Introduction
According to the evaluation of the Benchmark System Company, Business Process Improvement is a contemporary management technique that can assist the organization in achieving its critical success factors. Business Process Improvement is a technique that involves the manager and the workers commitment to continuous improvement in quality as well as critical success factors (Tidd and Pavitt, 2009).
Rationale for Business Process Improvement
Business Process Improvement results in an increase in operation efficiency and customer focus. Therefore, the rationale for Business Process Improvement includes the need for change, motivating factors of the change process and competition in the business environment.
According to Blocher, Stout, & Cockins (2010), operation processes in the current competitive universe experience the effects of technology. For instance, networks, software and access to information are changing at a faster rate while interfering with the expenditures of organizations. As a result, organizations need to adapt to changes as they continuously receive process updates.
In the Benchmark System Company, the questions that frequently presents concern the business goals, competition, improvement processes and the change techniques. This is because the company has several critical success factors that require assessment.
They include high turnover, client improvement, customer satisfaction, expenditure management and support issues. Therefore, in order to improve these factors, the Benchmark System Company has a challenge of putting new processes, procedures as well as systems into place. This is possible through implementation of Business Process Improvement because it will affect the profitability as well as the stability of the company.
Moreover, the Benchmark System Company has some motivating factors to the process of change. They comprise concern for customer services, operation cost, employees’ production, operation processes, technology advancement, challenges in the market and organization infrastructure.
Therefore, these motivating factors create the need for Business Process Improvement. This is because the process aid in providing solution to most of the concerns.
Finally, Business Process Improvement assists in production enhancement via achievement of specific goals. They include, enhancement of customer services, improvement of employees’ ability to anticipate and respond to changes that take place in the business environment, maximization of business opportunities and reduction of inefficiencies as well as errors (The Frame Group Limited, 2008).
Since these goals apply to Benchmark System Company, there is need for the implementation of Business Process Improvement. Additionally, Business Process Improvement helps an organization to understand the need for doing business, cumbersome processes, competition and the desire of having a working environment with excellent practices.
A description of the Business Process Improvement
Drucker (2008) states that Business Process Improvement assist organizations to maximize resources. Moreover, Business Process redesigning and engineering are rooted to it.
Therefore, it focuses on doing the correct thing because it tries to minimize variation in processes so that the organization can achieve the anticipated outcome with proper resources utilization. As a result, the Business Process Improvement works via definition of goals, determination of customers and alignment of processes.
To begin with, the definition of goals as well as purposes involves determination of the organization reason for existence, the activities that they undertake and the rationale. Secondly, the determination of customers involves a thorough analysis of the people that the organization serves (Kerzner, 2010).
Lastly, alignment of the processes entails organization realization of the techniques that improve the existing activities. Therefore, the aim of Business Process Improvement is a fundamental change in performance and not incremental in amendments. This helps an organization to fit in the competitive business environment.
In order to have a successful Business Process Improvement, everyone in the organization needs to be involved. This is because people contribute differently in the achievement of an organization vision. Hence, role definition is imperative in Business Process Improvement. Griffin (2010) explains the four roles that include leadership, ownership, management and operator.
Although the roles are peculiar, they work together to achieve an effective and efficient Business Process Improvement. Furthermore, some people in the organization may find themselves performing more than a single role. As a result, the roles have four categories that include planning, doing, checking and acting.
The leadership role involves the creation of procedures and resourcing plans that aid in the achievement of Business Process Improvement. It entails the definition of the customers, the employees as well as the business needs (Hazlett & McAdam, 2010). Thus, the planning, doing, checking and acting phases play a significant role in elimination of barriers to critical success factors.
For instance, it ensures that products produced are of high quality and customers are satisfied. In the planning phase, performance objectives are determined via analysis of the customers, the stakeholders, the community, the employees and the suppliers (Tidd and Pavitt, 2009). This involves an understanding of competition in order to translate business issues into performance objectives.
