BUSINESS PROCESS REENGINEERING METHOD VERSUS

KAIZEN METHOD

Cristiana BOGDNOIU
Faculty oI Financial Accounting Management Craiova
Spiru Haret University, Romania
cristina82bgmail.com

Abstract:
The essence of this paper is the comparison of the Business Process Reengineering methoa (BPR)
ana Kai:en methoa.
The BPR methoa is aefinea by Hammer ana Champy as 'the funaamental reconsiaeration ana
raaical reaesign of organi:ational processes, in oraer to achieve arastic improvement of current
performance in cost, service ana speea`.
At its turn, the Kai:en methoa is an management concept for incremental change. The key elements
of Kai:en are quality, effort, involvement of all employees, willingness to change ana communication.
When BPR is comparea with Kai:en methoa, the BPR is haraer to implement, technology orientea,
enables raaical change. On the other hana, Kai:en methoa is easier to implement, is more people
orientea ana requires long term aiscipline.

Key words: business processe reengineering, Kaizen method, incremental improvement,
technology, standardization.

1. Introduction
Quite oIten it is necessary Ior an organization to revise and re-examine it's
decisions, goals, targets etc., in order to improve the perIormance in many ways and this
activity oI re-engineering is called as Business Process Re-engineering which is also
known as Business Process Re-design or Business Process Improvement.

2. Business Process Reengineering (BPR)
Business Process Reengineering began as a private sector technique to help
organizations Iundamentally rethink how they do their work in order to dramatically
improve customer service, cut operational costs, and become world-class competitors. A
key stimulus Ior reengineering has been the continuing development and deployment oI
sophisticated inIormation systems and networks.
Business Process Reengineering involves changes in structures and in processes
within the business environment. The entire technological, human, and organizational
dimensions may be changed in BPR. InIormation Technology plays a major role in
Business Process Reengineering as it provides oIIice automation, it allows the business to
be conducted in diIIerent locations, provides Ilexibility in manuIacturing, permits quicker
delivery to customers and supports rapid and paperless transactions. In general it allows
an eIIicient and eIIective change in the manner in which work is perIormed.

2.1 What is the Business Process Reengineering

The globalization oI the economy and the liberalization oI the trade markets have
Iormulated new conditions in the market place which are characterized by instability and
intensive competition in the business environment. Competition is continuously
increasing with respect to price, quality and selection, service and promptness oI
delivery.
Removal oI barriers, international cooperation, technological innovations cause
competition to intensiIy. All these changes impose the need Ior organizational
transIormation, where the entire processes, organization climate and organization
structure are changed. Hammer and Champy provide the Iollowing deIinitions:
5HHQJLQHHULQJ is the Iundamental rethinking and radical redesign oI business
processes to achieve dramatic improvements in critical contemporary measures oI
perIormance such as cost, quality, service and speed.
3URFHVV is a structured, measured set oI activities designed to produce a speciIied
output Ior a particular customer or market. It implies a strong emphasis on how work is
done within an organization." (Davenport 1993).

Business processes are characterized by three elements:
WKH LQSXWV, (data such customer inquiries or materials),
WKH SURFHVVLQJ oI the data or materials (which usually go through several stages
and may necessary stops that turns out to be time and money consuming), and
WKH RXWFRPH (the delivery oI the expected result).
The problematic part oI the process is processing. Business process reengineering
mainly intervenes in the processing part, which is reengineered in order to become less
time and money consuming.
The term "Business Process Reengineering" has, over the past couple oI year,
gained Increasing circulation. As a result, many Iind themselves Iaced with the prospect
oI having to learn, plan, implement and successIully conduct a real Business Process
Reengineering endeavor, whatever that might entail within their own business
organization.

