,--------.--.

......

--------------------------

..._ .._._ ...- ....

A~rallagerscan re.lease the real power of computers by

challenging centLll"ies-old notions about work.

Reengineering Work:
Don't Automate, Obliterate
!

!!

by Michael Hammer

Despite ;l decade or more of restructuring

and
downsizillg, many U.S. companies are still unprepared to operate in the 1990s. In a time of rapidJy changing technologies and ever-shorter product'
life cycles, product development often proceeds at
a glacial pace. In an age of the customer, order ful.
fillment has high error rates and customer inquiries
go unanswered for weeks. In a period when asset
utilizlltioll is critical, inventory levels exceed many
months of demand.
The usual mcthods for boosting performanceprocess rationnlization
and automation-haven't
__

~w.

Usecomputers 1'0 redeslgnnot just automateexisting business processes.

yielded the drnll1:1tic improvements
companies
need. In pllrticlI!:lr, heavy investments in information technology have delivered disappointing
rcsuIts-largely because companies tend to use technology to mechanize old wayt: of doing business.
They lellve the exist ing processes intact and use computers simply to speed them up.

Bu t speeding up those prnCeS5C'l C:lllll(lt :Hhh(,5S

their fundamental perforlll:lI1CCdeficiencies. M:IlIY
of our job designs, work flows, controllllech:lIlisllls,
and organizational structures cnme of age in a different competitive environment and before the advent
of the computer. They are geared toward efficiency
and control. Yet the watchwords of the new decade
are innovation and speed, service and quality.
It is time to stop paving the cow paths. Instead of
embedding outdated processes in si licon and software, we should obliterate them and st:1rt over. We
should "reengineer" our businesses: use the power of
modern information technology to radically redesign
our business processes in orelcr to achieve drallwtic
improvements in their performance.
Every company operates according to:\ great many
unarticulated rules. "Credit decisions are made by
the credit department."

"Local inventory

is needed

for good customer service!' "Forms must be filled in

completely and in order." Recnginccring strives to
break away from the old rules about how we org;lIl;Z('
Michael Hammer i.~president of

Hom

mer

olld C011lptll1}'.

on information
technology
con,w/tillg
firm ill COlll'
hridge, Massachusetts.
This IIrliele is boser! ill 1"lrt on
wor/< performed in association
\\'ilh 1!If' Illrlf'x ern/ll'.

a/so a Cambridge-based

cons

11 It I1/JeT

11""\1/,1(1) l\USIt~f.c;S

IlEVIEW

..'
Ii'.,

ami conduct business. It involves recognizing and rejecting some of them and then finding imaginative
Ill:W WilYSto accomplish
work. From our rellesigllcd
IHIll.:esses,new rules will emerge tlwt fit the tilnes.
Only then can we hope to achieve quantum leaps in
pcrformance.
Rcenginc 'ri ng C;\IlIHHbe planned meticulousl y
lIlI,1 ilccllmplishd
ill Sillilllulld ClllltiulIS steps. It's illl
all-or-nothing proposition with an uncertain result.
Still, most cOlllpanies have no choice but to muster
Ihe couragc to do it. For many, reengineering is the
IHlly hope for breaking away from the antiquated
processes that threaten to drag them down. Fortunately, managers arc not without help. Enough
busi nesscs ha ve s uccessfull y reengineered
their
processes to providc some rules of thumb for others.

What Ford and MBL Did

japanese competitors and young entreprencurial
vcnlurcs prove every day that drastically better levL'1s If PI\ICCSS pedllrln:lIH.:e al\~possible. They dcvelop
products twice as fast, utilize assets eight times morc
productively, respond to customers ten times faster.
Sllille large, established companies also show what
C;lI1be llone. Businesses like Ford Motor Company
and [vlutual Bendit Life Insurance have reengineered
their processes ami achieved competitive leadership
;IS .1 rcsult. Ford has n.:engincercd its accounts
pay;lbk prucesses, .\llli Mutual Benefit Life, its prucessi\lg of applications for insurance.
In the cady 1980s, when the American auto-,
motive industry was in a dl:pression, Ford's top managcment put accounts payable-along
with many
IIlher departments-under
the microscope in search
lli W,IYS to cut costs. Accounts payable in North
America alone employed more than 500 people.
{\tlnagemcnt thought that by rationalizing processes
,ll1dinstalling new cllmputer systems, it could reduce
lhe head count by some 20%.
FlHd was cllthusiastic about its pl:lI1to tightcn acI.:OIIIIIS
p;l)'able-ulltil itilloked ,It Mazda. While Ford
was aspiring to a 400-pcrslln department, Mazdcl's accuunts payable organization consisted of a total of
5 people. The difference in absolute numbers was
.Istllunding, and cven after adjusting for Mazda's
smaller size, Ford figured that its accounts payable organization was five times the size it should
k. The Ford team knew better than to attribute the
di::.cn.:p,lIlcy to calisthenics, company songs, or low
illtclest rates.
Fonl managers ratcheted up their goal: accounts
1'.1}'ahle Wlluhl pcrform with not just a hundred
I

I.--...--.-...-..~-_ ~- ..- ,.,...--.--...-.............,-

~ _ _.__ .--...-...-----.1.---- '"..

