sharing of resources (limited capacity) • external communication (trigger time) • There are several ways to evaluate throughput/waiting time: • average • variance • service level • ability to meet due dates 39
Redesign criterion 3: Costs • Type of costs • fixed or variable, • human, system (hardware/software), or external, • processing, management, or support. • Note the trade-off between human/system-related costs. 41
Redesign criterion 4: Flexibility • The ability to react to changes • Flexibility of • resources (ability to execute many tasks/new tasks) • process (ability to handle various cases and changing workloads) • management (ability to change rules/allocation) • organization (ability to change the structure and responsiveness to wishes of the market and business partners) 42
Heuristic redesign framework EXTERNAL ENVIRONMENT Organisation -Structure -Population Information Technology Operation view Business process Behavioural view • Mixes elements of WCA, CIMOSA, MOBILE frameworks • Has been validated using two case studies and questionnaire among over a 100 Dutch and UK BPR experts • Classifies collected best practices 43
Heuristics positioned in the framework Customer Control relocation Contact reduction Integra- tion Process Operation Case types Activity elimina- tion Case- based work Triage Activity composi- tion Process Behavior Resequen -cing Paralle- lism Knock-out Exception Organiza- tion Case assign- ment Flexible assign- ment Centraliza- tion Split res- ponsibi- lities Customer teams Numerical involve- ment Case manager Extra resources Specialist generalist Empower Informa- tion Control addition Buffering Techno- logy Automa- tion Integral techno- logy External Trusted party Outsour- cing Interfacing 44
Heuristics defined (1) 45
Heuristics defined (2) 46
Most popular redesign heuristics* 1. Task elimination 2. Integral technology 3. Task composition 4. Parallelism 5. Specialist-generalist 6. Resequencing 7. Integration 8. Empower 9. Numerical involvement 10. Case assignment 47 *Mansar, Selma Limam, and Hajo A. Reijers. "Best practices in business process redesign: validation of a redesign framework." Computers in industry , Vol. 56, no. 5 (2005): 457-471.