Business Process Transformation (Advances in Management Information Systems)

BUSINESS PROCESS TRANSFORMATION......Page 2
CONTENTS......Page 6
SERIES EDITOR’S INTRODUCTION......Page 8
REFERENCES......Page 10
FOREWORD......Page 12
INTRODUCTION......Page 18
PATHWAYS TO KNOWLEDGE ABOUT BUSINESS PROCESS TRANSFORMATION......Page 19
THE GROVER PATH......Page 20
THE MARKUS PATH......Page 23
GAPS IN KNOWLEDGE ABOUT BUSINESS PROCESS TRANSFORMATION......Page 27
REFERENCES......Page 34
PART I. TRACING BUSINESS PROCESSES AND TRANSFORMATION......Page 38
INTRODUCTION......Page 40
MULTIDIMENSIONAL RELATIONSHIP AMONGORGANIZING VISIONS......Page 41
THE BPR VISION......Page 42
DATA AND THEIR ANALYSIS......Page 45
RESULTS......Page 48
DISCUSSION......Page 50
CONCLUSION......Page 53
REFERENCES......Page 55
INTRODUCTION......Page 58
FROM REENGINEERING TO PROCESS MANAGEMENT......Page 59
UNDERSTANDING BUSINESS PROCESS MODELING......Page 62
FOUR PERSPECTIVES ON BUSINESS PROCESSES......Page 65
DISCUSSION AND FURTHER RESEARCH......Page 75
CONCLUDING REMARKS......Page 78
REFERENCES......Page 79
PART II: FUNDAMENTAL APPROACHES TO THE ANALYSIS AND REDESIGN OF BUSINESS PROCESSES......Page 84
INTRODUCTION......Page 86
THEORY: A COORDINATION THEORY APPROACH TO BUSINESS PROCESSES......Page 87
RESEARCH SETTING AND DATA COLLECTION......Page 91
ANALYSIS APPROACH......Page 98
RESULTS: DEPENDENCIES AND COORDINATION MECHANISMS IN SOFTWARE BUG FIXING......Page 102
CONCLUSION......Page 108
APPENDIX 4.1. EXAMPLE OF E-MAIL BUG REPORT AND PATCH IN THE LINUX KERNEL......Page 110
NOTES......Page 114
REFERENCES......Page 115
INTRODUCTION......Page 118
BACKGROUND......Page 120
SYSTEM SIMILARITIES AND DIFFERENCES......Page 127
PRACTICAL APPLICATION......Page 130
CONCLUSION......Page 136
REFERENCES......Page 137
PART III. THE ROLE OF INFORMATION TECHNOLOGY IN ORGANIZATIONAL CHANGE......Page 140
THE 1996 STUDY......Page 142
CURRENCY AND GENERALIZABILITY OF THE RESULTS......Page 149
ROLE OF INFORMATION TECHNOLOGY IN SUPPORTING COLLECTIVE RESPONSIBILITY......Page 150
CONCLUSION......Page 154
REFERENCES......Page 155
INTRODUCTION......Page 158
VIEWS OF REENGINEERING......Page 159
ERP AND BPR......Page 160
MYTHS OF REENGINEERING: EVIDENCE FROM TI......Page 167
ACKNOWLEDGMENTS......Page 168
REFERENCES......Page 169
PART IV. TRANSFORMATION ACROSS ASPECTRUM OF BUSINESS PROCESSES......Page 172
INTRODUCTION......Page 174
THE EVOLUTION OF CUSTOMER SUPPORT FOR COMPLEX PRODUCTS......Page 175
THE CUSTOMER SUPPORT CHALLENGE AT STORAGE DIMENSIONS......Page 176
THE DEVELOPMENT OF THE TECHCONNECT SUPPORT SYSTEM......Page 178
THE NEW IT-ENABLED CUSTOMER SUPPORT PROCESS......Page 180
TECHCONNECT AS AN ADAPTIVE LEARNING IT INFRASTRUCTURE......Page 182
ASSESSING THE EFFECTS AND VALUE OF THE TECHCONNECT SYSTEM......Page 189
INSIGHTS FOR REDESIGN OF KNOWLEDGE-CREATING CUSTOMER SUPPORT PROCESSES......Page 193
FURTHER RESEARCH AND CONCLUSION......Page 198
REFERENCES......Page 199
INTRODUCTION......Page 202
PROBLEM BACKGROUND......Page 203
OVERVIEW OF NEW PRODUCT DEVELOPMENT CONTEXT......Page 204
NORTEL’S FRONT-END NPD PROCESS......Page 205
PROCESS IMPLEMENTATION......Page 206
EPSS DESIGN CONSIDERATIONS......Page 207
VIRTUAL MENTOR: ENABLING PROCESS TRANSFORMATION......Page 209
REFERENCES......Page 222
FROM BUSINESS REENGINEERING TO BUSINESS NETWORKREDESIGN......Page 224
APPROACHES TO BUSINESS NETWORK REDESIGN......Page 226
SUMMARY AND CONCLUSIONS......Page 245
REFERENCES......Page 247
PART V. SUCCESS AND FAILURE IN BUSINESS PROCESS TRANSFORMATION......Page 252
INTRODUCTION......Page 254
PROJECT OVERVIEW......Page 256
REFERENCES......Page 266
INTRODUCTION......Page 268
COMPANY BACKGROUND......Page 269
THE REENGINEERING DECISION......Page 270
THE REDESIGN PROCESS......Page 271
IMPLEMENTATION OF THE REDESIGNED PROCESSES......Page 275
DECLARING BPR “A FAILURE”......Page 280
DISCUSSION......Page 281
ACKNOWLEDGMENTS......Page 286
REFERENCES......Page 287
PART VI. TRENDS AND CHALLENGES IN TRANSFORMING BUSINESS PROCESSES......Page 290
INTRODUCTION......Page 292
BAE SYSTEMS: THE CUSTOMER CONTEXT......Page 294
REJECTING TRADITIONAL TRANSFORMATION CHOICES......Page 295
CHOOSING THE ENTERPRISE PARTNERSHIP......Page 298
IMPLEMENTING THE ENTERPRISE PARTNERSHIP: MAY 2001–DECEMBER 2002......Page 299
FIVE BACK-OFFICE TRANSFORMATION MODELS: CHALLENGES......Page 302
LESSONS ON BACK-OFFICE TRANSFORMATION MODELS......Page 307
APPENDIX 13.1. RESEARCH METHODOLOGY......Page 314
REFERENCES......Page 315
INTRODUCTION......Page 318
BUSINESS PROCESS REENGINEERING AND THE IMPORTANCE OF KNOWLEDGE......Page 319
MANAGING ORGANIZATIONAL KNOWLEDGE......Page 320
METHODS......Page 321
CASE DESCRIPTION: MIDLANDS HOSPITAL NHS TRUST......Page 322
CASE ANALYSIS......Page 324
DISCUSSION AND CONCLUSIONS......Page 328
REFERENCES......Page 331
INTRODUCTION......Page 334
THE PROMISE OF PROCESS MANAGEMENT PRACTICES......Page 335
THE REALITY OF PROCESS MANAGEMENT......Page 336
REDRESSING PROCESS MANAGEMENT PARADOX: AN AMBIDEXTROUS ORGANIZATION......Page 340
REFERENCES......Page 341
EDITORS AND CONTRIBUTORS......Page 344
SERIES EDITOR......Page 352
INDEX......Page 354