'

but many hundreds fewer clerks. II lhell set OUl to

achicve it. First, managers analyzed the existing system. When I'llI'd's purchasing department wrule a
[1l'lu.:llilseorder, il Sl:nl :l cupy to accounts pyab1c.
Later, wlll:n material conl1'lJl received the goods, it
sent a copy of the receiving document to accounts
payable. Ml:anwhilc, the vcndor sent an invoice to
UCClllliitH
puynhlc.
It Wllfl \Ip 10 al;ClllIlIls payable,
theil, til match till: IHllcllilsc lIlder agaillsl tilt': receiving dOcullll:nt and the invoice. If tlll:Y matched,
the department issued payment.
The department spent most of its time on mismatches, instances where the purchase oroer, receiving document, ano invoice disagreed. In these
cases, an accounts payable clerk would investigate
the discrepancy, hold up payment, generate documents, and all in all gum lip the works.
One way to improve things might have been to
help the accounts payable clerk investigate more efficil.:nt1y,but a better choice was to prevent the mismatches in thc first place. 'nJ this end, Pord instituted
"invoicekss prUl.:essing:' Now when the purchasing
department initiates an order, it enters tile information inlU an on-linc database. It dOl,:sll'tsend a cupy of
the purchase order to anyone. Wht;nlhc goods arrive
at the receiving dock, the receiving clerk checks the
database to see if they correspond to an outstanding
purchase order. If so, he or she accepts them and enters the transaction into the computer system. (If receiving can't find a database entry for the received
goods, it simply returns the order.)
Under the old procedures, the accoullting department had to match 14 datu itenw between the re-

Why did Ford need

400 accounts payable clerks
when Mazda had just 5?

------------------

-_._---------"--

ccipt record, the purchase order, ami the invoice before it could issue payment to the vendor. The new
approach requires matching only three items-part
number, unit of llleaallfC, and !lupplier code-between the purchase order and tbe receipt record.
The matching is done automatically, and the computer prepares the check, which accounts payable
sends to the vendor. There arc no invoices to worry
about since Ford has asked its vendors not to send
them. (See the diagram, "Ford's Accounts Payable
Process ... :' for illustrations of the old and new payabIes processes.l
Ford didn't settle for the modest increases it first
envisioned. It opted for radical change-and achieved
dramatiC' improvement. Where it has instituted this
lOS

"

ItEENGINEElllNG
.....

_ ,.~--_ ..-..
..

'

..

new process, Ford has achiuved a 7S'};, reduction

in hcad count, not the 20':;', it would hllve gottcn
with a conventional
program. And since there are no
discrepancies
hetween the financial record and the
physic:II record, material control is simpler and financial inform:ltion
is morc accuratc.
Mutual Bcnefit Life. the country's cightecnth
largest life carrier, has recnginccn:d
its processing of insurance'applic:ltions.
Prior to this, MBL handled
custolllers' llppliclll ions IIlllcll m: its compl'1 itors did.

The long, multistep

"

III
1\

,I

WOH"

process involved credit check-

ing, quoting, r:lting, underwriting,

:lml so on. An arplic;ltion would have to go tlHoUgh as many as ,,0
discn.:te steps, sl'anlling!1 departlllcnts
nnd involving
19 people. At thc very hest, MBL could proccss an npplicntion in 24 hours, hut Illore typic:lI tum:HOt1l11ls
ranged from S to 25 days-most
of the lime spcnt
pnssing information
from one dcpartment
to the
next.IAnother
insurer estimated
thnt while an application
spent 22 days in process, it was actually
worked on for just 17 minutes.)
MBI.:s rigid, s\.'quential proccss Icd to many complications. For instancc, when a customer wantcd to
cash in an existing policy and purchase a new one,
the old business department
first had to authorize
the trensury departmcnt
to issuc a check made payable to MBL. The check would thcll accompany the
paperwork to the new business department.
The president of MBL, intent on improving
customer service, decided that this nonsense had to stop

