Operations Management - Process Redesign
Claims Outlay Recovery for XXXXXXXXXXXXX Ltd – An analysis of a recently undertaken process redesign and commentary on its effectiveness
Submission Date : 15th April 2013
Word Count: 3654 (Excl. Title page, contents, Exec Summary, Figures, references, bibliography)
1) Executive Summary 2
2) Introduction 3
a) XXXXXXXXXXXXX Ltd 3
b) Scope Of The Review 4
c) Current Cash Collection Process 6
d) Objectives 7
3) Business Process Review 7
1) Step 1 : Schedule planning and programme development 9
2) Step 2 : Review the current process 10
3) Step 3 : Speak to job holders about the current process 11
4) Step 4 : Draft process maps based on the current process and obtain job holder feedback 12
5) Step 5 : Feedback review workshop 12
6) Step 6 : Hold a process improvement Workshop 13
7) Step 7 : Draft new and improved process flows 14
8) Step 8 : Provide the client with the final documentation for review 14
9) Step 9 : Process roll out 15
10) Step 10 : Ongoing Review and recommendations 15
4) Conclusions 15
Bibliography 18
1) Executive Summary
XXXXXXXXXXXXX is a new emergent player in the credit hire market. Faced with lower than projected cash recovery rates the company sought consultant support to review the current collection process and recommend process solutions which would improve both the effectiveness and efficiency of the operational process.
The purpose of this report is to critically review the existing process and the manner in which it was designed in order to explain why it is not achieving the required performance levels and make proposals for further improvements that may be introduced.
The business has failed to give the process redesign the attention and priority it requires in order to ensure that it is completed in a timely and efficient manner. They has also failed to gain staff buy in to the process the easiest way of ensuring that the amended
Submission Date : 15th April 2013
Word Count: 3654 (Excl. Title page, contents, Exec Summary, Figures, references, bibliography)
1) Executive Summary 2
2) Introduction 3
a) XXXXXXXXXXXXX Ltd 3
b) Scope Of The Review 4
c) Current Cash Collection Process 6
d) Objectives 7
3) Business Process Review 7
1) Step 1 : Schedule planning and programme development 9
2) Step 2 : Review the current process 10
3) Step 3 : Speak to job holders about the current process 11
4) Step 4 : Draft process maps based on the current process and obtain job holder feedback 12
5) Step 5 : Feedback review workshop 12
6) Step 6 : Hold a process improvement Workshop 13
7) Step 7 : Draft new and improved process flows 14
8) Step 8 : Provide the client with the final documentation for review 14
9) Step 9 : Process roll out 15
10) Step 10 : Ongoing Review and recommendations 15
4) Conclusions 15
Bibliography 18
1) Executive Summary
XXXXXXXXXXXXX is a new emergent player in the credit hire market. Faced with lower than projected cash recovery rates the company sought consultant support to review the current collection process and recommend process solutions which would improve both the effectiveness and efficiency of the operational process.
The purpose of this report is to critically review the existing process and the manner in which it was designed in order to explain why it is not achieving the required performance levels and make proposals for further improvements that may be introduced.
The business has failed to give the process redesign the attention and priority it requires in order to ensure that it is completed in a timely and efficient manner. They has also failed to gain staff buy in to the process the easiest way of ensuring that the amended
Bibliography: Rohler, TR and Silver, EA (1997). A tutorial on Business Process Improvement. Journal of Operations Management Vol 15 p139-154. Cousins, J and Stewart, T Lowson, RH. (2002) Strategic Operations Management: The new competitive advantage. London: Routledge. Slack N, Chambers S and Johnston R (2001). Operations Management. Harlow : Pearson Publishing. Slack N, Chambers S and Johnston R (2010). Operations Management. Harlow : Pearson Publishing. Hammer, M amd Champy, J (1993) Reengineering the Corporation: A Manifesto for Business Revolution. New York : Harper Business. Hammer, M. Reengineering Work: Don’t Automate, Obliterate. Harvard Business Review, July - August 1990 Yih-Chang Chen (2001) “Empirical Modelling for Participative Business Process Reengineering” [online] Johne, A and Storey, C (1998) "New service development: a review of the literature and annotated bibliography", European Journal of Marketing, Vol. 32 Iss: 3/4, pp.184 - 251