ITEC 4030 Lecture Notes - Business Process Management, Critical Path Method, Customer Service
26 Mar 2014
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Document Summary
Itec 4030 winter 2011 peter khaiter. Lecture 6 analysis and redesign of business processes jan 26. Deliverables: software-based process model, process reengineering report. Key participants: process participants, bpr team. Zyco customer service process elements of the process scoping. Process redesign goals: capitalize on e-business opportunities in order to: enhance customer service (reduce cycle time, reduce fraud exposure, reduce costs for partners (agents and repair shops) Process targeted: auto windshield claims process: subprocess 1: checking insurance coverage, subprocess 2: repairing the windshield, subprocess 3: processing the insurance claim and settling payment. Inefficiencies of as-is process: delay in providing service due to backlog of phone calls, unwanted fraud exposure, telephone tag problems faced by the repair shop. What: understand how well the process works, diagnose process performance problems (time- and cost- related metrics, identify bottlenecks/critical areas (queues, process capacity, resource usage, identify other problems that are not necessarily quantifiable. How (analysis methods): identification of process problems through modeling and data collection.