Hnd demanded :I 60% improvement

in productivity.
It was clear that such :111amhitious
gonl wfluld rcquire more than tinkering with the existing process.
Strong mcasures
werc in Older, :1I1d the managcment team assigned to the tnsk looked to technology ns a mcans of achievi ng I helll. The tC:lm 1l~;IIizcd that sharcd datab:lscs and computer
networks
could makc many different
kinds of inforll1;\tit11l
available to a single person, while ('Xlwlt systems
could help people Wilh Iilllill'd ('XI"'li"IIl'l' 11I:lkl'
sound decisions.
Applying
t IIcst' in5igllts
led to :I
new approach to the applic:ltion-kll1dlilli:
proccc;s,
one with widc orgrinizalion:lI
illlplicltiolis
:lnd little
resem bl:1I1ce to the old W:lYof doi ug hll';i lIess.
MBL swept away existing joh definiliuns
and de. '
partmental
boundaries
:lIld created a new I'OSili(l1l
called a case manager. Case Illllnagcrs h:lve total responsibility
for an applicatioll from the time it is received to the time a policy is issw:d. Unlike clerks,
who performed
a fixed task repeatedly
under the
watchful gaze of a supervisor, Case managers WOl k
autonomously.
No more handoffs of files and resp'lIlsibility, no more shuffling of customer inquiries.
Case managers are able to perform all the tasks associated with an insurance application hecause they
are supported
by powerful l'C-h;lsed workstations
that Hill an expert system and connect to a range of
automated
systems on a mainfr:lIl1c. In particularly
tough cases, the case manager c:llis for assist:lllCe
from a senior underwriter
or physician, but these src-

'I

;1

Purchnslng

Purchase Order

Vendor

.------::---.=9:->

'",m' j

copy 01
Purchase
Order
Invoice

Accounts Payable

Mare than 500 nccounls payable clerks malched purchnse ardors, rccolvlng dO",tlmonls, and Invoices nnd thon 'ssued paymo"f, 1.11<1''''1<''0' W"'~ rn",mn"

,"
I ,P/''IIII

I' ~~

11'1' ./,1"';' ,I I 'lif " /01111

..........
, _..._............
_~

.-.._..- __ "_'"'_.
w_w_.~, , ----,------

eialists wurk only as consultants and advisers to the

case manager, who never relinquishes control.
Empllwering individuills to process entire applications has had a trcmcJ1l1ous impact on operations.
MBL l:an now l:omplete an application ill as little as
four holUs, <111l1
average turnaround takes only two to
five days: The wmpany has eliminated 100 field ufI il:I.' pllsilillllS,

and elise 11IUIlugers cun hundle

mure

thantwiLc lhe volullle of new upplicatiuns the cumpany previously wuld process.

At the hemt o( recngillcering is the notion of dis.

continuous thinking-uf
recognizing and breaking
uway fwm the outdated rules and fundamental assumptions
that underlie operations. Unless we
change these ruks, we Me merely rearranging the
dcck ch;lirs on lhe Titanic. We cannot achieve breakdUllUghs in performance by cutting fat or automating existing processes. Rather, we must challenge old
assumptions and slH.:d the old rules that made the
busincss underpcrform in the first place.
Every business is replete with implicit rules ldt
over fwm earlier del:ades. "Customers don't repair
their own equipment." "Local warehouses are necessary fur goud service." Merchandising decisions arc
m,lde at headquarters." These rules of work design
/I

arc based on assumptions about tcdl1lo1ogy, peop1c,

and organizational goals that no longer hold. The
contemporary repertoire of available information
technologies is vast and quickly expamJing. Quality,
innovatioll, and service arc now more important
than cost, growth, and control. A large portion of the
popuI.ttion is educated and capable of assuming reflponsibili l y, ami wurkers cherish .hei r illItonoll1Y
and expect to have a !:l;IYin how the bUtlinc!HI is rUIl.
It should come as no surprise that our business
processes and structures are outmoded and obsolete:
our work structures and processes ha ve not kept pace
with the changes in technology, dcmographics, and
business objectives. For the most part, we have organized work as a sequence of separate tasks and employed complex mechanisms tll track its prugrl:ss.
This arrangement can be traced tu the InJustrial
Revolution, when specialization of labor and economies of scale promised to overcome the inefficiencies of cottage industries. Businesses disaggregatcd
work into narrowly defiJied tasks, reaggregated the
people performing those tasks intu departments,
and installed managers to administer them.
Our daborate systems for imposing control and
discipline on those whu actually do the work stern
from the postwar period. In that halcyon periud of expansion, the main concern was growing fast without
going broke, so businesses fucused on cost, growth,
and control. And since literate, cutry-Ievel people
were abundant but well-educated professiouals hard

Purchoslng
Purchase Ordor

,I

t:~

( ' ../v"'/'v""~

,~

..y'./,. ..\,,/"..rJ

,.,m'"

Account, Payable

Dalabaso

The new process cuts head counlln nccounts payable by 75%. ellmlnaleslnvolces. and Improves accuracy. Matching Is compulerlzed.

