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CMN 136 Class Notes -Part II- I. BUSINESS PROCESS DESIGN[reengineering] a. How do you create so that input travels through the ¡§black box¡¨ so that the output is produced in a timely manner? b. It is not the products, but the processes that create the products that bring the company long-term success II. HAMMER & CHAMPY, ¡§The Crisis that Will Not Go Away¡¨ a. Division of labor is more efficient b. Division of labor = creates fragmented work [specialists, sub-specialists] c. How to go about division of labor i. Create a rule for every likely contingency ii. Make clear lines of authority iii. Develop standards for performance iv. Program people to conform to procedure d. Emphasis on efficiency and capacity e. Jobs get simpler due to de-skilling f. BUT „³ the process of coordinating all those ppl gets complex [hire supervisors] g. COST you pay „³ Middle management! Management becomes difficult h. RISK „³ if it gets too specialized, it gets harder to change everything due to the multiple layers [managers, manager¡¦s manager, etc] i. [pg 10] ¡§the ironic truth is that American companies are performing so badly because they used to run so well¡¨ j. Very hard to change an maneuver org after you¡¦ve done something a certain way for so long k. Old model doesn¡¦t work! l. The 3 C¡¦s i. Customers take charge ¡V customers change the game 1. mass customization : having things made to your likes; different versions available [LensCrafters, Levi¡¦s, Build A Bear] ii. Competition ¡V ppl trying to take your business; learn from other¡¦s mistakes 1. competition is broader than your category iii. Change becomes consistent ¡V product life span is short, change is gradual m. Basic Themes in Re-engineered organizations i. Several jobs are combined into one [no assembly line] ii. Workers make decisions iii. Steps in the process are done in the best way possible = no sequence it¡¦s necessary iv. Work is performed where it makes the most sense v. Hybrid centralized/decentralized process vi. Boundaries 1. vertical ¡V hierarchy 2. horizontal ¡V parts can¡¦t talk, slow process 3. external - 4. geographic ¡V location III. BUSINESS PROCESS DESIGN a. As uncertainty increases, a business needs to become more nimble b. How does communication flow? Types of networks: i. Authority network : who¡¦s got authority, who¡¦s in control ii. Task network : ppl organize themselves around the work iii. Social network : can be based on proximity; driven by affinities of kinds [sharing interests] IV. DOWNWARD COMMUNICATION a. Superior talks to subordinates b. Types of Downward Communication i. Job instructions ¡V ¡§take this package to¡K¡¨ ii. Job rationale ¡V gives instructions and help ppl understand why they are doing it¡K answers ¡§why?¡¨ iii. Org¡¦s procedures/policies ¡V ¡§here¡¦s how we do it¡¨, standards iv. Feedback ¡V give worker an evaluation of how they are doing v. Promotion of goals/units of org ¡V pushing for worker acceptance, ¡§Here¡¦s the job, here¡¦s how it fits, here¡¦s how it fits our policies¡K and I hope I can get you to believe it.¡¨ c. have to make sense of your work d. Problems with downward communication i. Word from top reaches subordinates, but msg is distorted ii. Ppl never get the msg ¡K gets blocked V. UPWARD COMMUNICATION a. Subordinate talks to superior b. 411 traveling upward is ¡§packaged¡¨ to protect the people who convey msg ¡K trying to cover up therefore ppl on top have a distorted view of what¡¦s going on [parents asking ¡§How¡¦s school?¡¨¡K ¡§Alright.¡¨] c.
Approximate Word count = 2309
Approximate Pages = 9.2
(250 words per page double spaced)
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