bpr project final v1.3
TRANSCRIPT
SERVICE MODULEBUSINESS PROCESS RE-ENGINEERING
2011
52789-Umair Shamim55534-Bahadur Ali
12/9/2011
Document Information
Title: Business Process Re-engineering Target System: Service Module Date Submit: 09/12/2011 BPR Consulting Team:
Umair Shamim & Bahadur Ali KhatriSupervised by: Mr. Muhammad Sohail Shaikh
Document Version
Version Status Date V 1.3 Final Report 09/12/2011
Control Information
Control Info End of Document End of Document Page # 34 is the last page of the document
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Table of Contents
DOCUMENT INFORMATION........................................................................................................... 1
DOCUMENT VERSION...................................................................................................................... 1
CONTROL INFORMATION.............................................................................................................. 1
TABLE OF CONTENTS...................................................................................................................... 2
GLOSSARY OF TERMS..................................................................................................................... 4
ILLUSTRATION OF SYMBOLS USED.............................................................................................5
ABSTRACT.................................................................................................................................................6
INTRODUCTION................................................................................................................................ 6
PROJECT OBJECTIVE...................................................................................................................... 6
SCOPE................................................................................................................................................. 6
APPROACH & METHODOLOGY.....................................................................................................6
DEPENDENCIES................................................................................................................................ 7
CLIENT HISTORY & DETAILS........................................................................................................7
CLIENT SUMMERY.....................................................................................................................................7CLIENT PROFILE........................................................................................................................................7POWER GENERATION SYSTEMS.................................................................................................................8HISTORY OF PROJECTS..............................................................................................................................9AFTER SALES SUPPORT...........................................................................................................................10
METHODOLOGY............................................................................................................................. 11
PROJECT TEAM........................................................................................................................................12OBJECTIVE (WHAT YOUR CUSTOMER WANTS)..........................................................................................12OBJECTIVE (WHAT THE COMPANY WANTS)..............................................................................................13TIMELINES...............................................................................................................................................13
CORE BUSINESS PROCESS............................................................................................................ 14
CUSTOMER QUERY..................................................................................................................................14CUSTOMER QUOTATION..........................................................................................................................14SERVICE ORDER......................................................................................................................................14SERVICE DELIVERY.................................................................................................................................14SERVICE INVOICE....................................................................................................................................15
AS-IS SYSTEM.................................................................................................................................. 16
HIGH LEVEL DIAGRAM OF THE EXISTING SYSTEM..................................................................................16ALL PROCESSES FLOW CHART OF EXISTING SYSTEM.............................................................................17
INDIVIDUAL PROCESS FLOW CHART OF EXISTING SYSTEM...............................................18
SERVICE QUERY FLOW CHART................................................................................................................18SERVICE QUOTATION FLOW CHART........................................................................................................19SERVICE ORDER FLOW CHART................................................................................................................20SERVICE DELIVERY FLOW CHART...........................................................................................................21SERVICE INVOICE FLOW CHART..............................................................................................................22
QUALITY OF INFORMATION........................................................................................................23
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MODULAR APPROACH.................................................................................................................. 24
CONCLUSION OF ANALYSIS & LIST OF DELIVERABLE.........................................................25
TO-BE SYSTEM................................................................................................................................ 26
HIGH LEVEL DIAGRAM OF THE PROPOSED SYSTEM................................................................................26ALL PROCESSES FLOW CHART OF THE PROPOSED SYSTEM.....................................................................27
INDIVIDUAL PROCESSES FLOW CHART OF THE PROPOSED SYSTEM................................28
SERVICE WEB BASED ORDER FLOW CHART...........................................................................................28SERVICE REPAIR ORDER FLOW CHART...................................................................................................29SERVICE DELIVERY FLOW CHART...........................................................................................................30SERVICE INVOICE FLOW CHART..............................................................................................................31
COMPARISON OF FLOW CHART OF AS IS & TO BE PROCESS...............................................32
GAP ANALYSIS AND PATH OF CHANGE.....................................................................................33
Approvals....................................................................................................................................................34
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Glossary of Terms
BPR Business Process Reengineering CS&SP Cummins Sales & Service (Pakistan)AMF Auto Main Failure PanelATS Auto Transfer SwitchDPS Diesel Power SystemMR Material RequestSO Service OrderRO Repair OrderTOP Engine Head overhauling MAJOR Complete Engrain OverhaulingO&M Operation And Maintenance DPSL Diesel Power System Limited
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Illustration of Symbols used
Symbols Description
Start / End Box
Process Box
Decision Making Box
Physical Document
Data Box
Manual Process Box
Database Box
Process Flow Arrow
Predefine Process
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Abstract
The Analysis and Process Re-designing of processes contained in an existing Service
Module of “Cummins” using BPR principles.