11,\)t Yt\I{I) BUSINESS REVIEW

July.Augllsll':l':lO

107

HEENGINEEHING

to conlC by, the control fl)'fltcmfl funneled infonn:ltion up the hicmrchy to the few who presumably
knew what to do with it.
These patterns of organizing work have become so
ingrained that, despite, their serious drawbacks, it's
hard to conccive of work being accomplished any'
other:way. Conventional
process structures
nre
fragmented :lnd piecemeal, :lnd they lack the integration necessary to maintain quality :lnd scrvice. They
nrc brcl.'lll n~ ~l\llllHts 1'01tunnel v Isioll, liS people tl'llll
to substitute the narrow gO:lts of their p:lrtieular

-----_._---_._._._-------

------

Ford'sold rule: we pay when

we get the invoice,
Ford's new rule: we pay when
we get
the goods,
-----_._
_--~------------------_._----

:.

-.

.'

.'

.
.
..
,

department for the larger gOllls of the process as a

whole. When work is handed off from person tu person ami unit to unit, dclnys :lnd errors are incvitllble.
Account:lbility blurs, and critical issues fall between
the cmcks. Moreover, no one sees enough of the big
picture to be able to respond quickly to new situations. Managers despcrately try, likc all the king's
.horses and all the king's men, to piece together the
fragmented pieces uf business processes.
Managers have tried to adapt their processes to
new circumstances, but usually in ways that just create more problems. 1, say, customer service is poor,
they create a mechanism to deliver service but overlay i ton the existing organization.
Bureaucracy
thickens, costs risc, and enterprising competitors
gain market share.
Inreengineering, managers break loose from outmoded business processes and the design principles
underlying them ,lIld create new ones. Ford had operated undcr the old rule that "We pay when we receive
the invoice." While no one had ever articulated or
recorded it, that rule determined how the accounts
p:lyablc procefls was organized. Ford's I'eengineerIng effort challenged and ultimately replaced the
rule wLth a new one: "We pay when we receive
thcgoods!'
Rcengineering requires looking at the fundamental processes of thc busincss from a cross-functional
perspective. Ford discovered that reengineering only the accounts payable department was futile. The
npproprinte fucus of the effort was what might be
called the goods acquisition
process, which included purchasing
and receiving as well as accounts payablc.
One way to ensure that recngineering has a crosshmctional perspective is to assemble a team that rep-

WORK

resents the functional units involved ill the I'lOn'<;<; !

hcin~ n:cngincered alHl :tli Ihl' IIllils Ih;lt dqwnd lIll '
it. The team must analyze :lIId SCllIl illizI! till: exi'it i I1g
process until it really understands what the process
is trying to accomplish. The point is not to learn what
happcns to form 73B in its peregrinations through the
company but to understand the purpose of having
form 73B in the first place. Rnthcr than 1(I(lkin~ fpr
opportunities to improve thc cuncnt process, the
ICllm /lhould determill[: whid, (If il<;<;Il'pr;f('nlly ndd
valuc and search for new ways til :lchieve Ihe re<;ull.
The reengineering team must keep asking Why;
and What if? Why do we need to get a manager'~ ~ignaturc on 0 requisition? Is it a cllnlrolmcch:ll1islll or
a decision point? What j( tlH: m;1I1;1~~er
reviews only
requisitions obove $500? What if he or she doesn't
sec them at all? Raising :lnd resol viIlg heretical questions can separate what is fqndalllcn lnl to the process
from what is superficial. The regiunal officcs (If ,lIl
East Coast insurance company had long produced ;I .
series of reports that they regularly scnt to the 110llll'
office. No one in the field rcnl izcd tha t thesc reports
were simply filed and never used. The process outlasted the circumstances that had created the need
for it. The reengineering study team should push to
discover situations like this .
In short, a reengineering effort strives for dralll:1tic levels of improvement. It must break away from
conventional wisdom and the constraints of or~anizational
boundaries and should be broad alHl
cross-functional in scope. It should use inform:1tioll
technology not to automate an existing process but
to enable a new one.

