CASE STUDY (ASM652 BUSINESS PROCESS)

ANSWER QUESTION 1

Two warning signs of trouble that triggered the need for reengineering.

 Automation of existing bureaucracy - Computerization reinforced bureaucracy

rather than breaking through it. As example , the advent of newer, computerized
printing techniques,which GK had not adopted ,meant that rivals could offer a quicker
,cheaper and often better quality service.
 Thinking of customers - based on assumptions that they know what is best for
customers, inflexible, customer frustrated, only the “rules” count. As example, it was
clear that many of their customers were no longer going to a printer directly.

ANSWER QUESTION 2

Three business process redesign principles that have been applied by GK Printers Limited.

 Organize Work Around Outcomes - Enables people to measure the direct impact of
their work on the organization. As example, they approached a lecturer at the
university who was a friend of the Printing Manager which his suggest one of his
business studies should undertake a project to examine the company’s options.
 Harness Technology - Optimal computer network support. As example, the
company has been recommend to purchasing a computerized business system
(CBS) that could perform the necessary work and integrate their existing manual
systems.
 Give Decision-making Power to Workers - Access to accurate information and a
clear understanding of policies and practices empowers people to make informed,
competent decisions. As example, if new printing equipment was to be
purchased,then this concerned Managing Director and the Printing Manager. If the
issue was customers, then the Marketing and Design Manager would be involved.

ANSWER QUESTION 3

Three situations in which reengineering benefits the organization.

 Increase the organization’s ability to customize products and services

 Increase customer satisfaction with products and services
 Make it easy and pleasant for customers to do business with your organization