1. Course: Government Process Re-engineering Day 3 Session 5: Key Learning, Feedback and Training course wrap-up

2. Agenda Summarizing the key elements of the course Question & Answer Session Feedback

3. Slide 3 BPR/GPR is radical reshaping of processes, structures, management systems & values to achieve quantum leaps in performance Key drivers for BPR / GPR are the desire to −Improve Quality −Improve responsiveness to customers through lowered cycle times −Improve productivity / Lower costs −Improve Employee Skills, Satisfaction and Retention

4. Slide 4 Typical Lifecycle of project Determining The Current Position Gathering Information Process Mapping Measuring Values Process Redesign Implement

5. Slide 5 How does BPR / GPR work? Key drivers for BPR / GPR are −duplication of work / rework / unnecessary work −lack of standardization −repetitive tasks not automated Design principles of BPR / GPR −Eliminate waste and non-value adding activities −Organize around customer-desired outcomes −Apply automation appropriately; during or after process redesign −Allow self services wherever possible −Outsource, if it brings benefits to the government −Establish a continuous improvement mindset and capability

6. Slide 6 How do we know if we have succeeded in BPR / GPR? The process is a successful design/redesign when it: −Resolves all issues identified −Is likely to achieve performance targets −Produces an output that conforms to customer requirements (internal / external) −Is within the realm of possibility (i.e. could potentially be implemented)