Principles of Reengineering
Creating new rules tailored to Ihe modern Cll vin Illment ultimately requires a ncw conceptllaliz;lti(lll of
the business process-which
comcs down to somcone having a grea t idea. TIllt recngi neeri ng need not he
haphazard. In fact, some of the principles that comp:!nics have already discovered while reenginccring
their business processes can help jump start the effort for others.
Organize around 0(/ tcollles. /lot Iask". Th is prj 1H.:ipIe says to have one person pcrform all the steps in a
process. Design that person's job aroul1ll an obicctin:
or outcome instead of a single task. The redesign at
Mutual Benefit Life, where individual case l11al1:1gcl"si
perform the entire application approv;ll process, is j
the quintessential examplc of this.
The redesign of an electronics company is another
example. It had separate organizations pcrforming
HARVARD

BUSINESS

ItEVIEW

luiyAlfC"q

1'."'0

.~

t:ach uj t ht: Ii ve tilepS bet wccn selling and insltllling

lhe equipmenl.
One group detem1ineu customer requirements,
another translated
those requirements
illtu intcrnal pllldlict codes, a third conveyed that illillflllatioll tu variOlw plants and warehouses, a fuurth
n:cci ved and assem bled the components,
and a fifth
ddivcn:d
and installed the equipment.
The process
was h,\H,~d 1111 the 1~I'nllllks"IlJd
notion of Hpccilllizcd
lahol and Ull tht: limiiatiulls
illherent in paper files,
The departments
each possessed
a specific set of
skills, nnd oilly olle department
at a time could do
ilS work.
The customer order moved systematically
from
step to step. !Jut this selluential
processing
caused
pmhlems. The people getting the information
from
thc customer in step one had to get all the data anylllle would nced throughout
the process, evcn if it
\\',lsn't needed until step five. In addition, the many
lJ;lndllffs were responsible
for numcrous
errors and
misunderstandings.
Fin;llIy, any questions abuut cuslOlller requiremcnts
th;1t ,lrose late in thc proccss had
10 he rdern:d
back to the people doing step one, resulting in delay and rework.
\\'h ..
'nlhe CUll1l'any reengineered, it eliminaled
the
,ISSel1lbly-line appm;lch.lt compressed responsibility
1m lhc various steps and assigned it to one person,
the "customer
service representative!'
That person
IlOW oversees the whole process - taking the order,
tlilnslaling il inln pmdllct codes, getting the compoI1L'I1tSasscmhkd,
and seeing the product delivered
and insl,d kd. The cllstumer service rep expedi tcs and
ClllH'dinates the pmccss, much like a general contral;tllr. And the CliSlUmer has just one contact, who alWil)'S knows the slatuti of the order.
lIl/I'e those who lise tile OlltPlIt of the process perlO1ll1 t he process, In an effort to capitalize
on the uendil:> of spcl:1,lliz;Ilioll and scaIe, many organizations
cst.lhlished
specialized
departments
to handle spcci,dized pl'Ocesses. Each department
docs only one
I ype of work and is a "customer"
of other gruups'
pwcesseti. Accllllnling
dues ,only accouilling.
If it
needs new pencils, it goes to the purchasing
dep.lrtment,
the group specially
equipped
with the
information
and expertise
to perform
that role.
Purchasing
finds vendurs, negotiates
price, places
the order, inspects the goods, and pays the invoiceand eventually
lhe accountants
get their pencils.
Tile process works laiter a f.lshion!, hut it's slow
alld bureaucratic.
Now tlwt computer-based
data and expertise are
IIHlrc rcadily availahle, departments,
units, and indi"i,luab can du IllIlIC fill lhcmselves.
Opportunities
l'\ist III rCL:ngillL:cr PHIl':L:::>ses
so that the individuals
\\ bu need the rcsul t of a process can do it themselves.
Fill eXilll1pk, by using expert systems
and data-

11i\1t\'1\IUl BUSINESS REVIEW

luly-All/(llSI1990

oases, departments
can make their own purclwseti
without sacrificing
the benefits of specialized
purchasers.
One manufacturer
has n;cngineereu
its
purchat;ing proce~~ along jll~t thcse Iilles. The company's uILl system, whereby the operatillg
dL:part:
ments submitted
reqlli~itiolls and leI purchasing dll
the rest, worked well for controlling
cxpcnsive and
illlPlll'lllllt
ilelllfl lilH: rnw IlISlI.:lillh 0111/1 ,;;tl'il;d
eljllipnH:llt.
Uut for inexpcnsive
alIt! 1I1Jllslralcgic
purchascs,
which constituted
SOlllC 35'i(, of lolal
urders, the system was slow and clIllli>elsOIllCj it was
not uncummon
for the cost uf tlll: pUlchasing process to exceed the cost of the gouds being purchased.
The new process compresses
the purchase of SUIldry items and pushes it on to t!lC customers
of thc
process. Using a database of approved vendors, an operating unit can direct! y place <Inorder wi th a vendor
and charge it on a bank credit card, At the end uf the
month, the bank gives the manufacturer
a tape of all
credit card transactions,
which tile CIJlIlp;lny lUllS
against its internaJ accounting system.
When an electronics
e1luipment
manufacturer
reengineered
its field service process, it pushed some

Must technicians make repairs?