For example, a company can react to the threat of market demand by formulation of an objective that ensures constant supply of products. Blocher, Stout, & Cockins (2010) state that the doing phase entail removal of barriers to Business Process Improvement. The barriers can be lack of training, inadequate resources of harsh working environment.
As a result, the organization requires collecting data and analyzing performance of the business. This is possible in the checking phase where activities appraisals take place as issues that hinder Business Process Improvement are rectified or eliminated.
Finally, in the acting phase, the organization creates action for improvement. This helps the company to achieve its vision of effective and efficient Business Process Improvement.
The Frame Group Limited (2008) argues that ownership is important in Business Process Improvement because it give employees the power to create, update as well as approve work procedures that aid in the achievement of the organization goals and objectives.
Hence, employees need to understand the customers need in order to create procedures that lead to customer satisfaction and growth. Moreover, the employees need to determine their needs and address them. This will lead to achievement of critical success factors like employee satisfaction, training and competence.
Moreover, the organization can use problem solving skills, risk assessment as well as root cause analysis to address the issues of Business Process Improvement (Drucker, 2008). Problem solving skills involve a critical analysis of existing issues followed by proposed solutions and implementation strategies.
On the other hand, risk assessment help in reduction, elimination and mitigation of anticipated factors that can interfere with Business Process Improvement. This alleviates obstacles of critical success factor. Lastly, the root cause analysis reacts to an existing problem. For example, the organization uses it to determine the cause of a problem and implement corrective measures.
In a recent research, Kerzner (2010) explains that Business Process Improvement has four fundamental processes. They include the necessity of aligning business goals, client focus, benchmarking and establishment of owners. To begin with, the alignment involves integration of balance scorecard and Business Process Improvement initiatives.
Secondly, client focus concentrates on the customer issues to ensure that the organization hears their voices and address complains. Thirdly, benchmarking stress on specific, achievable and realistic goals that lead to measurable results. Finally, establishment of owners empower the employees with authority and responsibility.
This make them feel valued thus increasing their motivation towards Business Process Improvement. In order to implement Business Process Improvement, the methodologies are important. They include definition of the problem, determination of the outcome and reorganization of the organization ability to meet the new objectives.
The implementation of Business Process Improvement
The implementation involves four fundamental steps. They include identification and selection of the procedures, mapping and redesigning of the processes and implementation of the solution (Griffin, 2010). Although they are steps, they form a cycle that the organization follows without making a stop. This continuity allows interaction that ensures efficient and effective implementation of Business Process Improvement.
The first process involves identification of business procedures and it involve acceptance of the need of change. This is because the acceptance will lead to identification of an opportunity that will result to excellent outcome (Hazlett & McAdam, 2010). The determination of process owner then follows.
This process empowers the employees with authority and responsibility of implementing the Business Process Improvement. Finally, the organization develops goals and objectives that will direct the selected business procedure. Additionally, the identification process creates an understanding of doing business, the stakeholders’ involvement as well as the idea of change (Hackes, 2008).
As a result, it comprise of identification of barriers to critical success factors and the activities that will alleviate them. For example, if the problem is lack of employees training, activities that promote workers development require consideration.
The mapping process involves analysis of the procedures that take place in the organization. This involves all the activities that relate to the employees, the customers and the management (Tidd and Pavitt, 2009). They may include production, processing, supply and management activities. Additionally, the mapping process includes evaluation of available resources and determination of weaknesses.
The evaluation of available resources is imperative because the principle of Business Process Improvement states that an organization should use what it own, as it is cost effective. On the other hand, determination of weakness helps an organization minimize them while maximizing the strength.
This process usually helps an organization to choose the best Business Process Improvement activity. For instance, an organization that has a weakness of employee turnover will implement strategies that lead to workers retention. Finally, the mapping process involves documentation as it ensures consistency in routine.
The first step in the redesigning of the processes and the initial activity is the identification of goals for the selected procedure (Blocher, Stout, & Cockins, 2010). For example, if the procedure entail employee training, then the goals should aim at increasing the competency of the workers. Secondly, the employees together with the managers should work together and formulate processes that lead to workers development.
