Question

Difference between business process modelling and business process reengineering

Answer 1

A few customers shared with me that whenever they contact support, a lot of the times their problem is interpreted to be larger than it is. In fact, 80% of the customer service issues concern the basics of your product or service. They don’t require any special skill or knowledge or even investigation on the part of the agent.

Overworking the problem can be as damaging as underworking it. Good knowledge of the product or service, attention to the customer’s explanation of the issue and some degree of intuitiveness will help the agent to see the real scope of the problem and give the fastest and the simplest solution.

Answer 2

Business Process Modelling aims to improve business performance by optimising the efficiency of connecting activities in the provision of a product or a service.

Improve process communication.

Business Process Reengineering Methodology involves the radical redesign of core business processes to achieve dramatic improvements in productivity, cycle times and quality.

Integrate information processing work into the real work that produces the information.

Business Process Reengineering involves the radical redesign of core business processes to achieve dramatic improvements in productivity, cycle times and quality.

The Six Key Steps of Business Process Reengineering:

• Define Business Processes.
• Develop Future State Changes.
• Identify and Analyze Improvement Opportunities.
• Design Future State Processes.
• Analyze Business Processes.
• Implement Future State Changes.

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