Or can computers help
customers make their own?
-----------------~--,

_--

>~~-

-._

__

._~_.

__

.I
}

._--

of the steps of the process un to it~ CuslolllL:rs. The

mallufactttj"er's
fidd service had ken pbgucd by the
usual problems: technicians
were oftL:tl unable to uo
a particular
repair becausc the right part wasn't on
the van, response to customer
calls was slow, anu
sparc-parts inventory was excessive.
Now customers
make simple repairs themselves.
Spare parts are stored at each customer's
site and
man aged th ro ugh a e0l11 P 1Ite r i zed ill vc 11 to rym.lnagement
system. When .1 problem arises, the
customer caBs the manufacturer's
field-service hot
line and describes the symptoms
to a diagnostician,
who accesses a diagnosis support system. If the problem appears to be something
the customer can fix,
the diagnostician
tells the customer what part to replace and how to install it. The old part is picked up
and a new part left in its place at a J<lter lime. Only for
complex problems is a service technician dispatched
to the site, this time without having to make a stop at
the warehouse to pick up parts.
When the people closest to the process perform it,
there is little need for the overhe;ld associated with
nHlIlaging it. Interfaces and liaisons can be eliminated, as can the mechanisms
u:;eJ to coordinate
those who perform the process Wilh tho::.e who use it.

109

11
REENGINEERING
_

__

,_.

,__

f . '.....

~'i

'

'

"',

~:WhyDi~ We Design Inefficient

,:ifi,.!,;,~,~,;,\Processes?
i

~>\\\!'J~)\tf~~:{;~c,\

- ,

---

,r

i.~~~:,~it~1.

--

new

----

"

".

-;

,!

Many of our procedlires were

f~~R~ideslgl1ed~t'nlll'
they ju~t happened. :rhe comr~{~:pany
foubder one day recogmzed that he dIdn't have
~ttil~e~to handle,ll chore, so he delegated it to Smith.,
,~,.,~.";S,I,,,l,:llth
lml'fovll d. Time I'l\i'llled, tl,le bURltt0ll8 grew,
1;\i,lmd Smith hlted hls entire clan to help him cope
the wo~l< volume. They all improvised. Each
r~)',dllYbrought
challenges and special cases, and'
fI;!:thel~jtalf adjusted its work accordingly. The hodge~~;,fpodgeof sllccilll CIl9CS lind quick fIxes was passed
l;t/h~H1dh1 one gertetatlOll of workers to the next.
\
We have Institutionalized
the ad hoc iincl en.,)ltrined
the teinporary. Why do we send foreigrt ac~
~rcounts
to the corner desk? Because 20 years ago,
~t'Mary spoke .French and Mary had the comer desk.
~;:;'Thday Mary is long gone, Hnd we no longer do busi~Xl1ess in France, but we still send foreign accounts to'
~:Ale corner Jesk. Why docs an electronics company
" ,'spend $10 million a year to manage (l field inventory
, ,worth $20 million? Once upon It time, the lnvcn1,,1. tory was worth $200 million, and managing it cost
!;,"'$5 million. Sinee then, warehousing costs have es'\i\~cl1lllted, eomr101Hmts have become less expensive,
" ':~iahdbetter forecasting' techniques have minimized
'Jnits in invelHory., But the itlventory procedures,
4la~,art~ 'thes:tnle'aS always. ~~\,:>:'i 'i"; , ,(i, ,,:i
,
"Of the busincHs'processcS
that were designed,
'osttook their present forms in the 19505. The goal
th~nwas t6ch~ck'bverambjtiiJUs growth-"inuch as,'
~"~~,the'typewrltef keyboard ';";is designcd to slow typ~.'
'who would otherwise Jam the keys. It is, no
tt},~i.Ac,cidentthat orgl\tlizotlons stifle innovation and
e:l~ivity. Th,at:S:"I,pat they w~r~ desigriedltodp',,;t
~
;N~:i,tiyalLoi cilif'protesses onginat~d befdieth~ '),:')
o(ulodel:n,:computer,'ahd
comrllllrlidHbns:
:J
~p~ii10~0io/:
1'~~yArerepl~te with mechni~is.nl~ def~nl
; Igned ttl compelisate for "mformalion poverty!' AI- '1
r~:t11~,?gh
~!e." ar~ now.i?foifl1at~oniaIl~entrwe,still'
'i;~
~.,use those mechanIsms,
whlchare
'n~w,dee~ly~\;,'~
C:,.'embedded In automated systems.'
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Moreover, the problem of capacity planning

process performers is greatly reduced.

