An Integrated Approach of Modeling, Transformation and Measurement to Evaluate Business Process Re-Engineering

IT has transformed itself from a support function to a strategic business function, discharging vital roles right from business strategy formulation to operations. The effect of this transformation is that IT is under increasing pressure to demonstrate its value. Given the investment in IT applications, the increasingly complex nature of application infrastructure and demand for continuous improvements associated with cost reduction it is acknowledged that there is a strong need for institutionalizing robust performance management systems and continuous improvement approach to help IT organizations stay competitive. This paper lays emphasis on viewing BPR as a strategy for process improvement in IT and how an aligned process improvement approach will facilitate process improvement initiative. The authors share their experience of successfully integrating two such tools – The IT Balanced Score card and Six Sigma – to help IT organization manage their performance and also pursue a continuous improvement journey, thereby continuously re-engineering their processes as required. The authors have developed and tested a unique framework to bring radical change in Business by facilitating the implementation of IT-BSC known as IDEAS . This has been integrated with the Design for Six Sigma (DFSS) using DMADV approach to attain breakthrough performance improvements in IT processes.