Business Process Redesign

: a case at a specialized retail industry : Worten

Abstract

The main purpose of this dissertation is to analyze how Business Process Redesign (BPR) can be used to improve Worten Resolve current processes. Worten Resolve is a premium after sales service which belongs to Worten, a specialized retail store of Sonae which owns more than 150 stores between Portugal and Spain. The everyday work of Worten Resolve is composed by several activities and processes performed by Worten employees, managers and technicians. Always considering the theory of Business Process Redesign, the several activities and processes were observed, monitored and documented in order to understand which one needed to change. Subsequently, the main problems and wasteful activities were identified, such as the technical services, which were the biggest change. For the problems identified, a solution was proposed using flowcharts for visual identification. The gains are also evaluated and mentioned in all the redesigns suggestions. Thus, is possible to conclude that BPR was an effective tool in order to accomplish the Key Performance Indicators (KPI’s) defined by the team assembled for this project. Consequently, it will save costs for the company and possibly contribute to increase customer loyalty.

Date of Award	2013
Original language	English
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Paulo Amaral (Supervisor)