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Business Process Reengineering in Service Sector

Over the old ages, there has been a realisation that for all concerns, fabrication or service, alteration is cardinal to success. Increasing costs, disputing timelines, cutthroat competition, and technological inventions are some of the major factors impeling alteration. Since most of the services are people / procedure oriented, the alteration is non easy to transport. Add to it, the fast vanishing geographical boundaries make the undertakings even more hard for the organisations. Whether the company operates in fabricating sector or in services ; organisations have been forced to rethink their schemes. Many a clip, service sector has been in front of fabrication in the Business Process Reengineering waiting line. Improved Product / Service quality, reduced rhythm clip, reduced cost to the client are direct results of BPR.

BPR is basically different from other alterations in an organisation that it defies the “ Old vino in a new bottle ” rule. Business Process Reengineering is by definition, the agencies by which an organisation can accomplish extremist alteration in public presentation as measured by cost, rhythm clip, service, and quality, by the application of a assortment of tools and techniques that focus on the concern as a set of related customer-oriented nucleus concern processes instead than a set of organisational maps. The displacement is at hand. Competition is now planetary as against Local or regional in the past. Markets are focused in comparing to Mass. Operationss are flexible in contrast to command. The focal point is on Best service than public presentation. BPR is the reply as it talks of extremist alteration vis-a-vis Traditional attack which limits itself to incremental alterations.

Business Process Reengineering involves puttering with the organisation ‘s DNA and bring forthing an evolved species. The error companies tend to do is pick the incorrect procedure to be reengineered, or do lone superficial alterations. Harmonizing to James A. Champy – one of the laminitiss of the direction theory behind Business Process HYPERLINK “ hypertext transfer protocol: // ” Reengineering, and advocate of a procedure oriented position of concern direction, BPR is non merely about cut downing cost but besides bettering quality, velocity to market and altering the client experience.

Why BPR?

The altering economic environment has led to an increasing involvement in bettering organisational procedures to heighten concern public presentation. BPR has been instrumental in success of assorted organisations. Sidikat, Ayanda ( 2008 ) in paper titiled, “ Impact Assessment of Business Process Reengineering on Organisational Performance ” concluded that concern procedure reengineering has become utile arm for any corporate organisation that is seeking for betterment in their current organisational public presentation and intends achieve cost leading scheme in its operating industry and environment.

Different aims of BPR include:

Decreased dealing procedure clip

Improved client service

Increased volume of concern

Reduced operating cost

Higher profitableness

Improved Employee trueness

Key enablers of BPR

BPR involves a rationale alteration at every degree of organisation get downing with top direction. The most of import thing to maintain in head while implementing any such exercising is to work across procedures and non maps. Equally of import is to hold a strong internal squad that is working on the execution. Key enablers of BPR can be listed as follows:


Management & A ; Leadership

Organizational Culture

Functional Expertness

Instantaneous reaction

Performance Indictors – Quality, Lead Time, Cost, Service

Service Sector in India

The service sector has experienced rapid growing over the old ages as many states including India shifted from a manufacturing-based economic system to a service economic system. A major goad in this displacement happened as a consequence of cybernation and promotions in telecommunication. Along with this displacement, the consumers ‘ outlooks have grown manifold. It is highly hard to run into coveted service degrees in today ‘s age without a displacement from age old systems to hi-tech advanced systems. Before discoursing about BPR in service sector, a brief list of different Service sectors is as follows.


Hotels and Restaurants


Other Transport & A ; Storage

Communication ( Post, Telecom )



Dwellings, Real Estate

Business Servicess

Public Administration ; Defense

Personal Servicess

Community Services

Other Servicess

BPR & A ; Service Sector

Though Business Process Reengineering has been instrumental in altering the destiny of many fabrication industries, it has played an every bit polar function in service sector. Additional Ps – “ People & A ; Process ” that differentiate Servicess from Merchandises along with “ PhysicaI Evidence ” are the most of import drivers taking to this inspection and repair. Suzanne Wintrob ( 1995 ) in research paper titled “ It wo n’t work if users kept in dark ” discussed the uncomparable function of people in Business Process Reengineering. Harmonizing to Sunil Chandiramani, National Director – Advisory services, Ernst & A ; Young, “ The external squad ( advisers ) can ease the procedure, but it has to be led by the internal squad. ”

In recent yesteryear, many service sector companies have successfully seen the passage from being overloaded with documents to engineering goaded time-saving systems. In India, with authorities giving a go-ahead to private participants in 90s, public sector companies felt the heat and started losing market portion to private opposite numbers. The private companies implemented modern centralized nucleus processing systems. Banking is one of many Indian industries where this passage holds true. Indian Post and Indian Railways are other two takers of this dynamism.

Banking & A ; Finance

Public Sector Banks in India are the edifice blocks of Indian economic system. Ironically, they had been deprived of all modernized systems till tardily 90 ‘s. They offered the most basic services such as manual sedimentations and backdowns as compared to a corsage of services such as installation of ATM, 24-hour banking, E-banking, M-banking provided today.

State Bank of India is one such illustration which had undertaken a monolithic cybernation attempt to automatize all it ‘s subdivisions, implementing a extremely customized version of Bankmaster nucleus banking system. However, because of Bank ‘s historic usage of manual systems nothingness of centralisation and jobs in communicating systems, it had to fall back to deconcentrate system to get down with. The demand for reengineering arose because SBI along with other public sector opposite numbers started losing bing clients and were handicapped to tap the of all time turning potency of in-between category.