2.2. The methodology of BPR

Re-engineering is deIined (Hammer & Champy, 1993: 46) as 'the funaamental
rethinking and raaical redesign oI business processes to achieve aramatic improvements
in critical, contemporary measures oI perIormance, such as cost, quality, service and
speed. This deIinition contains Iour key words.
1. The Iirst key word is funaamental. In doing re-engineering, people must ask the
most Iundamental questions about their organizations and how they operate: 'Why ao we
ao what we ao? Ana why ao we ao it the way we ao?`
2. Secondly, raaical design means getting to the root oI things, not making
superIicial changes or Iiddling with what is already in place, but throwing away the old.
3. The third key word is aramatic. Re-engineering isn`t about making marginal or
incremental improvements, but about achieving perIormance improvements.
4. Finally processes. Most organizations are not process-oriented, they are Iocused
on tasks, on jobs, on people, on structures, but not on processes. A process can be deIined
as a collection oI activities that takes one or more kinds oI input and creates an output
that is oI value to the customer (Hammer & Champy, 1993: 32-35).
This eIIort Ior realizing dramatic improvements by Iundamentally rethinking how
the organization`s work should be done distinguishes re-engineering Irom process
improvement eIIorts that Iocus on Iunctional or incremental improvement (Hammer &
Champy, 1993). ThereIore, Handy (1990) states that the theory oI Discontinuous thinking
is central to the BPR process, in stead oI the continuous (incremental) thinking, which is
largely derived Irom scientiIic thinking. This continuous thinking is the keystone to many
oI the quality management techniques. Although the principles oI BPR and the quality
management techniques diIIer, quality programs and re-engineering share a number oI
common themes (BeckIord, 1998). They both start with the needs oI the process
customer and work backwards Irom there. However, the two programs also diIIer
Iundamentally. Quality programs work within the Iramework oI a company`s existing
processes and seek to enhance them or continuous incremental improvement. Quality
improvements seek steady incremental improvement to process perIormance. Re-
engineering seeks breakthroughs, not by enhancing existing processes, but by discarding
them and replacing them with entirely new ones.
BPR is achieving dramatic perIormance improvements through radical change in
organizational processes, rearchitecting oI business and management processes. It
involves the redrawing oI organizational boundaries, the reconsideration oI jobs, tasks,
and skills. This occurs with the creation and the use oI models. Whether those be physical
models, mathematical, computer or structural models, engineers build and analyze
models to predict the perIormance oI designs or to understand the behavior oI devices.
More speciIically, BPR is deIined as the use oI scientiIic methods, models and tools to
bring about the radical restructuring oI an enterprise that result in signiIicant
improvements in perIormance.
Redesign, retooling and reorchestrating Iorm the key components oI BPR that are
essential Ior an organization to Iocus on the outcome that it needs to achieve.
In resuming, the whole process oI BPR in order to achieve the above mentioned
expected results is based on key steps-principles which include redesign, retool, and
reorchestrate.
Each step-principle embodies the actions and resources as presented in the table
below.

Table 1. The 3 Rs oI reengineering

REDESIGN

Simplify
Stanaarai:e
Empowering
Employeeship
Groupware
Measurements
RETOOL

Networks
Intranets
Extranets
Workflow

REORCHESTRATE

Synchroni:e
Processes
IT
human resources


Methodology of a BPR project implementation / alternative techniques BPR is
world-wide applicable technique oI business restructuring Iocusing on business
processes, providing vast improvements in a short period oI time. The technique
implements organizational change based on the close coordination oI a methodology Ior
rapid change, employee empowerment and training and support by inIormation
technology. In order to implement BPR to an enterprise the Iollowings key actions need
to take place:
Selection oI the strategic (added-value) processes Ior redesign
SimpliIy new processes - minimize steps - optimize eIIiciency - modeling
Organize a team oI employees Ior each process and assign a role Ior process
coordinator
Organize the workIlow - document transIer and control.
Assign responsibilities and roles Ior each process.
Automate processes using IT (Intranets, Extranets, WorkIlow Management)
Train the process team to eIIiciently manage and operate the new process
Introduce the redesigned process into the business organizational structure
Most reengineering methodologies share common elements, but simple diIIerences
can have a signiIicant impact on the success or Iailure oI a project. AIter a project area
has been identiIied, the methodologies Ior reengineering business processes may be used.
In order Ior a company, aiming to apply BPR, to select the best methodology, sequence
processes and implement the appropriate BPR plan, it has to create eIIective and
actionable visions. ReIerring to 'vision' we mean the complete articulation oI the Iuture
state (the values, the processes, structure, technology, job roles and environment)
For creating an eIIective vision, Iive basic steps are mentioned below.
- the right combination oI individuals come together to Iorm an optimistic and
energized team
- clear objectives exist and the scope Ior the project is well deIined and understood
- the team can stand in the Iuture and look back, rather than stand in the present and
look Iorward
- the vision is rooted in a set oI guiding principles.

