[Sigkm-l] Business Process Re-engineering

[MORTIMER Kenneth (Ergon)]

Ken

Are you able to be more explicit on the business objectives that you are
seeking to achieve so that answers to your questions can be more targeted?

Best regards

Kenneth Mortimer
Business Analyst EBPP
ERGON ENERGY
Phone:	3228-7793
Fax:	3228-8118
Email:	Kenneth.Mortimer at ergon.com.au
Web:	http://www.ergon.com.au
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-----Original Message-----
From: Ken Johnson [mailto:ken.johnson at distantshore.com]
Sent: Thursday, April 25, 2002 22:20
To: sigkm-l at asis.org
Subject: [Sigkm-l] Business Process Re-engineering


I am a business analyst working with a large business travel management
company.


We are looking to introduce web travel booking technology for a number of
our
larger corporate clients. In order to do this smoothly and efficiently we
need
to integrate the new technology with our existing customer service.

Most of our existing processes have developed in an ad-hoc manner over time
and exist mainly in the heads of our staff across a number of sections.

In order to re-engineer the service we provide to our customers we will have
to first capture our existing processes in a more explicit form.

We could do this in a conventional way by charting the processes in a tool
like
Visio, and then working through what needs to change. However, I am
wondering
if this might be an opportunity to introduce knowledge management to our
company
in a reasonably tangible form. I would especially like to be able to tap
into
the key line staff involved in the processes.

Would it be possible for someone to point me in the right direction around a
few of the following questions:

(1) Are there any case studies where knowledge management has been
successfully
introduced in a business process re-engineering context? What are the
cautions
here?

(2) Are there any particular methodologies that have worked better than
others?


(3) Is there any software that can assist in capturing and depicting
business
processes so that they can be reviewed, commented on and refined by the
staff
and management involved in the processes.

Any help or pointers you can give me will be very much appreciated.

Thanks,

Ken Johnson
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whom it is addressed. If you are not the intended recipient, or the person
responsible for delivering this message to the intended recipient, please
notify the sender of the message or send an e-mail to
mailto:help.desk at ergon.com.au immediately, and delete all copies. Any
unauthorised review, use, alteration, disclosure or distribution of this
e-mail by an unintended recipient is prohibited. Ergon Energy accepts no
responsibility for the content of any e-mail sent by an employee which is of
a personal nature.

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