performance.
38
What are the 7 rules of Business Process Reengineering?
* Organize around outcomes, not tasks
* Identify and eliminate non-value-added steps
* Combine steps
* Empower workers
* Capture information once and at the source
* Link parallel activities
* Put decision making where the work is performed
## Footnote
These rules guide organizations in BPR initiatives.
39
Fill in the blank: BPR focuses on redesigning a process as a whole, which includes fundamentally _______ how the organizational work should be done.
rethinking
40
What is the second step in the BPR implementation process?
Establish a competent team.
## Footnote
A cross-functional team is necessary to minimize chances of failure.
41
What is the purpose of mapping current processes in BPR?
To identify inefficiencies, bottlenecks, and areas for improvement.
## Footnote
This analysis is crucial for effective redesign.
42
What is the main focus of the Hammer/Champy methodology?
It involves six steps starting from introducing the reengineering process to employees to implementing the redesigned processes.
## Footnote
This methodology popularized business process reengineering.
43
True or False: The Davenport methodology emphasizes the importance of information technology in business reengineering.
True
44
What is a key aspect of the Kodak methodology in BPR?
Planning the process of the reengineering project and defining all project administration rules and procedures.
## Footnote
This step ensures clarity and organization in the reengineering efforts.
45
What was a significant outcome of GE Aircraft Engines' BPR initiative?
A reduction in engine development time from 60 months to 18 months.
## Footnote
This transformation was achieved through streamlined processes and supplier collaborations.
46
What did Amazon.com implement to optimize its order fulfillment process?
* Advanced warehouse automation technologies
* Redesigned warehouse layout
* Intelligent inventory management systems
* Data analytics and forecasting tools
* Customer-centric processes
## Footnote
These innovations significantly improved efficiency and customer satisfaction.
47
What is the outcome of BPR initiatives at Amazon.com?
Significantly improved order fulfillment speed, reduced delivery times, and increased customer satisfaction
## Footnote
The initiatives also led to improved warehouse efficiency and accuracy.
48
How did advanced inventory management systems impact Amazon.com?
Reduced stockouts and improved inventory turnover
## Footnote
This contributed to Amazon's reputation for efficient operations.
49
What position did Amazon.com achieve in e-commerce as a result of BPR?
Became a leader in e-commerce, renowned for efficient operations and excellent customer service.
50
What are some challenges of business process reengineering?
Varies by organization, but can include resistance to change and misalignment of processes.
51
What are the key roles involved in BPR?
* Project managers
* Business analysts
* Stakeholders
* IT specialists
52
How can business process reengineering be applied across various industries?
By customizing strategies to fit specific industry needs and operational challenges.
53
What benefits does business process reengineering provide?
* Increased efficiency
* Reduced costs
* Enhanced customer satisfaction
54
What is the primary aim of Business Process Reengineering (BPR) in the public sector?
To achieve radical process and structural changes.
## Footnote
BPR aims to break down traditional organizational structures and eliminate functional silos for integrated services.
55
What are the challenges highlighted in public sector transformation efforts?
Multiple challenges around policy, institutional and people issues.
## Footnote
These challenges have been discussed in various studies, indicating a complex landscape for transformation.
56
What is the definition of 'transformation' in the public sector context?
A fluid concept used to signify different outcomes, involving substantial changes in policies, structures, and processes.
## Footnote
Transformation can include digital transformation, BPR, and business scope revaluation.
57
Fill in the blank: The recent public sector transformation efforts have resulted in _______.
[mixed results]
58
What is a significant outcome of BPR led transformation efforts in public sector institutions?
Improved efficiency and integrated processes across functions.
## Footnote
However, these efforts have also led to the formation of new silos.
59
True or False: Most public sector transformation efforts focus solely on radical changes.
False
## Footnote
Many efforts have been focused on cosmetic changes rather than radical transformations.
60
What did prior research reveal about the adaptation of BPR in the public sector?
BPR has not been thoroughly investigated in terms of its adaptation and outcomes in public sector transformation.
## Footnote
This indicates a gap in understanding how BPR principles apply to the public sector.
61
What are the systemic challenges that need to be overcome in public sector transformation efforts?
Obstacles related to culture, policy alterations, and stakeholder beliefs.
## Footnote
These challenges often pressure institutions to change their operational and cultural frameworks.
62
What is 'citizen-centric' service in the context of public sector transformation?
Services that are designed to meet the needs and preferences of citizens directly.
## Footnote
This involves re-engineering processes to enhance citizen engagement and service delivery.
63
Fill in the blank: The research identified that transformation in public sector institutions often leads to _______.
[incremental changes]
64
What does the historical context of BPR in the private sector indicate for public sector transformations?
Public sector organizations are beginning to follow a similar pattern of transformational change.
## Footnote
This trend mirrors the BPR movement witnessed in the 1990s.
65
What is a key prerequisite for implementing radical change in large organizations according to early BPR studies?
Multi-skilled cross-functional teams and effective communication channels.
## Footnote
These elements are essential for managing change effectively.
66
True or False: Transformation in government can be achieved without ICT-led policy instruments.
False
## Footnote
ICT-led policies are crucial for implementing effective transformation in public services.
