BPI in a SSC

Auteur(s):O.F. Aydinli(externe) , J.P.P. Ravesteyn(lid lectoraat)

Publicatiedatum:03-2010

Publicatietype:Wetenschappelijke conference proceedings

Organisatie onderdeel:Kenniscentrum Natuur en Techniek

Sub-organisatie onderdeel:Lectoraat Extended Enterprise Studies

Thema:Economie en Management|Informatie en Communicatietechnologie

Versie:Final Author

Rechthebbende:Logica

Samenvatting:This paper describes a business process improvement project in a governmental Shared Service Centre (SSC). During the past decade many public and private organizations have set up a SSC. Typically this is done by concentrating the IT, Procurement, Staff Management and Financial Economic Businesses (FEB) departments in a separate organizational entity. Even if management understands the benefits of a SSC and supports the implementation the execution is crucial. If the organizational structure and business processes are poorly designed during the implementation process then the resulting service to the customers of the SSC will be very problematic. In this case management will usually need to initiate an organisational redesign and process improvement trajectory within several years of the start of a SSC to really achieve its strategic objectives. In this paper an investigation at a governmental SSC is described. The reasons for poor execution of Procurement and FEB processes by the SSC are explored. Then based on a new BPR approach, developed by the Utrecht University and Logica, new processes for the SSC were developed. As a proof of concept several of the newly developed processes were actually implemented which let to a reduction in FTE’s for both processes. The total amount of FTE within the FEB was reduced from 19 to 11 and the procurement process could be executed with 3FTE less. We expect that the efficiency of the business processes and the quality of service delivery will be more improved in the future by implementing our remaining recommendations although this will take more time and financial investments.

Trefwoorden:BPM

Taal:Engels

Full-textversie:Download

Tijdschrift:Conference Proceedings of the 2nd International Conference eGovernment and eGovernance