ICT sector companies nowadays are under
increasing pressure to adapt their
business processes to persistent
technological, organisational, political and other changes.
Reengineering business processes involve changes
in people, processes and technology over time. In this paper, a flexible
business
process modelling,
simulation and reengineering (BPMSR) approach is
presented. Modelling starts with precisely defining model objectives and
boundaries, and carrying extensive data analysis. Simulation modelling allows testing and analysis of different scenarios
to understand their impact on a broader ‘system’ and evaluate feedback before
moving forward with reengineering implementation plans. The need for a flexible
and adaptive
methodology is stressed to augment efficiency and effectiveness of
reengineering cycle. The application of BPMSR is discussed in the context of a
typical call
center.
Published: December 18, 2007
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