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BPR Overview – Process Thinking
Traditional Thinking Process Thinking
Employees are the problem The process is the problem
Employees People
Doing my job Helping to get things done
Understanding my job Knowing how my job fits into the total process
Measuring individuals Measuring the process
Can always find a better employee Can always improve the process
Motivating people Removing barriers
Controlling employees Developing people
Don’t trust anyone We are all in this together
Who made the error? What allowed the error to occur?
Correcting errors Reducing variation
Bottom-line driven Customer driven
Dr. H. James Harrington’s Business Process Improvement: The Breakthrough
Strategy for Total Quality, Productivity, and Competitiveness