The processes can be on job training or scholarship for further education. Stimulation, evaluation as well as redefinition of the suggested processes follow it (The Frame Group Limited, 2008). Thereafter, the organization selects a process that meets the set goals. This is because it will lead to effective implementation of the Business Process Improvement.
Finally, the organization implements the chosen process by integrating it with the existing procedures. This entails an analysis of the available resources together with cost benefit. For instance, the organization will analyze the benefit of the proposed process as well as anticipated problem.
The final step in Business Process Improvement is implementation. It involves all the activities that the company will perform to ensure that the selected Business Process Improvement procedure is taking place. This step involves finalization of the Business Process Improvement (Drucker, 2008). It includes activities like gaining consensus, funding, improving infrastructures and developing processes.
Therefore, the organization should cautiously implement as well as integrate the Business Process Improvement activities in to the existing system. This ensures that the Business Process Improvement is in line with the objective of the organization.
As a result, continuous monitoring and evaluation is imperative as it aid in identification and rectification of problems. Moreover, it ensures that the selected process is on the road to achieving the organization mission and vision. Therefore, this makes Business Process Improvement a continuous process.
Application of Business Process Improvement by other organizations
Different organizations apply Business Process Improvement in a peculiar way depending on their vision and mission. Some common techniques involve problem solving, brainstorming, cause-effect diagrams and policy deployment (Kerzner, 2010). Problem solving cycle is a continuous process that entails identification of a problem together with the solution.
For instance, the problem can be an emergency or an attempt to do something in a different way. The organization need to analyze the cause as well as the way forward.
Next is the selection of a suitable solution. The solution may provide an answer to the problem or it may lead to a repeat of the whole process. Therefore, this technique is a circle and with careful monitoring it alleviates problems that hinder the success of an organization.
In other organizations, brainstorming has been successful in achievement of Business Process Improvement. Brainstorming is pooling of ideas from all the people in the organization before declaration of a final decision (Griffin, 2010). It begins with formation of a team, definition of a problem and generation of ideas.
A thorough review of the ideas follows. Finally, the organization selects the procedure that facilitates Business Process Improvement. For instance, if an organization has a problem with customer satisfaction, all workers will have a chance of airing out their views. Finally, the management together with employees will select a favorable solution.
According to Hazlett & McAdam (2010) other organizations apply the cause and effect diagrams to achieve Business Process Improvement. This entails exploration of links that exist between causes and effects of issues. It operates under the principle that a single problem can have many causes. It is used to identify the causes of any effects. The effect can be a problem or something beneficial.
Moreover, if something beneficial occurs, the organization should find out its cause so that they can increase the chances of it happening again. For instance, an organization with satisfied employees should find out the cause of that satisfaction so that they maintain it.
On the other hand, if an organization produces low quality products, it should establish the cause so that it can rectify. There are steps that organizations need to follow in order to apply the process of cause and effect diagram. They include problem identification, cause analysis selection as well as implementation of a probable solution.
Finally, some organizations use policy deployment to implement Business Process Improvement. This technique entails breaking down of an organization objective into several goals that ensure every member play a role in Business Process Improvement (Hackes, 2008). For example, if the company wants to improve its product, it will formulate several goals that ensure every person play a role in the improvement process.
Applicability of Business Process Improvement to Benchmark System Company
Business Process Improvement applies to Benchmark System Company at three levels. They include the organization, the employees and the customers’ levels. This is because the company has problems with some critical success factors that concern the organization, employees and the customers. Therefore, Business Process Improvement will offer a solution to these problems.
To begin with, the Benchmark System Company has a number of issues concerning sales, support, products and internal processes. The sales have been decreasing instead of rising. Additionally, the company has ineffective support quality leading to poor products.
