8. Process Redesign

Question 1

What’s the difference between product vs process innovation?

Answer 1

Product innovations: Development of new products or the addition of new features to existing products.

Process innovations: Redesign of processes such that customers are
drawn to buy the products or services that these processes generate

Question 2

What’s organizational entropy?

Answer 2

Is a measure of the level of disorder in a business process; specifically:
- All business processes evolve over time;
- As a result, they grow more complex, and their performance gradually deteriorates.

Question 3

What are the 7 elements that help to think and reason about the most important manifestations of process redesign?

Answer 3

• Internal or external customers
• Business process operation
• Business process behavior
• Organization structure and population
• Information
• Tech
• External environment

Question 4

What are the elements of the devil’s quadrangle?

Answer 4

• Time
• Cost
• Quality
• Flexibility

Question 5

What are the 3 levels of abstraction in redesign approaches?

Answer 5

• Highest: methods - collection of problem-solving approaches
• Next lower: technique - set of precisely described procedures
• Lowest: tool - computer software package to support the execution of one or more techniques

Question 6

Draw the redesign orbit and put a method inside each intersection

Answer 6

Check notes

Question 7

What the 3 axes of the redesign orbit?

Answer 7

Ambition: transactional(incrementally, doesn’t challenge current process structure) vs transformational (breakthrough innovations)

Nature: Analytical (math & quanti) vs Creative (creativity and ingenuity)

Perspective: Inward (insiders perspective vs Outward (outsiders perspective) looking

Question 8

How can heuristic methods be evaluated?

Answer 8

In qualitative or quantitative way

Question 9

What are the main characteristics of Heuristic process redisign?

Answer 9

• Main component of the design stage is the methodological evaluation of a set of redesign heuristics;*
• A heuristic can be seen as a rule of thumb for deriving a different process from an existing one;
• All heuristics are based on historic redesign projects, where they were applied successfully to generate
  process redesign scenarios.

Question 10

Name 2 examples per each category of heuristic method and describe briefly

Answer 10

Time
- Paralelism: paralel instead of sequential
-Case-based work: the opposite of batch work

Cost
- Activity elimination: do less activities
- Empower: employees take decisions for themselves

Quality
- Triage: differentiate between different cases
- Case assignment: responsible for specific cases to a better quality:

Flexibility
- Flexible assignment: have workers that can do different tasks, for flexibility in different scenarios
- Centralization: to have a better overview of the resource utilizations

Question 11

What are the main insights of redesign principles of Business Process Reengineering?

Answer 11

Insights:
- strong ambition leads to huge rewards
- go beyond pure automation
- integrated, cross-functional way.

Redesign principles:
- info captures fresh at the source
- Integrate information-processing work with the real work where this information is produced
- let those with an interest in the output of a process not only participate in it but drive it all the way
- Put every decision point in a process preferably at the place where work is performed.

Question 12

What are the stages of product-based design?

Answer 12

1. Scoping
2. Analysis
3. Design
4. Evaluation

Question 13

What are the stages of heuristic process redesign?

Answer 13

1. Initiate
2. Design
3. Evaluate

Question 14

What are the stages of 7FE framework?

Answer 14

1. Prepare
2. Generate
3. Evaluate