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Work Flow Design...


A process for organizing work activity into a natural progression of events, each of which contributes directly to the end result. The process may be applied in both service and manufacturing settings.


Work Flow Design, more recently termed Process Reengineering, is a complete renovation of the process people use to achieve results. The premise is to link the outcomes people produce, not the activities they perform, in a chain through the organization. Each outcome must be correct for the next operation in the sequence.

The process begins with identification of external and internal customer requirements, and the sequence of events necessary to produce them. The events are organized to meet the external customer requirements. Work activity within each event is organized to meet the requirements of the next event—the internal customer. The objective is to streamline the flow of service or product through the sequence and eliminate unnecessary work. Effective work flow design allows people to work smarter, without requiring them to harder.

The Work Flow Design process will help you:

Specify outcomes based on customer requirements

Design work–flow(s) around desired outcomes

Combine tasks into meaningful work units

Create process–based teams

Create information systems to coordinate workflows

Establish measurements to monitor outcomes

Decentralize work–related information

Build process controls directly into workflows

Localize decision making


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Last modified: November 19, 1996