for the

Subsume information-processing
worl{ into the
real worh that produces the information. The previous two principles
SolY to compress
linear processes. This principle suggests moving work from
one person or department
to another. Why doesn't
an organizntioll
that produces information
also process it? In the past, people didn't have the time or
weren't trusted to do both. Most companies
estah-

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Iished units to do nothing hut collect :Ind process information

that othcr departmcnts
created. This :11'rangement
reflects the old rule ahout speci:llizcd
labor and the belief that peuple :1t lower organizntiona I levels are incapable of acting on information
they generate. An accounts rnynble depnrtment
collects information
from purclwsing and receiving :JI\d '
reconciles
it with data that thc vendor I'rovidt's.
Quality assurance gathers and analyzes illfornl<ltion
it gets (mill production.
'
Forti's redesigned accounts payable process emhodies the new rule. With the new system, receiving.
which produces the information
about t he goods received, processes this inforrl1ntion instend of !icnding
it to accounts payable. The new computer
system
can easily compare the delivery with the order :md
trigger the appropriate action.

Treat geogwphically
dispersed resollrces as
though they wem centralized. The conflict between
centralization
and decentmlization
is :1 classic one.
Decentralizing
a resourcc (whether
people, equipment, Of inventory) gives better service to those who
lise it, but at the cost of redulldnllcy, hllrcnllcrnC}~ nlld
missed economies
of scale. Compnnies
no longer
have to make such trade-offs. They can use tintabases, telecommunications
nct works, :lI1d standardized processing systems to get the benefits of scale
and coordination
while maintaining
the benefits of
flexibility and service.
At Hewlett-Packard,
for instance, each of the more
than 50 manufacturing
units had its own separate
purchasing department.
While this arrangement
provided excellent
responsiveness
and service to the
plants, it prevented H- P from realizing the bencfi ts of
its scale, particularly
with regard to quantity
discounts. H-P's solution is to maintain
the divisional
purchasing
organizations
and to introduce a corporate unit to coordinate
thelll. Each purchasing
unit
has acccss to a shared database on vendors and their
performance
and issues its own purchase orders. Corporate purchasing maintains this database and uses it
to negotiate
contracts
for the cnrpor;Hjon
and to
monitor the units. The payoffs have come in a J5(J'Y.,
improvement
in on-time deliverics, 50% reduction
in lead times, 75% reduction in fnilurc mtc!>, nnd n
significantly
lower cost of goods purchaRcd.

Link parallel activities instead of integrat ing their

results. H-P's decentralized
purchasing
operations
represent one kind of parallel processing
in which
separate units perform the same function. Another
common kind of parallel processing is when separate
units perform different activities that must eventually come together. Product development
typically
operates this way. In the development
of n photocopier, for example, indepelldent
units develop the

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various subsystems of the copier. One group works

the optics, il1llltlH:r on the mechanical paperhandling device, another on the power suppl~ and so
1I1l. llavillg people do devdolmlent
work simultallI.:ously saVeS time, but at the dreaded integration
anu testing phasc, the pieces often fail to work together. Then the costly redesign begins.
.
Or consider u blink that: sells different kinds of

development cycle by more than 50% by implementing this principle.

Put tbe decision point where the worl< is per/oril1ed, and uuild control illLu the process. In most
organizations, those who do the work arc tlistinguished from those who monitor the work and make
decisions about it. The tacit assumption is that the
people l1ctunlly doing the work hllve nci tfler t!ae Iime

creLlit -loans, letters of creLlit, asset-based financing-

nor the inclination to monitor and control it anJ that

through separate' units. Thesc groups may have no

way of knowing whether another group has already

they lack the knowledge and scope to make decisions

about it. The entire hierarchical management structure is built on this assumption. Accoulltants, auditors, and supervisors check, record, and munitor
work. Managers handle any exceptions.
The new principle suggests that the people who do
the work should make the decisions and thanhe process itself can have built-in controls. Pyramidal management layers can therefore be compressed and the
organization flattened.
Information technology can capture and process
data, and expert systems can to some extent supply knowledge, enabling people to make their own
decisions. As the doers become self-managing and
self-controlling, hierarchy-and
the sl~)wness and
bure.lucracy associated with it-disappears.
When Mutual Benefit Life reengineered the insurance application process, it not only compressed the
lincar sequence but also eliminated the need for lay-

