Business Process Reengineering and Change Management
Initially, private sector organizations used business process reengineering (BPR) as a tool to rethink how they did their business. Objectives included improving customer service, reducing operating costs, and competing effectively in the global marketplace. As information systems and networks became more sophisticated, businesses began using the new technology to support new ways of doing business rather than enhancing the old ways.
Integrity Partners’ Business Process Reengineering Methodology consists of essentially three steps:
- Assess – In this phase, we work to understand how work is being done currently. We will collect information about your business goals and objectives as well as your performance results. This information will be used to assess your existing operational and technological capabilities and to create a vision of the future state.
- Design – In the Design phase, we analyze the different strategies that could be used to transition your organization to the envisioned future state based upon the assessment conducted in the first step and finalize a plan for implementing the selected strategies.
- Implement – Finally, in the third phase, we will work with you in building and launching the plan created in the second step. We will use project oversight and change management expertise to ease the integration of the strategies into your organizational processes.
End-User Documentation and Training
A system implementation doesn’t end with the hardware and software; change management and end-user training also require a systematic, thoughtful implementation. Integrity Partners addresses the issue with end-user documentation and training that provides information on how to effectively use key system features and functionality as well as tips on troubleshooting. We have found that documentation and training are two powerful tools that can ease the change management process for an implementation.
Another common concern is that training tends to be one-dimensional (i.e., system reference manuals). However, research suggests that knowledge retention is significantly enhanced if the training is multi-channeled (i.e., tutorials, system reference manuals, etc). Integrity Partners can partner with your organization to develop a customized training program that will enable your users to optimize the functionality of your system and reduce the resistance to change brought about by the new system.