Week 11 - Redesign Principles and Tactics (2)

Sources/References:
1) Lecture Notes
2) "eStrategy for Development"
http://ict.moe.org.ir/_ICT/Documents/Session6-7%20BPR%20Basics.pdf
3)
http://higheredbcs.wiley.com/legacy/college/turban/0471229679/add_text/ch09/el_sawy.pdf
4) eBay Customer Support
http://ocs.ebay.com/ws/eBayISAPI.dll?CustomerSupport
5) Bank of China (Hong Kong) - Personal Customer Hotline User Guide
http://www.bochk.com/images/upload/retail/pdf/p_serv_hotline/en.pdf




Response:

In this lecture, Helen mentioned the rest of the principles and tactics for redesigning a business process. These principles are mainly used to minding the process, which are the last type of redesign principles and tactics.

To mind the process means that change the knowledge management around the process. There are 3 principles in minding the process, which are:
1) analyze and synthesize;
2) connect, collect and create; and
3) personalize.

Here are the summaries and examples of these principles and related tactics:

Principle 8: Analyze and Synthesize

This principle means generate value by enhance the interactive analysis and synthesis capabilities around a process, so that both executors and the customers of process become more knowledgeable and enable better outcome of the process.

There 3 common tactics to do that, which are:
1) provide "what-if" capabilities to analyze decision options;
2) provide "slice and dice" data analysis capabilities that detect patterns; and
3) provide intelligent integration capabilities across multiple information sources.

Example: eBay

eBay provides different situations for customer to analyze the process and decision options.



Principle 9: Connect, Collect and Create

This principle means that capture intelligent and reusable knowledge around the process through all who touch it.

There are 2 common tactics to do this, which are:
1) define procedures to collect this knowledge; and
2) create physical/virtual spaces for storing this knowledge.



Principle 10: Personalize

This principle means that make the process intimate with the preferences and habits of participants.

There are 4 common tactics to achieve it, which are:
1) learn preferences of customers and doers of the process through profiling;
2) insert business rules that are triggered by personal profiles;
3) use collaborative filtering techniques; and
4) keep track of personal process execution habits.

Example: Bank of China ( Hong Kong )

Before customer selects the service he wants, he has to first select the language preference to make the process intimate.