Enhancing business process redesign: using tools to condense the process

The paper describes a business process redesign project that was conducted for a large government agency. The BPR was done using GroupSystems V as a means of reducing total project time and enhancing the performance of the cross-functional team that was responsible for the redesign project. Service process blueprinting was also used as a tool to identify and incorporate customer needs and interfaces. The results of the BPR demonstrate that the redesign process was accomplished very effectively over a relatively short period of time. Participants also indicated that the service blueprinting tool provided a perspective that is missing from many BPR approaches: an understanding of the process from the customer´s perspective