A framework for developing technical process reengineering designs

Abstract Process Reengineering (PR) is one of the most popular work system improvement concepts in industry today. In PR, the basic designs of key organizational processes are reconsidered in light of the tremendous advancements in technology; especially with regard to computer power, software capabilities, and communication. In this paper, PR is presented as a constrained design search problem, where a solution is located using one of two proposed algorithms. The first is an aggregation algorithm which commences the search from the current design of the process, whereas the second is a decomposition algorithm which commences the search from a hypothetical design composed of non-distinct activities. Each algorithm supports a different approach for reconsidering the current process. Aggregation supports orderly elimination of activities from the current process, whereas decomposition supports a novel construction of the reengineered process. Alternative designs are compared using a specially constructed utility function tailored to the objectives of PR. An architecture for a PR decision support system (PRDSS) is presented. PRDSS supports the entire process of generating, evaluating, and selecting the best design using either of the two proposed algorithms. A case example of process reengineering in a public service organization is also included to explain the various concepts presented in the paper. © 1997 Elsevier Science Ltd