Introduction
The Project Report examines the architecture of Service Module processes of existing
software. This document is a real life case study of “Cummins”. The project report
reflects the phases and steps involved from inception to completion of the BPR process
using the “bottom up approach”.
Project objective
The project objective is to focus on improving the efficiency of the existing Service
Module with mainly focusing on “process improvement” and Integration.
Scope
The scope is limited to
Take the customer order via web based customer order form.
Alignment of service team when repair order is open.
Provide service to the customer without delay.
Approach & Methodology
Relying on the Consolidated Approach (methodology) the following activities would be
performed:
Breaking down the process and sub-processes to the task/activity level.
Analysis of the steps it takes to complete the processes of Service Module.
Gap Analysis between the “As is” vs. “TO be” systems.
Re-Engineering of the existing system to achieve the desired results.
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Dependencies
Following are the Technical, functional and social dependencies, lack of which will
hamper the desired results.
1. Successful process mapping.
2. Successful completion of GAP Analysis
3. A clear “Path of change”
4. Full commitment of stakeholders.
5. A strong will to overcome obstacles and succeed.
Client History & Details
Client Summery
Name: Cummins Sales & Service (Pakistan) Limited 2, Banglore Town, Main shara-e-faisal KarachiPhone: 9221-Fax: 9221-263-4306
Industry: Power GenerationProducts: Industrial GeneratorsYearly Turnover: Rs. 900 (Million) Customers: Primary: Refineries
Fuel Station Sector. (%age of Total 80) Secondary: Individual Sales (%age of total +20)
Client Profile
Cummins Sales & Service (Pakistan) Limited (CS&SP), has been dealing in Diesel /
HFO / Gas generators sales / parts / product support services for last eighteen years in
Pakistan and have more than 18000 customer base throughout Pakistan.
CS&SP have offices in Karachi, Lahore, Rawalpindi and Gujranwala with an excellent
territorial coverage to provide the services at customer's door step. With fully operational
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offices at Karachi, Lahore and Rawalpindi; where strong distribution network for Sales,
Service and Spare Parts are available. Moreover CSS is also establishing a country wide
Dealers Network to provide its quality products throughout the country. Currently; CSS
has a wide dealership network in Sialkot, Gujranwala, Sheikhupura, Faisalabad, Multan,
Gilgit, Mirpur, Taxila (Hattar), Azad Jammu Kashmir, Lahore, Gawadar and Hyderabad
which are already fully operational and serving the corporate and manufacturing industry
very efficiently.
Power Generation Systems
We are offering wide range of power generation products under brand name of DPSL
products from Europe, Middle East and Far East with unmatchable variety and prices for
Diesel fired product range from 10 KVA to 3000 KVA and for Furnace oil/Gas product
from 1 MW to 10 MW. In addition, we are offering DPSL portable generators from 1
KW to 5 KW for domestic, commercial and corporate markets. Moreover, CS&SP is
pioneer in power generation company who introduced portable generators in Pakistan
very first time and to cater valued domestic and commercial customers providing a wide
range of DPSL Portable Generators. Portable generators are also available with GAS kits.
We also offer optional equipments like sound attenuated & weather proof Canopy, Auto
Main Failure Panel (AMF), Auto Transfer Switch (ATS), Synchronizing panels, Switch
Gears and Bi-fuel Kits etc as per customer's requirements.
Power Generation professionals of CSSP are working in the energy/utilities sector.
CS&SP is recognized by the industry having a strong understanding of all elements of
energy management, best practices and the ability to assist organizations with the
implementation of energy management programs. CS&SP have dedicated technical
professionals who support you to evaluate your power needs, available options and
implementation of best possible Power Generation Solution according to your need and
budgets.
CS&SP carry stock of 1 KVA to 1000 KVA keeping in view to cater urgent need of
customers.
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History of Projects
In a short span of time CS&SP installed hundreds of megawatts of power plants in all
parts of the country. CS&SP products are proving their mettle in both sandy, dusty
terrains of south and lofty mountainous peaks of the north.
