How BPR Impacts Customer Experience

Posted by Adham Jan
On September 9, 2019

Business process re-engineering, or BPR, is a strategy that’s been around for nearly 30 years. With new advances in technology, BPR has taken on even more significance for companies that want to stay ahead of the competition and meet customer needs.

In essence, BPR is a management strategy to change your business processes. This might include using new technologies to automate certain functions or it might be a completely new system that improves efficiency and productivity. The goal of a good business process re-engineering strategy is to rethink the way that your workflows and protocols perform. The outcome should be better efficiency, higher customer satisfaction, and likely more profitability.

The Guiding Principles of BPR

Business process re-engineering seeks to outmode older protocols and replace them with more modern, effective business strategies. When you launch a BPR strategy, they are well-thought-out and planned for changes that should yield a set benchmark or goal.

The first step is to assess your current processes. This means taking a very detailed accounting of the way that your company functions, in each department and overall. This will help you identify all of your processes and their current success rates. If your analytics tell you one area is not performing well, that would be an area to prioritize in your redesign.

It’s important to view BPR in terms of the outcomes you’re seeking to gain. While individual tasks and how they’re performed will matter to employees on a daily basis, they are less important in the scope than your overall outcomes. Retraining can take some time and investment but the realization of a good redesign will often streamline tasks. Employees may be reticent to change procedures but find that they improve the process after training.

Here are some tips to focus on when designing your BPR:

Build control into the process and set the decision point where the work is performed.
Capture information at the source. This information can then be pulled into various fields in your workflow so that data entry mistakes are no longer a risk.
Link parallel activities in your workflow so that all information is available to each employee/customer who needs it.
Develop a centralized point of information to help players access data in real time, resolving issues of overlap in customer service.

Developing a new, leaner business process management protocol can be daunting because it’s such a monumental change. But change can reap fantastic results, putting your company in the position to compete on a larger scale in your market space. The makers will hence have to lay out available resources to get the cash moved to them without uncovering their financial balances. The fake id maker will likewise should be conveyed to the end client. While this might be completed by a center man at a school or college, there are many situations where the clients and the phony ID makers are really arranged in various nations by and large thus there will be the need to consider secure transportation.

BPR Benefits

Business process re-engineering has stayed in the lexicon for so long because the strategy yields great results. For businesses today, the struggle has largely been about how to upgrade their legacy systems and how to integrate existing data with newer systems and programs. While there can be some pain points in the integration and training process, the outcomes are the true focus.

Here are some benefits:

Agility and Flexibility. Older, legacy software and programs are clunky and don’t allow for the same versatility that we can access today. Using a BPR strategy to re-imagine the process you’re following allows your company to increase flexibility where possible, making the day-to-day tasks more manageable and the outcomes improve through the process.
Enhanced Customer Experience. Improving your overall business processes means that your customers get the benefit of better organization and increased service.
Reduced Operational Cost. Streamlining your business processes often means getting rid of tasks which take up manual hours. Newer processes can help limit overhead and reduce your overall spending.
Speed. Increased efficiency and productivity also mean that your can perform functions in a shorter amount of time.

Business process re-engineering is an excellent option for your company if you’re finding that your current applications are outdated. It’s a process that should be thought out in advance, with priority placed on areas that will reap the best outcomes.