Business process re-engineering of e-catalogue distribution process

Md Dahalin, Zulkhairi and Yusof, Siti Fatimah (2012) Business process re-engineering of e-catalogue distribution process. In: Knowledge Management International Conference (KMICe) 2012, 4 – 6 July 2012, Johor Bahru, Malaysia.

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Abstract

This paper aims to demonstrate that using Business Process Re-engineering would improve efficiency of a business process and increase the performance of the business.In particular, when a radical review of a business process results in the introduction of information technology, drastic improvements to the service associated with the business process can be immediately realized as evidenced from the study in which this paper was based.A four-phased approach to Business Process Re-engineering was used following the guidelines provided by the Malaysian Administrative Modernization and Management Planning Unit, Malaysia. The four phases were Preparation, Understanding, Process Analysis, and Implementation and Evaluation.These phases were then applied to a direct selling catalogue distribution system whose primary business is selling beauty and cosmetic products.Following the implementation of the e-Catalogue system, evaluations were carried out on the processes prior to re-engineering and comparisons made with the re-engineered processes.The results showed drastic improvement to the efficiency of the business process, from 20% efficiency prior to re-engineering to 86% process efficiency.The re-engineering efforts also managed to reduce the number of activities from 32 down to 13, with elimination of waiting time down to only 7% compared to 55% before re-engineering.Overall, this paper managed to show that Business Process Re-engineering is a worthwhile effort provided that a carefully planned and systematic approach is taken to take advantage of technology to improve the way business is conducted.

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