Some of the big names which have reposed their confidence in CS&SP/DPSL products
and executed by Cummins Sales & Services (Pakistan) Limited as turnkey projects are
Agha Khan University and Hospital, Ayesha Group of Textile Industries, Philips
Electrical, Novartis Pharmaceutical, Upjohn Pharmacia, Haleeb Dairy Products,
University of Engineering and Technology Lahore, Artistic Denim, Engro NPK, Shaukat
Khanum Hospital, Pakistan International Container Terminal, ATS Synthetic, Alwin
Engg, Shell Pakistan, Telenor, BASF, TCS, BL Harbert, Dawood Group, Karachi
Gymkhana, Surge Enterprises, Uffaq Technology, Pakistan Refinery Limited, Khas pvt
Ltd, Brooks Pharma, Qasim International Container Terminal, K&N's Poultry, Engro
Chemicals, Pak Arab Fertilizer, Fauji Fertilizer, Interloop, Qazzafi Surgical, Dolmen
Mall, Pepsi Cola, Coca cola, Mobilink, Warid Telecom, National Refinery Limited, Sir
Syed University of Engg Karachi, Shifa International Hospital, Gwadar Port, General
Tyre, FTC, Dolmen Mall, OGDC, US Consulate, Canadian Embassy, DHA Karachi,
Dawlance, UAE Consulate, Muree Development Authority, Fatima Jinnah University,
NTC, Suparco, Sadiq Poultry, PTET, Lakson Tobbaco, Bhikki Power Plant (Descon),
Health Department Punjab & Sindh etc.
CS&SP has ample experience of acquiring & executing projects worth hundreds of
million rupees including designing and execution of civil works, electrical components /
electrification and supply / installation / commissioning of mechanical equipment and
electrical power generation equipment.
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After Sales Support
Strongest facet of CS&SP is the after sales operation. In this segment CS&SP has over 18
years experience. CS&SP fore runner, in this field, was Diesel Power System (DPS), a
Company incorporated in 1992, with the main charter to providing 24/7 After Sales
Support for all Cummins products in Pakistan.
In Pakistan, only CS&SP has, Cummins UK supplied, fuel injection/pump laboratory at
our Karachi facility for calibration purpose. Cummins Sales & Service Pakistan (CS&SP)
have professional and committed team of trained and qualified engineers/technicians,
which ensures that 24/7 after sales support to be provided. We also offer O&M services
as well as Annual Maintenance Contracts to our customers. Beside this CS&SP guarantee
100% availability of consumable parts and routine maintenance, top overhauling and
major overhauling genuine parts.
We at Cummins Sales & Services (Pakistan) Ltd. believe in "CUSTOMER FOR LIFE
POLICY." We maintain our credibility with our customers by providing them with good
services before and after sales, ensuring a good relationship with them. Our staff is
always available for our customers and we provide immediate response to them, showing
that at Cummins Sales & Services Pakistan "WE CARE."
CS&SP offers Annual Maintenance Contract for their powered equipment / Generators.
CS&SP have 6000 satisfied, corporate and industrial powered equipment customers all
over Pakistan currently availing the services. CS&SP offering multiple After Sales
Support solutions according to customers need. These are:
Standard Warranty Services
O&M
Annual Maintenance Service Contract
Emergency Repair
Engine Rebuild / Overhaul (TOP / MAJOR) Overhaul
Fuel System Calibration; Fuel Pump Lab
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Installation & Commissioning
Genuine Cummins Parts
CS&SP is dedicated to provide quality services and total care of your engines. As at
CS&SP, we know your engines.
Methodology
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Project team
The cross functional Team comprised of:
Objective (what your customer wants)
Expect to be fully informed
Maximum facilitation.
Quality service
Prompt service
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Key Assumption
Service Provide Customer Cost Effective Solution
Fast Service for Generator can save Lot of Time of customer
Service of Generator Can Reduce the yearly Budget of Customer
Some Times Service for Generator is not Feasible
Keep Servicing the Generator can Damage the power Continuity
Success factors
Service Team Scheduling
Complete Service Tool kits
Consider Society Environment
Service Team should Satisfy the Customer regarding Complains of Generator
Keep Track of Service Team
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Objective (what the company wants)
To maximize customer satisfaction.
Increased customer loyalty.
Increased goodwill & market share.
Increase in repeat business.
Maximize profits.
Timelines
The BPR process will take approximately 4 months from start of the Analysis Phase to
the end of Implementation / transition phase.