67
What is a significant finding regarding the outcomes of public sector transformation efforts?
Many initiatives have failed to realize their objectives, leading to waste of taxpayer money and decline of trust.
## Footnote
This highlights the need for more effective strategies in transformation efforts.
68
What is the purpose of data triangulation in research?
To verify findings through multiple sources of data
69
What steps are involved in the thematic analysis process?
* Transcribing interviews
* Examining transcribed scripts
* Capturing items of interest
* Grouping codes into themes
70
What is a key driver for public sector transformation efforts?
Management commitment
71
What impact does institutional culture have on knowledge sharing?
It impedes sharing between back and front-office employees
72
What does successful transformation require according to the empirical findings?
* Collaborative environment
* Streamlined business processes
* Knowledge sharing
73
What did the findings suggest about the nature of BPR in public sector transformation?
It can help achieve necessary support without disrupting core values
74
What unintended consequence can arise from change in public sector organizations?
Dismantling or reshaping silos
75
What is one essential requirement for public sector transformation efforts?
A single access point with clear responsibility
76
Fill in the blank: The organisational structure should facilitate _______ processes.
customer-centric
77
What is critical for creating a culture in public sector transformation?
Collaboration and sharing knowledge across functional boundaries
78
What is the main focus of the organisational structure in customer-centric processes?
Facilitate customer-centric processes and balance public values and concerns
## Footnote
New silos may emerge to ensure necessary controls and strengthen collaboration.
79
What is essential for effective service delivery according to the document?
Creating a culture for collaboration and sharing knowledge across functional boundaries
## Footnote
Focus on processes and citizens' needs rather than functional responsibilities.
80
What is critical for realizing one-stop, integrated services delivery?
Harmonisation of business processes and integration of supporting ICTs
## Footnote
Reusing information and avoiding duplication of activities is essential.
81
What was the focus of the local authorities in the transformation process?
Educating and training staff on the process and outcomes of transformation
## Footnote
Emphasis was on facilitating a culture change in public sector work.
82
How did the transformation efforts affect the existing silos in public sector organisations?
Silos were strengthened or changed to make services more citizen-centric
## Footnote
Different departments address conflicting public concerns.
83
What are the three main areas of synergy between BPR and public sector transformation efforts?
* Shift to customer service outcomes
* Re-alignment of organisational structures for process orientation
* Acceptance of incremental changes in transformation projects
84
What is the primary difference between BPR in the private sector and public sector transformation?
BPR focuses on reducing costs and increasing profits, while public sector transformation focuses on improving citizen service outcomes
## Footnote
Emphasis on reducing waste and enhancing user experience.
85
What is essential for the success of public sector transformation according to the study?
A clear vision and high employee participation in the change effort
## Footnote
This contrasts with the overly optimistic approach of the BPR era.
86
What role does ICT play in public sector transformation?
ICT is a dominant driver of transformation efforts
## Footnote
It enables the re-engineering of processes and workflows.
87
Fill in the blank: The study concluded that public sector transformation requires creating a _______ organisational and policy landscape.
less complex
88
What was a key factor for public sector institutions during the transformation process?
Changing established norms and culture
## Footnote
This was crucial for both local authorities examined in the study.
89
What future research is suggested to further understand BPR's influence in the public sector?
Comparative studies of transformation efforts in different public institutions
## Footnote
Evaluating the impact on public service users is also recommended.
90
What does BPR stand for?
Business Process Re-engineering
91
What is the primary focus of public sector transformation efforts?
Improving efficiency and effectiveness through reform
92
True or False: BPR is exclusively a technology-driven approach.
False
93
List three key challenges associated with BPR in the public sector.
* Resistance to change
* Lack of clear objectives
* Insufficient stakeholder engagement
94
What is one of the primary motivations for adopting innovations in public administration?
To enhance service delivery
95
Fill in the blank: BPR aims to radically redesign business processes to improve _______.
performance
96
What role does citizen-centricity play in public sector transformation?
It focuses on improving the quality of services delivered to citizens
97
Identify the four stages of developing fully functional e-government according to Layne & Lee.
* Cataloguing
* Transactional
* Vertical integration
* Horizontal integration
98
What is the significance of communication in changing organizational structure?
It facilitates understanding and acceptance of changes
99
What methodological approach is suggested for studying transformational government?
Qualitative comparative analysis
100
True or False: E-government and digital transformation are synonymous.
False
101
What is a common theme in the literature regarding public management reform?
The need for a balance between technology and human factors
102
Fill in the blank: The World Bank provides a _______ for digital governance projects.
database
103
List two outcomes of ineffective BPR efforts.
* Increased operational silos
* Diminished public trust
104
What does the term 'silos' refer to in the context of public sector organizations?
Isolated departments or functions that do not communicate effectively
105
What is the importance of stakeholder engagement in BPR?
It ensures that all relevant parties contribute to and support the transformation process
106
What is the impact of information and communications technology on government transformation?
It enhances efficiency and citizen trust
107
Fill in the blank: The primary focus of digital transformation is to leverage _______ to improve public service.
technology
108
What is a key conclusion drawn from the findings of BPR-led transformation in the UK and Netherlands?
That BPR can lead to significant operational improvements if implemented effectively