2.3. Business Process Re-engineering Examples:

Example1: The entire organization`s business processes or an individual
department`s business processes can be reengineered according to the needs oI an
organization.
For example, a bank may have many activities associated with it like investing,
credit cards, loans, etc., and they may be involved in cross selling(e.g. insurance) with
other preIerred vendors in the market. II the credit card department is not Iunctioning in
an eIIicient manner as the way the bank expected, it might reengineer the 'credit card
business process.
In this situation, bank may think about decreasing the interest rate, oIIering
promotion, redemption, balance transIers etc., to the customers in order to Iacilitate the
perIormance. This would lead to re-engineer or re-design the current bank`s credit card
process. The net eIIect is the improvement in perIormance oI credit card division and
conversely, iI anything goes wrong, major losses are also expected.
Computer system`s inIrastructure, competition, Iinancial strength, expenses
reduction, customer satisIaction, product quality, better management, employees
involvement are some oI the areas that an organization is interested to do business
process reengineering and change the existing processes.
Profect Infrastructure.
An organization may migrate Irom X database to Y database Ior better
perIormance, storage capabilities and reliability.
Competition.
An organization may buy a new and sophisticated application in order to overcome
the competitive pressure.
Financial strength.
Many small and big companies need money to expand their business and in this
situation, they may get loans, or issue shares etc.
Proauct Quality.
A calling card distributor may buy good calling cards Irom the vendors that are
good in quality, time and easy connection.

Example2. A typical problem with processes in vertical organizational structure is
that customers must speak with various staII members Ior diIIerent inquiries. For
example, iI a bank customer enters into the bank determined to apply Ior a loan, apply Ior
an ATM card and open a savings account, most probably must visit three diIIerent desks
in order to be serviced, as illustrated in Figure 1.






Figure 1. Three inquiries three waiting queues















Figure 2. One Stop Service Ior all three inquiries

The diIIerence between the vertical organization (Figure 1) and the cross Iunctional
organization (Iigure 2) lies in the way businesses are organized internally. The vertical
organization is organized based on functional units (e.g. the sales, the accounting
department). In cross-Iunctional organizational units the main organizational unit is the
process. Since "aoing business" is mainly running processes, it would be very logical to
organize companies based on processes. For instance, the ordering process crosses
LOANS

ACCOUNTS

ATM CARDS

ORGANIZATION ORGANIZATION ORGANIZATION



ATM PROCESS
NEW ACCOUNTS PROCESS

LOANS APPLICATION PROCESS

O
R
G
A
N
I
Z
A
T
I
O
N

diIIerent departments: the sales department Ior order taking, the accounting department
Ior credit control and invoicing, the logistics department Ior inventory control and
distribution, and the production department Ior producing the order.

