Process Reengineering Essay

644 Words3 Pages
Discuss the fundamental principles which underlie process reengineering. Process re-engineering can be considered by all means a powerful catalyst for programmes aimed at a sophisticated business process and customer satisfaction. According to Hammer, Process Re-engineering PR is “the fundamental rethinking and radical redesign of processes to achieve dramatic improvement, such as cost, quality, service and speed”. Although it is very seldom utilised, Cisco is an example of a multinational corporation that has employed PR in their quest to become more profitable and successful. Basically, traditional Information systems planning frameworks tend to consider the role of IT in supporting existing processes. PR suggests that a more revolutionary approach ought to be taken when determining the requirements for IT systems. It is thus a term used to describe how organisations achieve radical improvements over a short time period using process focused methods. Regardless, it is difficult to give an absolute definition of PR and thus it is more useful to consider the 10 fundamentals that underline the principle: 1. Customer/Patient centred * Any re-engineering process must be focused on the people this includes the workers (company employees) and consumers (customers). It should also provide a medium of empowering the workers and carrying them along throughout the entire process. Ultimately, the centre of attention should be the customers, the PR and the improvements it brings to the organisation should be significant to the final users as these are the people they are built for and meant to serve. As seen in the Pharmacy Service Initiative at CVS, a potential US$2.5 billion in revenues was being lost due to customer dissatisfaction and subsequent switching to another pharmaceutical provider. Although early interviews and analysis revealed that different

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