业务流程重组 英文版PDF电子书下载

Part1:Business Process Re-engineering 1

1 What is Business Process Re-engineering? 3

The traditional organization 5

Business Process Re-engineering-just the 1atest management fad? 13

Summary 21

References 23

2 The imperative to re-engineer business processes 25

The new market-place-the war zone 26

The public sector 30

Economics 32

The rise of quality 34

The IT'black hole' 35

Deciding on BPR 38

Summary 41

References 42

Part2:Underlying principles 45

3 Product and service delivery processes 47

The service task 47

New product development 58

Components of an organization 61

Lead time 64

Capacity management 65

Inventory management 67

Quality management 71

Performance measurement 75

Managing the front office 80

Managing the back office in a manufacturing firm 84

Managing the back office in a service firm 91

An overall process design 94

Summary 95

References 96

4 Organizing people:new organizational blueprints 99

Culture 101

Organization-teams 104

Organization-functions 110

Empowerment 111

Behaviour,skills and development 113

Recruitment and selection 115

Pay and rewards 116

Training and development 117

Making the most of people:the learning organization 119

Summary 120

References 121

5 Exploiting information technology 123

Information as a factor of production 125

Artificial intelligence 129

Communications 132

Multimedia 140

Workflow automation 141

Virtual reality 141

Issues surroundingIT 146

Summary of key points 149

References 151

Part3:Making it happen 153

6 Redesigning processes 155

Process redesign-doing it 161

Where to start 164

Understand existing process 169

Stationery requests-an example 174

Systematic redesign-of an existing process 180

Clean sheet-designing a new process 194

Summary 197

References 200

7 Realizing the benefits:managing change 203

Create the environment 205

Analyse,diagnose and redesign processes 215

Redesign the organization's infrastructure 220

Pilot and roll-out 222

Realize vision 224

Flows between the five stages 226

Issues of power and politics 228

Summary 231

References 233

8 Succeeding at BPR 235

Some guidelines for success 237

Pitfalls to avoid 242

References 245

Epilogue 247

Further reading 250

Index 251