Abstract
Whether it is called reengineering, quality function deployment, quality circles, continuous improvement or total quality management, business process redesign (BPR) is occurring in many organizations. In the broadest sense, BPR includes nearly any kind of systematic effort by companies to realign their business processes so that they are more competitive. Successful business process redesign can lead to dramatic improvements in productivity and quality. But BPR typically requires vast amounts of time and money to implement, since extensive employee input is necessary during the redesign process. Group Decision Support Software (GDSS) provides a viable alternative to the traditional BPR approach. GDSS is defined as “computer-based information systems used to support intelligent, collaborative work.”This technology allows multiple users to meet and discuss topics simultaneously via a computer network, thus increasing employee commitment while decreasing time and cost.
This paper describes a business process redesign project that was conducted for a division within a large government agency fall of 1993. The BPR was done using a type of Group Decision Support Software called Group Systems V. A services marketing tool called service mapping was also used to identify customer needs and interfaces. Data were collected throughout the project to measure employee attitudes about the redesign process and the GroupSystems technology. Time to complete tasks was also recorded. The results of the study showed that the business process redesign was accomplished more effectively in a shorter period of time than with traditional BPR methods previously used. Participants also indicated that the service mapping tool provided a perspective that is missing from many BPR approaches: an understanding of the service from the customer's perspective.
Similar content being viewed by others
References
Allen, D. P. and R. Nafius. (1993). “Dreaming and Doing: Reengineering GTE Telephone Operations”. Planning Review 21, 28-31.
Deming, W. E. (1986). Out of the Crisis. Cambridge MA: MIT CAES.
Fox, W. M. (1986). Effective Group Problem Solving. San Francisco: Jossey-Bass.
Furey, T. R. (1993). “A Six-Step Guide to Process Reengineering”. Planning Review 21, 20-23.
Grohowski, R., C. McGoff, D. R. Vogel, B. Martz, and J. F. Jr. Nunamaker. (1990). “Implementing Electronic Meeting Systems at IBM: Lessons Learned and Success Factors”. MIS Quarterly 14, 4, 369-384.
Hammer, M. (1990). “Reengineering Work: Don't Automate, Obliterate”. Harvard Business Review 68, 104-111.
Hammer, M. and J. Champy. (1993). Reengineering the Corporation: A Manifesto for Business Revolution. New York: Harper Business.
Harrison, D. B. and M. D. Pratt. (1993). “A Methodology for Reengineering Business”. Planning Review 21, 6-11.
Hauser, J. R. and D. Clausing. (1988). “The House of Quality”. Harvard Business Review 66, 3, 63-73.
Housel, T. J. (1993). “Business Process Reengineering at Pacific Bell”. Planning Review 21, 28-33.
Jessup, L. M. and J. S. Valacich (eds.). (1993). Group Support Systems: New Perspectives New York: Macmillian Publishing Co.
Katzenbach, J. R. and D. K. Smith. (1993). The Wisdom of Teams. New York: Harper Business.
Kingman-Brundage, J. (1992). “Service Mapping: Gaining a Concrete Perspective on Service System Design”. In Quality in Services #3: Conference Proceedings, Karlstad, Sweden: International Service Quality Association.
Nunamaker, J. F. Jr., A. R. Dennis, J. S. Valacich, D. R. Vogel, and J. F. George. (1991). “Electronic Meeting Systems to Support Group Work”. Communications of the ACM 34, 42-58.
Parker, L. (1993). “An ABC Guide to Business Process Reengineering”. Industrial Engineering 25, 52-53.
Taylor, J. C. and D. Felten. (1993). Performance by Design: Socio-Technical Systems in North America. New Jersey: Prentice Hall.
Author information
Authors and Affiliations
Rights and permissions
About this article
Cite this article
Corbitt, G., Wright, L. & Christopolus, M. New Approaches to Business Process Redesign: A Case Study of Collaborative Group Technology and Service Mapping. Group Decision and Negotiation 9, 97–107 (2000). https://doi.org/10.1023/A:1008750520257
Issue Date:
DOI: https://doi.org/10.1023/A:1008750520257