Time Distribution (In Days)
18
30
20
35
19Plan
Discover
Analysis
Remodel
Implement
Time Distribution (In Percentage)
14%
24%
16%
28%
18%Plan
Discover
Analysis
Remodel
Implement
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Core Business Process
Customer Query
Customer Quotation
Service Order
Service Delivery
Service Invoice
Customer Query Customer Give Query by Telephone.
Customer give query by Email.
Customer give query by Fax.
Customer Quotation Create New Quotation based on Query.
Quotation contain all the Term and Condition for Service.
All the Prices are Discounted.
Service Order Service order ( Repair Order) Is Created once the Customer Approved Quotation.
Service Contain all the information about the Service.
Service Team Follow this RO for Customer Problem.
Additional Items can be Add in RO at the Time of Service.
Service Delivery If Any Material Required for complete the Job Item Request Generated.
MR(Material Request) is Sent to the Inventory Department.
Item Pick and Pack at Inventory Department.
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Service Invoice
Once the Job is Complete Invoice is generated for the Customer.
Invoice Dispatched to Customer.
Addition Items are added in Invoice.
As-Is System
High Level Diagram of the Existing System
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All Processes Flow Chart Of Existing System
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Individual Process Flow Chart of Existing System
Service Query Flow Chart
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Service Quotation Flow Chart
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Service Order Flow Chart
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Service Delivery Flow Chart
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Service Invoice Flow Chart
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Quality of Information
A company can buy the most expensive technology solution in the world, have the best
hardware and collect all the information it thinks it needs but if the Quality of that
Information is substandard then the result would be nothing but failure.
The SIX areas critical to building excellent information quality:
Completeness Is some information missing or incomplete?
Conformity Is all information uniform and does everyone understand it?
Consistency Does all the information make sense or do some parts conflict with others?
Accuracy Is all the information up-to-date and accurate?
Integrity Does the information make sense in terms of Personal knowledge of the customer?
Duplication The same information being held in different locations is necessary or not.
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Modular Approach
A modular software design is a design approach where modules or programs can be
added or subtracted on an individual basis and as needed basis. This approach is used for
adding functionalities in the future to improve the efficiency of the business. If the
software constraints allow, sometimes mixing and matching programs from different
vendors is also possible.
In case of an ERP this allows the company to choose which modules to implement right
now and which to leave for the future thereby reducing its initial acquisition costs. These
modular software designs link into the common database, so that all of the information
between the departments is accessible and in real-time.
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CRM
Customer Complain Customer Query
Process on complain
Quotation
Repaired Order
DeliveryShipping
Inventory
Billing Invoice
Financial Accounting
Conclusion of Analysis & List of Deliverable
A Service Module supporting similar processes as the existing business should be chosen
that enables.
Accurate mapping of Processes.
High Quality of information.
Built on Modular Approach i.e. modules could be attached and detached as per
need.
Scalability for future additions and expansion.
Service Team Scheduling System
Create New Web based order Form
Control the Inventory using Inventory check At web Order Form
Save Cost of dispatching the Material
Paper Less environment
Fast Delivery of Service
Management of Service Teams
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To-Be System
High Level Diagram of the Proposed System
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All Processes Flow Chart of the Proposed System
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Individual Processes Flow Chart of the Proposed System
Service Web Based Order Flow Chart
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Service Repair Order Flow Chart
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Service Delivery Flow Chart
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Service Invoice Flow Chart
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Comparison Of Flow Chart Of AS IS & To Be Process
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GAP Analysis and Path of Change
The difference between AS IS and TO BE processes represents the path for change.
Following is a charted depiction.
As-Is (Existing) To-Be (Proposed) Customer Query By: Phone ,Email, & Visit Web Customer Order FormService Order Service Order With Team SchedulingManual Team Scheduling Service Team Scheduling According to
Service Type (Mechanical or Electrical)Create Manual MR(Material Request) Material Request Sent to Inventory Shipping Created By Service Department Shipping of Material By Inventory Dept.High Cost of Material Dispatching Material Deliver to Customer when team
Visit Inventory Check Conflict With other Service Jobs
Save time to check the inventory
Service Quotation Remove Quotation ProcessPaper work is too much Paperless EnvironmentDuplication of Entry in system Copy Previous Document data to remove
Duplication of Data Entry
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Approvals
I understand and agree with the goals, scope and objectives, recommendations and
approach as described in this document.
I approve the start-up of this project within the scope outlined in this document. I
understand that changes in scope, budget or major milestones require the approval of
sponsors and executive sponsors.
Approved By
_______________ _______________
(Project Manager) (CEO)
Date __________ Date __________
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