Moreover, inefficient internal processes have resulted to long waiting hours. As a result, Business Process Improvement will assist in streamlining those issues. This is because it will help in identification of causes of those problems as well as proposing the way forward. Therefore, the company will have an increase in sale, efficient support, quality products and effective internal processes.
Secondly, Benchmark System Company has some problems with critical factors that concern the employees. They include satisfaction, training and competence. The employees are dissatisfied, have inadequate training and are incompetent.
Therefore, the company needs to find a solution, which is Business Process Improvement. This is because it is a contemporary management technique that ensure the company has qualified and skilled employees. As a result, it will ensure that employee development and satisfaction take place.
Finally, the Business Process Improvement is important because it will help the company satisfy the customers’ needs. This is because the Benchmark System Company has a number of issues concerning the customers. They include client growth and customer dissatisfaction.
As a result, Business Process Improvement is the best contemporary management technique that applies to the company. This is because the technique will ensure that customers receive quality products. Besides, their demands and concerns will receive attention.
The plan for implementation of Business Process Improvement in Benchmark System Company
The implementation of Business Process Improvement will involve problem solving, brainstorming, cause-effect diagrams and policy deployment. This is because these processes are efficient and effective in ensuring that the implementation of Business Process Improvement take place.
To begin with, the problem solving cycle will begin by determination of all the companies’ problems that concern the organization, the employees and the clients. Thereafter, every person in the organization will suggest the applicable solution.
A thorough analysis of the proposed solutions will take place. Finally, a selection of solutions will take place and then implementation phase begins. During the implementation phase, monitoring and evaluation will take place to ensure that the Business Process Improvement is on the right track.
The second technique will be the brainstorming process. This will involve formation of different groups within the organization. The different groups will then generate ideas of how the workers can improve the relationship with each other as well as the customers.
The different groups will then come together and select some imperative ideas. After that, the assembling of the required recourses will take place and the selected proposals implemented. This technique is important because it will ensure implementation of a sustainable Business Process Improvement.
Thirdly, the company will use the cause effect diagrams to implement the Business Process Improvement. This will involve investigations of the causes of both the company’s problems as well as successes.
For example, the company can investigate the cause of all the problems relating to the critical success factors like employee dissatisfaction. On the other hand, an investigation of factors that leads to strengths will take place. After the cause identification, alleviation of the causes that result to problems will take place.
On the other hand, enhancement of the causes that lead to strengths will also take place. The two activities will result to a perfect organization, which is the aim of Business Process Improvement.
Finally, policy deployment is a technique that will facilitate a smooth implementation of Business Process Improvement. It will begin by formulation of goals that focus on different activities that facilitate the implementation of Business Process Improvement.
The goals will focus on the organization, the employees and the clients. For instance, the company can formulate a goal that ensures all the clients receive quality services.
After goal formulation, policy development will take place. The policies will provide directions for all the activities that the employees engage in. For instance, activities towards the implementation of Business Process Improvement will have policies that direct them.
Conclusion
In conclusion, Business Process Improvement is an imperative contemporary management technique. This is because it will help the Benchmark System Company achieve its critical success factors.
References
Blocher, E., Stout, D., & Cockins, G. (2010). Cost management; A strategic Emphasis. New York: McGraw Hill Companies.
Drucker, P. (2008). Management: Tasks, Responsibilities and Practices. New York: Taylor and Fransis.
Griffin, R. (2010). Fundamentals of Management. New York: Cangage.
Hackes, C. (2008). Top Quality Mangement: The Key to Business Improvement. North Carlifornia: Springer.
Hazlett, M., & McAdam, R. (2010). Business Improvement: Intergrating Quality, Inovation and Knowledge. New York: Routledge.
Kerzner, H. (2010). Project Management. New Jersey: John Wiley and Sons.
The Frame Group Limited. (2008). Business Process Improvement. The Business Process Improvemnt Workbook , 23 (18), 58-67.
Tidd, J., Bessant, J., & Pavitt, K. (2009). Continuous Improvement: Specific Techniques. Managing Inovations , 1 (7), 31-34.