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Process redesign (Heuristics (classification (business process behaviour…
Process redesign
Heuristics
3 stages
initiate
design
evaluate
classification
customer
control relocation
contact reduction
integration
business process operations
elements of business process
case type
activity elimination
case-based work
triage
business process behaviour
resequencing
paralellism
knock-out
exception
organization
structure
case assignment
flexibility assignment
centralization
split responsibilities
customer teams
numerical involvement
case manager
population / resources
extra resources
specialist-generalist
empower
information
control addition
buffering
technology
activity automation
integral technology
external environment
trust party
outsourcing
interfacing
Essence
The devil's quadrangle
time
cycle time
service time
transport time
waiting time
cost
fixed / variable
per time unit / per use
processing / management / support
human / system / external
quality
product / service
process
flexibility
resources
process
management
organization
Product-based design
4 stages
scoping
analysis
design
evaluation