PROCESS RE ENGINEERING AND

PROCESS IMPROVEMENT
Session 8
BPR Definition

Business Process Re engineering involves the radical redesign of core

business processes to achieve dramatic improvements in productivity,
cycle times and quality. In BPR companies start with Blank Sheet of
paper and rethink existing processes to deliver more value to the
customer.
GOVERNMENT PROCESS REENGINEERING BEFORE ANY COMPUTERIZATION

“At present the egovernance efforts are primarily based on

computerizing age-old processes and compounded by a
plethora of new layers and silos by Indian bureaucracy, each
working within departmental boundaries and pet-priorities.
As a result we are computerizing cumbersome processes and
hence not commensurately benefiting from it. Simply
digitizing the existing government processes merely adds an
additional layer of expense, complexity, delay and
confusion.”
““ Thus
Thus redesigning
redesigning of of government
government processes
processes will
will
drastically reduce
drastically reduce the
the numbers
numbers and
and duration
duration of of
successive steps
successive steps required
required to to obtain
obtain services.
services. ItIt will
will also
also
provide traceable
provide traceable records;
records; enable
enable enforcement
enforcement of of
individual performance,
individual performance, accountability,
accountability, efficiency,
efficiency,
productivity as
productivity as well
well as
as transparency
transparency of of policies
policies and
and
processes”.
processes”.
(National Knowledge Commission)
 METHODS STUDY: CRITICAL EXAMINATION

QUESTIONING QUESTIONS ( PRIMARY AND SECONDARY QUESTIONS)

SEQUENCE

PURPOSE What is done? Why is it done?

What else might be done ? What should be done?

PLACE Where is it done? Why is it done there?

Where else might it be done ? Where should it be done?

SEQUENCE When is it done ? Why is it done then?

When might it be done? When should it be done?

PERSON Who does it? Why does that person do it?

Who else might do it? Who should do it?

MEANS How is it done? Why is it done that way?

How else might it be done ? How should it be done?
 Dairy Register

Document Received

Date Typiest
Approval
From whom Sl.no

Output
Input/
Letter Issue Schedule
Peon Book Purpose of letter
Name Log Book File
Issue no
Register

Section
Classification

Issue/
Put Issue NO. And
Issue, Type & verify
Number
3 Copies despatch
of words
& Draft orThe letter
foolscap
Date of Despatch File No
the Letter & Send The
& draft copy
Copy
letter to BO/US/DS for pages typed
To Whom addressed signing
Central
Put the dairy No
Initial Dealing Asst. Issue Register
Dairy Receives the Letter No. && Date of
distribute
& send to B.O Date of Disposal Of A & B class Sl.no
Correspondence Remark
File Register/Movement Reg
Remark
Nature of Enc.
Log Book. Movement
Dairy No & Date Log
Register
BOOK
Receipt DA Analyze and Sl.no File NO
prepare the report
From WhomRemark
or To Whom
To whom addresed
D.A

Dairy No (With Classification)

Transit Register Transit Register
Number of letter
send the approvalDesignation
NO
to
Is it Brief Subject issue section File No
Purpose of letter OK
ToDate
whom addresed
Keep letter in
File No &Concerned
time whenFile drafts are sent
Name of officer or department to Yes
Date of Submission
Station
to the Joint Issue section
whom file submitted with DateEvaluate & Forward the
Receive the Letter and list to FA Mark & Forward to
Forward it to Return
Dairy for Date of Disposal of A & B Class To whomm The draft is Addressed
S.O

Date of of theQuery
file DA
Value Of stamps
Dairy NO
Date of Reminder received or Remarks Receipt of the superintendentt or
issued the head of the group
Remarks
Evaluate & Forward the Date of return Sign
off &Draft
Forward to
B.O

Received By BO &
list to BO Register Mark & Forward to SO Issue Section
forward to SO
File or Dairy Number
Secretary
Director/

Evaluate & Forward to

Minister for approval Mark & Forward BO
Query
Date

To whom Passed
Minister

Verification & Approval

Query
 Diary DA Steno Issue Section
Dairy Register
Log BOOK
Document Received
Sl.no Typiest
Register
Dairy No (With Classification) Sl.no
Date File or Dairy Number
Brief Subject
From whom
File No File no
Date
Purpose of letter Date of Submission Number of words or foolscap
To whom Passed pages typed
Date of Disposal of A & B Class
Classification
Remarks
File No
Remark
Initial Dealing Asst. File Register/Movement Reg
Date of Disposal Of A & B class Dairy No & Date
Remark
From Whom or To Whom Issue Register
Number of letter
Sl.no
Purpose of letter
Peon Name of officer or department to File NO
Peon Book whom file submitted with Date
Name Date of Return of the file
To whom addresed
Designation
Date of Reminder received or
issued To whom addresed
Date of Despatch
Station
To Whom addressed Transit Register
File No Value Of stamps
Date & time when drafts are sent
No. & Date of Correspondence
to the Joint Issue section Remarks