3. Kaizen Method

3.1. The Beginnings of Kaizen

As stated earlier, Kaizen methods Ior work process improvement that include
making the improvements originated in the World War II Job Methods training program.
It was developed by the Training Within Industry (TWI) organization, a component oI
the U.S. War Manpower Commission during World War II. Kaizen methods that suggest
improvements also originated in the work TWI. As suggestion rather than action
improvement programs, Imai points out that, "Less well known is the Iact that the
suggestion system was brought to Japan...by TWI (Training Within Industry) and the
U.S. Air Force" (1986, page 112). Huntzinger (2002) also traces Kaizen back to the
Training Within Industry (TWI) program. TWI was established to maximize industrial
productivity Irom 1940 through 1945. One oI the improvement tools it developed, tested,
and disseminated was labeled "How to Improve War Production Methods." It taught
supervisors the skill oI improving work processes. This program's name was changed to
"How to Improve Job Methods" (War Production Board, 1945, page 191) and is most
oIten reIerred to as Job Methods training. It taught supervisors how to uncover
opportunities Ior improving work processes and implement improvements. It
incorporated a job aid that reminded the person oI the improvement process. This process
began with recording the present method oI operation including details about machine
work, human work, and materials handling - much like a process observations would. It
used challenging questions, to provoke the discovery oI improvement opportunities. It
provided tips Ior eliminating waste - e.g., discards unnecessary steps, combine steps
where possible, simpliIy the operations, and improve sequencing. It incorporated operator
involvement in identiIying waste and developing better ways to do the process. It
instructed people to check out their ideas with others, conclude the best way to make the
improvement, document it, get authorization, and make the improvement. Its
improvements included classic poka yoke solutions like the use oI jigs and guides to
reduce or eliminate errors. TWI emphasized incremental improvements Iocusing on the
processes closest to the person and making improvements that did not require wholesale
redesign oI machines or tools.

3.2. What is Kaizen?

Kaizen is a system oI continuous improvement in quality, technology, processes,
company culture, productivity, saIety and leadership.
Kaizen was created in Japan Iollowing World War II. The word Kaizen means
"continuous improvement". It comes Irom the Japanese words "Kai" meaning school and
"Zen" meaning wisdom.
Kaizen is a system that involves every employee - Irom upper management to the
cleaning crew. Everyone is encouraged to come up with small improvement suggestions
on a regular basis. This is not a once a month or once a year activity. It is continuous.
Japanese companies, such as Toyota and Canon, a total oI 60 to 70 suggestions per
employee per year are written down, shared and implemented.
In most cases these are not ideas Ior major changes. Kaizen is based on making
little changes on a regular basis: always improving productivity, saIety and eIIectiveness
while reducing waste.
Suggestions are not limited to a speciIic area such as production or marketing.
Kaizen is based on making changes anywhere that improvements can be made. Western
philosophy may be summarized as, "iI it ain't broke, don't Iix it." The Kaizen philosophy
is to "do it better, make it better, improve it even iI it isn't broken, because iI we don't, we
can't compete with those who do."
Kaizen in Japan is a system oI improvement that includes both home and business
liIe. Kaizen even includes social activities. It is a concept that is applied in every aspect
oI a person's liIe.
In business Kaizen encompasses many oI the components oI Japanese businesses
that have been seen as a part oI their success. Quality circles, automation, suggestion
systems, just-in-time delivery, Kanban and 5S are all included within the Kaizen system
oI running a business.
Kaizen involves setting standards and then continually improving those standards.
To support the higher standards Kaizen also involves providing the training, materials
and supervision that is needed Ior employees to achieve the higher standards and
maintain their ability to meet those standards on an on-going basis.
Kaizen is Iocused on making small improvements on a continuous basis.

