In this blog series, we will discuss what service organizations should expect when receiving different consulting services. Our first post focused on service assessments. If you missed it, find it here. This second post reviews business process re-engineering.
What is Business Process Re-Engineering?
Business process re-engineering is exactly what it sounds like. A consulting firm examines your organization’s business processes, including customer service processes, service performance, and operational processes. After examining the processes, a consulting firm details how to improve those processes, thus re-engineering them to meet an organization’s current and future goals.
Why Business Process Re-Engineering?
Business process change should be a priority if your organization knows or thinks something is wrong, inefficient, or not working as you would like. Knowledgeable consultants can help you pinpoint the causal issues, spot unfavorable trends, and recommend corrective actions. If you already know what the problems are, a knowledgeable consultant can give you an objective, third-party assessment of the processes that need to be changed, and how to change them.
What to Expect
Expect a consulting firm to come to your organization’s offices. A consultant cannot make an adequate evaluation of your business processes without witnessing them and talking with the people effected. Typically, an assessment will be created, much like the service assessments detailed here. Once completed, expect a prioritized list of challenges and recommended actions. Finally, the consulting firm will develop a detailed action plan to address your challenges—these should be based on industry best practices and the consultants’ insight into the most appropriate corrective actions. You should expect detailed answers if you ask questions about why the action plan’s steps meet your needs.
What are the Benefits?
Benefits will differ depending on the re-engineered business processes, but in general, expect:
• Improved service performance
• Improved support performance
• Increased customer satisfaction
• Better financial performance
• Seamless business processes
If you have questions about whether business process re-engineering is right for you, or if you want to know more about the process, feel free to contact us!