Business Process Management

PART ONE: THE STRATEGIC BENEFITS OF COLLABORATIVE, WEB-ENABLED BUSINESS PROCESS MANAGEMENT

1.The strategic benefit of business community integration







The beginnings of collaborative commerce
The virtual organization
Partnerships
End-to-end business process management



2. E-business strategy



The web enabled organization
The public sector
Measurement of value and return on investment
Outsourcing and application service providers

PART TWO: TECHNOLOGICAL, FINANCIAL, LEGAL AND RISK MANAGEMENT CONSIDERATIONS



3. Web-enabling technology



The Internet and the Web
Intranets and extranets
Internet standards and protocols
Web services
Enterprise application integration
Data storage



4. Mobile and wireless technology






Introduction
Broadband (high-speed packet-based wireless)
Voice over packet networks
General packet radio service
Wireless application protocol
Messaging



5. Electronic invoicing and payments



Introduction
Electronic data interchange
Electronic invoice presentment and payment
E-treasury
Electronic bill presentment and payment



6. Statutory and risk management considerations



Introduction
Dynamic security policy
Physical and technical security tools
Industry standards
Statutory considerations



PART THREE:END-TO-END BUSINESS PROCESSES

7. Enterprise resource planning



Introduction
ERP has facilitated process management
Drivers for implementing ERP
Advantages of ERP
Problems encountered with ERP
ERP in the twenty-first century
Service process optimization
Electronic document management



8. Business to employee



Human resource management
E-recruitment
E-learning
Information management delivering business intelligence
Data quality and compatibility
Content management systems
Enterprise portals



9. Supply/demand chain management



Introduction
Supply/demand chain strategy
E-manufacturing
Front-end systems
Logistics
E-tailing
Consumer marketplaces



10. E-procurement



Introduction
Procurement models
E-marketplaces
Open standards



11. Customer relationship management and e-marketing



Introduction
Customer relationship management
CRM automation
Key benefits of CRM
Pointers to CRM success
E-marketing



PART FOUR: HOW TO ANALYSE, RE-ENGINEER AND MANAGE BUSINESS PROCESSES

12. Business process analysis



Introduction
Activity/process analysis methodology
Collection of activity/process information
Steps in building a process model



13. Activity/process-based costing



Introduction
Research
Signs of the need to review the costing system
How ABC differs from traditional costing
Choice of drivers
ABC example
Customer profitability
Process-based modelling



14. Business process performance improvement



Introduction
Activity classification
Activity-based cost management
Removal of constraints
Business process re-engineering



15. Change management



Introduction
Achieving successful change
How not to do it
Qualities of a change agent



16. Business process performance management



Introduction
Process-based budgeting
Objectives and responsibilities
Balanced performance measures and targets