3.3. The Kaizen Philosophy

Improvement has become an integral part oI theories and models oI change such as
structuration theory (Pettigrew, 1990), Ideal types oI change (Van de Ven & Poole,
1995), and cycles oI organizational changes within revolutionary, piecemeal, Iocused,
isolated and incremental changes (Mintzberg & Westley, 1992). Imai (1986) introduced
Kaizen into the western world when he and outlined its core values and principles in
relation to other concepts and the practices involving the improvement process in
organizations (Berger, 1997). Framed as Continuous Improvement (Lillrank & Kano,
1989; Robinson, 1991), the Kaizen philosophy gained recognition and importance when
it was treated as an overarching concept Ior Total Quality Management (TQM) (Imai,
1986; Tanner & Roncarti, 1994; Elbo, 2000), Total Quality Control (TQC) or Company
Wide Quality Control (CWQC) citing practices such as Toyota Production Systems
(TPS) and Just in time (JIT) response systems (Dahlgaard & Dahlgaard-Park, 2006) that
is aimed at satisIying customer expectations regarding quality, cost, delivery and service
(Carpinetti et al., 2003; Juran 1990). With this Iocus on improvement, the Kaizen
philosophy reached notoriety in organizational development and change processes and
has been explained as the 'missing link in western business models (Sheridan, 1997)
and one oI the reasons why western Iirms have not Iully beneIited Irom Japanese
management concepts (Ghondalekar et al. 1995).
Kai:en is a compound word involving two concepts: change (Kai) and to become
good (:en) (Newitt, 1996; Farley, 1999). To engage in Kaizen thereIore is to go beyond
one`s contracted role(s) to continually identiIy and develop new or improved processes to
achieve outcomes that contribute to organizational goals. Kaizen can be understood as
having a spirit oI improvement Iounded on a spirit oI cooperation oI the people,
suggesting the importance oI teams as a Iundamental design in this approach (Tanner &
Roncarti, 1994; Imai, 1997).
Based on the past literature, i summarize the Kaizen methodology as:
1) one that involves all the employees oI the Iirm;
2) improving the methods or processes oI work;
3) improvement are small and incremental in nature and 4) using teams as the
vehicle Ior achieving theses incremental changes.
Kaizen philosophy, however, includes the concept oI Kaizen (Continuous
Improvement) and Kairyo (Process Improvement). Imai (1986) proposes that the Kaizen
philosophy embraces Iour main principles:
Principle1. Kai:en is process orientea. Processes need to be improved beIore
results can be improved. (Imai, 1986, pp. 16-17).
Principle2. Improving ana maintaining stanaaras. Combining innovations with the
ongoing eIIort to maintain and improve standard perIormance levels is the only way to
achieve permanent improvements (Imai, 1986, pp. 6-7).
Kaizen Iocuses on small improvements oI work standards coming Irom ongoing
eIIorts. There can be no improvement iI there are no standards (Imai, 1986, p. 74). The
PDCA cycle (Plan-Do-Check-Act) is used to support the desired behaviors. This cycle oI
continuous improvement has become a common method in Kaizen, it is used to generate
improvement`s habits in employeess.
Principle3. People Orientation. Kaizen should involve everyone in the
organization, Irom top management to workers. One oI the strongest mechanisms
aligning with this third principle is Group-oriented Kaizen (Imai, 1986). Kaizen teams
Iocus primarily on improving work methods, routines and procedures usually identiIied
by management (Imai, 1986).

3.4. The Benefits resulting from Kaizen

Kaizen involves every employee in making change--in most cases small,
incremental changes. It Iocuses on identiIying problems at their source, solving them at
their source, and changing standards to ensure the problem stays solved. It's not unusual
Ior Kaizen to result in 25 to 30 suggestions per employee, per year, and to have over 90
oI those implemented.
For example, Toyota is well-known as one oI the leaders in using Kaizen. In 1999
at one U.S. plant, 7,000 Toyota employees submitted over 75,000 suggestions, oI which
99 were implemented.
These continual small improvements add up to major beneIits. They result in
improved productivity, improved quality, better saIety, Iaster delivery, lower costs, and
greater customer satisIaction. On top oI these beneIits to the company, employees
working in Kaizen-based companies generally Iind work to be easier and more enjoyable-
-resulting in higher employee moral and job satisIaction, and lower turn-over.
With every employee looking Ior ways to make improvements, you can expect
results such as:
Kaizen Reduces Waste in areas such as inventory, waiting times, transportation,
worker motion, employee skills, over production, excess quality and in processes.
Kaizen improves the space utilization, product quality, use oI capital,
communications and production capacity and employee retention.
Kaizen provides immediate results. Instead oI Iocusing on large, capital intensive
improvements, Kaizen Iocuses on creative investments that continually solve large
numbers oI small problems. Large, capital projects and major changes will still be
needed, and Kaizen will also improve the capital projects process, but the real power oI
Kaizen is in the on-going process oI continually making small improvements that
improve processes and reduce waste.

