Mobile Applications - Guide to Cloud Computing for Business and Technology Managers - page 476

Some of the principles advocated by Hammer are as follows:
• Organize around outputs, not tasks.
• Put the decisions and control, and hence all relevant information,
into the hands of the performer.
• Have those who use the outputs of a process to perform the process,
including the creation and processing of the relevant information.
• The location of user, data, and process information should be imma-
terial; it should function as if all were in a centralized place.
When perusing the aforementioned points, it will become evident that the
implementation of SAP CRM possesses most of the characteristics mentioned.
The most important outcome of BPR has been viewing business activi-
ties as more than a collection of individual or even functional tasks; it has
engendered the process-oriented view of business. However, BPR is different
from quality management efforts like TQM and ISO 9000, which refer to pro-
grams and initiatives that emphasize bottom-up incremental improvements
in existing work processes and outputs on a continuous basis. In contrast,
BPR usually refers to top-down dramatic improvements through redesigned
or completely new processes on a discrete basis. In the continuum of meth-
odologies ranging from ISO 9000, TQM, ABM, and so on, at one end and BPR
on the other, SAP CRM implementation definitely lies on the BPR side of the
spectrum when it comes to corporate change management efforts.
22.1.5.3 Mobilizing Enterprise Processes
This strategy entails replacing the process or process segment under consid-
eration by a mobile-enabled link. In the next subsection, we discuss an over-
view of business processes before discussing the characteristics of mobilized
processes.
Mobility offers new opportunities to dramatically improve business mod-
els and processes and will ultimately provide new, streamlined business
processes that never would have existed if not for this new phenomenon.
22.1.5.3.1 Extending Web to Wireless
The first step in the evolution of mobility is to extend the Web to wireless;
this is also known as webifying . For the most part, business processes are
minimally affected in this phase. The goal is to provide value-added ser-
vices through mobility with minimal disruption to existing processes. An
example might be creating a new company website accessible through WAP
(Wireless Application Protocol) phones or Palm OS-based personal digital
assistants (PDAs). Firms attain immediate value through realizing addi-
tional exposure and market presence, and customers realize value through
additional services.