Once this framework has been worked through, detailed flowcharts or "process maps" can be drawn. Two maps should be drawn for each process: an "is" map and a "should be" (detailing the ideal state). The mapping of business processes is given attention in a separate section, together with other mapping tools.

There are many techniques associated with the various stages of a BPR project. An indication is given in the figure. This figure uses the overall soft systems methodology as a framework. Notice that once the "real world" analysis has been completed, good BPR involves taking a step back. (What Davenport calls a "vision statement" and Hammer calls "starting with a blank sheet of paper")? If you don't do the conceptual stage, you are really doing work-study or a kaikaku exercise, not BPR.

Many of the techniques are further described in this book. Others are given in the companion volume, The Quality 60. Implementation often requires what Hammer refers to as a "Process Tsar" - this has similarities with the strong project manager found in concurrent engineering design activities.

Workflow software is increasingly being used in BPR implementations. An example is Lotus Notes, suitably adapted. Such software enables a job to be electronically routed from workstation to workstation, irrespective of department. Jobs can have multiple versions, be signed off at each stage, be routed to alternative workcentres, and be monitored for progress.

Of course, BPR is not just technique. To be successful a complete change in culture is required, from departmental thinking to process thinking. That is the really hard part!

Further reading:
Michael Hammer and James Champy, Reengineering the Corporation, Nicholas Brealey Publishing, 1993
Geary Rummler and Alan Brache, Improving Performance, Jossey Bass, 1990
Thomas Davenport, Process Innovation, Harvard Business School Press, 1993.
Raymond Manganelli and Mark Klein, The REengineering Handbook, AmaCom, New York, 1994, ISBN 0-8144-7923-5

Institute Of Business Process Reengineering
1 Cecil Court, London Road, Enfield, Middlesex, EN2 3AF Tel +44 (0)181 366 6718

Workflow
see http://www.aiai.ed.ac.uk/wfmc
Reference
Peter Lawrence (ed) Workflow Handbook, Wiley, 1997