In 2000, SBI engaged KPMG for this inspection and repair and in 2002, KPMG recommended an IT driven systems to counter the private participants ‘ led competition. To get down with 3300 subdivisions were selected for execution which was subsequently expanded to 14600 of SBI & A ; affiliate subdivisions sing alone success. SBI planned to supply a individual window system, better client service, wanted to make out to urban every bit good as rural population and command the client exchanging along with many other aims that it sought. The biggest job that drove this restructuring for this Public sector giant was that since subdivisions were non connected, the client was a ‘Branch ‘ client instead than a ‘Bank ‘ client. Furthermore Information Technology boulder clay now, was aimed merely at Internal efficiency. Hence, it was planned to portion operations for back-office maps and make over the work flows and procedures.

Indian Postal System

BPR has aimed at extremist betterments by agencies of promoting efficiency and effectivity of the concern processes that exist within and across section. The key for BPR is to look at concern procedures from a “ clean slate ” position and find how they can outdo concept these procedures to better the manner concern is conducted. Department of Posts on occasion conducts workshops related to BPR affecting the people such as Nodal Officers who are portion of BPR scheme and execution. India Post has been doing several upgradations to bing systems and has started offering corsage of services such as Money Transfers, One-stop measure payment ( Telephone, electricity ) , Driving licence reclamations etc.

Speed Post, started by Department of Posts in August 1986 for supplying time-bound and express bringing of letters ‘ paperss and packages across the state and abroad, is the market leader in the domestic express industry.

Through ePOST service launched in 2004, clients can direct their messages to any reference in India with a combination of electronic transmittal and physical bringing through a web of more than 1,55,000 Post Offices. ePOST sends messages as a soft transcript through cyberspace and delivered to the addressee in the signifier of difficult transcript at nominal charge of Rs 10 per A4 sheet.

ePayment is a comprehensive measure payment service offered by India Post to assist run into the demands of the concern customers.A This allows aggregation of measures ( telephone measures, electricity measures, university fee, school fee, insurance premia etc ) on behalf of any organisation. The aggregation is consolidated electronically utilizing web based package and payment is made centrally through check from a specified station office. The payment information can be assessed on-line by the user.

Instantaneous Money Order ( International Maritime Organization ) , the instant online money transportation service, provides velocity, mobility, safety and dependability for money transportation. IMO is an instant web based money transportation service through Post Offices ( iMO Centre ) in India between two resident persons in Indian district.

Though the figure of services offered is many, still immense spreads exist in quality as compared to international criterions. To enable Department of Posts to accomplish the concern aims of going the IT enabled complete service supplier, Project Management Unit have been entrusted with the undertaking of making province of the art electronic web covering all its offices and all merchandises and services including 3rd party services and enable electronic transmittal of information for carry oning & A ; supervising operations, consolidating minutess informations and bring forthing an effectual MIS. Business Process Reengineering groups were formed and their studies are being evaluated by concerned Divisions of Directorate, which would organize the base to do the comprehensive IT scheme and roadmap for Department of Posts.

Indian Railways

It ‘s been long since computerized rider reserve system was started by Indian Railways. Today the reserve related work load has increased manifold but railroads have been able to pull off the work without much addition in work force. Different systems incorporated by railroads includes-

Software Aided Train Scheduling & A ; Network Governance – Main aims of train programming are that it should be convenient to the rider and executable to run on the system. Introducing new train services and augmenting older 1s is an art and a choice group of contrivers are extremely skilled in this undertaking. Indian Railways have now started utilizing information engineering to help the planning procedure.

Web Enabled Claims System – The universe ‘s biggest employer, the Indian Railways, which earlier used to fix assorted claim ( Court/Accident ) paperss manually, has shifted to net claims format which maintains up to day of the month database of all such instances. Thereby, extinguishing complex file care & A ; supplying for questions that gives the precise position of registered instances in Chief Claims Office.

Punctuality Module – This faculty was implemented in February, 2004. This faculty captures the holds involved in train running at interchange points and detainment causes for the holds at the divisional degree. Based on this input, studies are generated for traffic directors.

CONCERT – Country-wide Network for Computerized Enhanced Reservation and Ticketing – developed by CRIS, is a entire networking solution to Indian Railways Passenger Reservation System. Seat Availability / PNR / Journey Planner / Fare / Time Table questions and e-Reservation of tickets are available on the cyberspace.

Along with above enterprises, ATM integrating with reservation/enquiry system is being planned as good. A figure of Banks in India shall be publishing Reserved and Unreserved Tickets through their ATMs under an agreement with Zonal Railways.

It is non merely the old loyalists who have reengineered. Even the private sector and novice companies in upcoming sectors have seen this alteration. For Spencer ‘s, RPG Group ‘s retail concatenation, monolithic ramp-up in operations necessitated a series of restructurings. The concatenation planned to increase from an country of 2.5 hundred thousands square pess to 15 hundred thousands square ft i.e. from 52 to 400 shops. This meant that the older systems were no longer adequate. Hence, alternatively of making an incremental betterment on the bing procedures, the company introduced an automatic refilling system. This has resulted in reduced stockouts and increasing efficiency. It may be concluded that BPR enterprises have less to make with commanding costs and more about managing concern, which underlines the importance of this construct.

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