3.5. Varieties of Kaizen Methods

The collection oI Kaizen methods can be organized into the Iollowing categories:
Individual versus teamed,
Day-to-day versus special event, and
Process level versus subprocess level.
Inaiviaual Jersus Teamea
While almost all Kaizen approaches use a teamed approach, there is the method
described as Teian Kaizen or personal Kaizen (Japan Human Relations Association,
1990). Teian Kaizen reIers to individual employees uncovering improvement
opportunities in the course oI their day-to-day activities and making suggestions. It does
not include making the change itselI, but simply the suggestion Ior the change.
Day-to-Day Jersus Special Event
Another example oI a day-to-day Kaizen approach is Quality Circles. Here, a
natural work team (people working together in the same area, operating the same work
process) uses its observations about the work process to identiIy opportunities Ior
improvement. During any day or perhaps at the end oI the week, the team meets and
selects a problem Irom an earlier shiIt to correct. They analyze its sources, generate ideas
Ior how to eliminate it, and make the improvement. This continuous improvement oI the
work process is made in the context oI regular worker meetings.
Special event Kaizens are currently most common. These methods plan ahead and
then execute a process improvement over a period oI days. When they Iocus at the
subprocess level, take place at the work site eliminate waste in a component oI a value
stream. These special events are perIormed in the Gemba - meaning, where the real work
is being done" - e.g., on the shop Iloor or at the point where are service is being
delivered.
Process Level versus Subprocess Level
Most times, Kaizen reIers to improvements made at the subprocess level - meaning,
at the level oI a component work process. For example, imagine the end-to-end
production process associated with manuIacturing shoes. It includes the activities oI
acquiring materials (inputs) Irom suppliers, transIorming them into shoes (output) and
delivering them to customers. One subprocess would be the set oI operations that apply
the sole to the shoe.
The Common Elements. All Kaizen methods that include making change (as
opposed to just suggesting a change) have these common Ieatures. They:
Focus on making improvements by detecting and eliminating waste,
Use a problem solving approach that observes how the work process operates,
uncovers waste, generates ideas Ior how to eliminate waste, and makes
improvements, and
Use measurements to describe the size oI the problem and the eIIects oI the
improvement.

4. Comparison of Business Process Reengineering vs. Kaizen

Table 2 Comparison oI Business Process Reengineering vs. Kaizen
Reengineering Kaizen
Who leads? Usually consultants, top
management, and a cross-
Iunctional Project Team
The people that actually do the work
(with strong guidance in the early years
by top management and a Sensei)
Duration Is a "project" with a deIined
beginning and end
Never ending. Every sub-process should
be kaizened repeatedly Iorever
Type oI
process
Re-engineering works best Ior
processes:
- has cross organizational
boundaries as complex inter-
relationships oI variables
- that involve complex,
integrated technologies
- with medium-length, somewhat
repetitive cycles
Kaizen works best Ior processes:
1. with well-deIined boundaries
2. with most variables in the control oI the
kaizen team
3. that involve low technology - or islands
oI technology
4.with short, highly-repetitive cycles
Scope An entire Value Stream
process
Although kaizen usually starts with a
kaikaku that addresses the entire Value
Stream process - most kaizen events
Iocus on one speciIic sub-process
Degree oI
change
Changes can be incremental or
radical - and usually aIIect an
entire integrated process
Changes can be incremental or radical -
but usually only aIIect a limited sub-
process at a time
Speed Generally implemented in a
Big Bang changeover
Each kaizen event generates
immediately noticeable and measurable
changes
Acceptance High risk oI things reverting
back to the way they were soon
aIter the consultants leave
Since the people that actually do the
work are the ones making the changes -
acceptance is very high
Cost OIten involves expensive
technologies, computers, and
other "systems"
Most "lean" changes are inexpensive or
even Iree
Technology Re-engineering projects are
oIten led by computer
consultants - who tend to "Iix"
most problems with (you
guessed it) computers
Most "lean" methods minimize or even
eliminate reliance on technology - with
a preIerence toward visual methods and
simpliIication
Similarities
x Both address the entire Value Stream oI a process
x Kaizen usually starts out with a kaikaku "big change"
x Both require a qualiIied, competent, and committed Change to have any chance oI
success

5. Conclusion

The essence oI this paper is that the Business Process Reengineering is the redesign
oI business processes and the associated systems and organizational structures to achieve
a dramatic improvement in business perIormance and Kaizen is small improvements and
a change Ior better. It must be accompanied by change oI method.
Business Provess Reengineering is a "project" with a deIined beginning and end,
and Kaizen never ending.

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