Database Reference
In-Depth Information
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Re-engineered systems and procedures
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Re-engineered communication environment
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Re-engineered organization architecture
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Re-engineered training environment
7.2.7 Measuring the Performance of Re-engineered Processes
Measuring the performance of any process is very important, because the lack of measurement
would make it impossible to distinguish such a breakthrough effort from an incremental improve-
ment effort of a Total Quality Management (TQM) program.
Measurements are essential because they are
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Useful as baselines or benchmarks
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A motivation for further breakthrough improvements, which are important for future
competitiveness
The measures for innovative process re-engineering should be
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Visible
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Meaningful
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Small in number
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Applied consistently and regularly
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Quantitative
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Involving personnel closest to the process
Table 7.1 enlists tools and techniques for continuous improvement, and Table 7.2 lists some of the
advanced techniques.
7.3 BPR and SAP CRM implementation
While perusing the various steps of a BPM methodology presented earlier, it becomes evident that
SAP CRM can play a critical role in enabling and assisting any BPM effort in an enterprise in a
major way.
7.3.1 Reference CRM Processes
There are different degrees of process automation:
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Time-out processing on external interactions is the ability to time out and take action upon
noncompletion of an asynchronous interaction.
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Internal activity is automatically triggered upon successful completion of an asynchronous
interaction with an external application.
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Workflow automation across applications; multiple automated activities distributed across
applications are coordinated through the exchange of events and monitored for exception
conditions.
A world-class application like SAP includes the tools to achieve process integration and also inte-
grate with third-party middleware as appropriate. The SAP CRM architecture includes several
mechanisms for supporting automation across a wide range of business processes:
