Process Improvement Of BPI Project Study And Application

According the rapid globalization of world economy, customer demands are becoming more and more diverse and changeable, competition between companies are becoming more and more fierce, thus companies have to response to their customers' needs faster and faster. And the capacity of a quick response to customers' needs, we call it process capability, needs these companies to conduct a BPI(business process improvement) or BPR(business process reengineering) project. BPI(business process improvement) is a continual improvement of company's business process, it often begins from just one field, and step by step spread over the whole company, so it appears much more gentle than BPR which is a totally revolution in a company, and thus is much more acceptable than BPR by people.Also, as a prosperous management approach, Six sigma focus on customer's satisfaction. On the biases of data mining, people use six sigma to define and diagnose problems, thus to improve and take control over business process, so at last lead to an advancement of business process. In 1980s and 1990s, stirred by great success of six sigma in Motorola and GE, Six sigma implement became an popularity all over the world.However, in the field of research, the study of BPI and BPR usually just focus on the strategy level, even at the operation level, researchers consider BPI much more suitable for inside process. Thus in this paper, the author chose a case of "BPI effort to reduce the amount of service order in D company", thus to explore the BPI implement in customer interface. In this case, we use tools like CTQ, Fish-bone to decompose and discuss the BPI process.First, this paper made a full exploration of BPI. The core viewpoint of BPI is to rationalize business workflow, cut down non value-added activities as well as repetitive activities, thus to advanced the efficiency of a company's business process. According to this target, BPI focus on three elements: customers data, and business process. And BPI can be divided into six steps: (1)business process investigation and diagnosis; (2)core process identified and BPI target set; (3) core business process redesign;(4)new business process implement;(5)appraisal of implement; (6)continual improvement. Second, this paper made a full exploration of six sigma, on the basis of a discussion of six sigma's process capability, this paper made a deep exploration of DMAICR mode, the standard mode of six sigma improvement. DMAICR mode also divides into six steps, define, measure, analyze, improve, control and report. Data is the soul of six sigma is: people replies on data to define performance of existing business process and thus to manage it, people identify the key factors that influence the existing business process through data-mining, thus to redesign the business process, minimize the aberrance, eliminate defaults, thus to arrive the target set before.Third, this paper introduce a case in D company to prove and confirm the viewpoint of this paper. In this case, D company made an BPI effort to reduce the amount of D company's service order of Electronic LOB, which at last became a totally success. During this BPI project, D company introduce in six sigma, as well as tools as CTQ decomposing and fish-bone, to define customers' demands, identify key factors of business process, with the help of JMP/SATS software, D company successfully achieved its target set at the beginning of this project.At the end of this paper, the author also makes a conclusion of key factors which is essential to a BPI project's success, such as supports at strategy level, total participation of everyone, a project team with high efficiency, integration of different management approaches, focus on process management, etc.