To whomm The draft is Addressed

Nature of Enc.
Receipt of the superintendentt or
Recipt the head of the group

Remark Date of return off Draft

Continual Improvement
Through Projects

Delay In Processing Final

Pension Paper
 Processing Final Pension Paper
Approval

Output
Input/
Pension related paper Issue the letter
various stake holder

Type the Letter Issue Register

Put Issue NO. And

Issue
& Send The letter to
despatch The letter
BO/US/DS for signing
6 Copies

Central Mark the letters &

Dairy
Section Dairy Put the
Forward to SO of OE
dairy NO.
sections

Does necessary Transit Register

Log Book.
Calculation and Draft
For Approval and
Keep letter in
Enter the reference no. submit to Section Movement Concerned File
D.A

in Log book & Sends Officer Register

the letter to Section NO
Diary for putting the send the letter to issue
Diary Number Is It OK section

Yes

Receive the application Receive the paper &

S.O

and mark it to Dealing Query Make calculation

Assistant (Mark A.B,C)
Mark & Forward to DA
according to priority

Verify & Send For

B.O

Approval Received & Signed The

Receive the application Issue The Letter
and mark it to SO Letter

Query
Director

Verify & Send For

Approval
Forward to SO
Query
Secretary

Approved

Query
 Inputs Process Chart

Process: Pension Summary

Subject: Final Pension processing
Number of Time
Beginning: Submit the pension related form Activity Distance (ft)
Steps (Days)
Ending: getting of the approval letter Operation 9 11.00

Movement 14 9.50 --

Verification, Approval & 7 16.50

Forward
Waiting Time 11 21.00

Store -- --

Step Time TR INS ST

OP DELAY Step Description
No. (Days) AN P OR
1 1.00 x Submission pension related paper along with the presribed form to BO
2 0.50 x Mark and forward the related papers to SO
3 1.00 x SO Receive the letter
4 1.00 x Verify & mark the letter according to priority(ABC) & Forward the letter
5 0.00 x DA Receive the letter
6 1.00 x Send the letter to Section dairy for putting section dairy no
7 1.00 x Section dairy puts the dairy no & forward to DA
8 1.00 x DA Receive the letter
9 2.00 x Processing of the application & submit to SO
10 1.00 x SO Receive the File
11 1.00 x Calculation & Verifiaction of the application and related papers
12 2.00 x Forwarded to BO
13 0.50 x BO receives
14 2.00 x x Inspect the letter & forwarded to Director
15 0.50 x Director receives
16 4.00 x x Inspect the letter & forward to secretary
17 0.50 x Secretary receives
18 3.00 x x Approval from secretary & Mark and forward to Director
19 1.00 x Received by direcctor
20 3.00 x x Forward to BO
21 0.00 x Recived by BO
22 2.00 x x x Mark and forward to SO
23 0.50 x SO Receive the letter
24 1.00 x Mark & Forward to DA
25 0.50 x DA Receive the letter
26 1.00 x Updated in the movement register & sends the Draft for issue
27 0.50 x Forwared to Issue section
28 2.00 x x Issue section types the letter
29 1.00 x Send to BO for Signature
30 0.50 x BO receives
31 1.00 x x BO signs the letter & Forward to issue section
32 1.00 x Issue section Recived the letters & put the issue no in issue register
33 1.00 x Returns the office copy to DA & sends the letter to other stake holder.
39.00
Identification Of Possible Solution
For interdepartmental transfer all the dues and outstanding
should be reflected in last pay certificate & Order

Related to Non Due

Certificate
Periodical report should reflect on advances & other matters
related to NDC & communicated to concerned employee

Service verification during the employees incumbency

Reducing the Processing Related to service
should be completed at the time of relief & certificate should
Time of final Pension verification be issue in this regard

Training needs of the employee to be accessed, training

Related to training plan to be prepared & trainings to be provided
 PROCESS REENGINEERING Vs. IMPROVEMENT
Process Reengineering Process Improvement
Scope Often a complete overhaul of existing Incremental changes, tweaks, or
processes optimizations to improve existing processes.
Objective To achieve breakthrough performance To continuously refine and enhance process
gains by fundamentally rethinking efficiency, quality, and responsiveness.
and redesigning business processes.
Focus Focuses on radical changes, often in Focuses on minor adjustments and
response to significant issues (e.g., optimizations, such as reducing waste,
inefficiency, high costs, long cycle improving cycle time, or enhancing quality.
times).
Application Suitable when incremental Best suited for well-established processes
improvements are insufficient, and where operations are stable but can benefit
transformational changes are needed from efficiency improvements.
to meet strategic objectives.
 Case of Ahmedabad Regional Passport Office:
Rapid Response Time by Process Redesign
• 1. How did the Ahmedabad Regional Passport Office
approach process redesign?
• 2. How has the process of issuing passports and
providing related services been re-engineered over
time?
• 3. What does the future of passport issuance look like,
and how can various technologies be integrated? What
are the critical success factors to consider when
redesigning or re-engineering the process?