1111

Coordinate parallel
functions during
1he process - not after

it'scompleted.
I:xtcndcd credit to a particular customer. Each unit
could extend the full $10 million credit limit.
The new principle says to forge links between paralkl functions and to coordinate them while their
;Il.:livilics MC in process mlher than after they are
complelcd. Communications networks, shared datah;lses, and teleconferencing can bring the independl:nl groups together so that coordination is ongoing.
l )nc large electronics
company has cut its product

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cr~iof manngcrs. These two kilHls of compressionvertical and horizontal-oftcn

go togcther; the very
fact that a worker sees only one piece of the process
calls for a managcr with a broader vision. The case
nHUl:'gcrs at M I\L provide end-to-emt m:\ll:lgemen,t of
tIlt: proCl'SS, reducing the nccd for tnIl1itiollalm:lllagers. The managerial role is changing from one of
controller and supervisor to one of supporter and
fndlilntor.

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Thill

last rule is simple. When information was difficult to

transmit, it made sense to collect information repeatedly. E:lch person, departmcnt, or unit had its own requirements ill1dforms. Companies simply had to live
with the associated delays, entry errors, and costly
overhead. But why do we have to Iivc with those
problems now? 11Jllaywhen we collect a piece of information, we can store it in an on-line database for
all who need it. Bar coding, relational databascs, and
electronic data interchange IEDl) make iteasy to collect, store, alltl transmit information. Onc insurnnce
company found that its application review process
required that certain items be entered into "stovepipe" computer systems supporting different functions as many as five times. By integrating and
connecting thcse :,ystcms, the company was able to
eliminate this redundant data entry along with the
attendant checking functions ami inevitable errors.

II.

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Think Big

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Reengincering triggers changes of many kinds, not

just of the business process itself. Job designs, organi.
zational structures, management systems-anything
associated with the process-must
be refashioned in
nn illtegnttcd way. In other words, reengineering is a
tremendous effort that mandates change in many
areas of the organization.
When Ford reengineered its payables, receiving
clerks on the dock had to learn to use computer terminals to check shipments, and they had to make
decisions about whether to accept the goods. Purcll:lsing agents also had to assume new responsibili tics .-li ke lila king sure the purchase orders they
entered into the database had the correct information about where to send the check. Attitudes tal ward vcndors also had to c1ul11ge:vendors could no
longer be seen as :\dversariesl they had to become
partners in a shared business process. Vendors too
had to adjust. In many cases, invoices formed the
basis of their accounting systems. At least one Ford

supplier adapted by continuing to prill! invoict:s,

hut inste:lll of sending thcm tIl Ford threw thclll
aWilY,reconciling cash received ngainst illvoin:s
never sent.
The changes at Mutuaillcildit
Life were also wilkspread. The company's jo\J-rntilll', scheillc could not
accommodate the C:lse Illall:ll',n l'0sition, whicll had
a lot of responsibility butn\! di,eet n:ports. MBL had
to devise new job-rating schemes ~1l1dcompensatioll
Jloliciel'l.llnlno Ililt! ttl dl'VI'IIII':1 /'1111111(' ill which penpIe doing work arc perceived ;1<; Illme illllHIII:1I1tthall
those supervising work. Cilrcer paths, recruitllll:nt
and training programs, promotion policies- these
llmlmany other m:\Ilagcmcnt systems nrc heing revised to support the new process design.
The extent of these ch:mgcs suggests olle factor
that is nccessary for recngineering to succeed: executive lcadership with real vision. No one in an organization wants recngineering.
It is confusing :lI1d
dismptivc :lnd affects everything people have grown
accustomed to. Only if top-level managers back the
effort and outlast the company cynics will people
take reengincering seriously. I\s one wag at an electronics equipment manufacturer has commented,
"Every few months, our senior m:lI1agcrs find a ncw
religion. One time it waS quality, allother it was customer service, another it waS fJ:1ttenjJ1~the organization. We just hold our brcilth until they get over it :lnd
things get back to norma!." Comm it men t, consistency - maybe even a touch of f:\I1ilticism ...arc needed to enlist those who would prefer the status quo.
Considering the inertia of old processes ami structures, the strain of implementing a recngincering
plan can hardly hc ovcreslimnted. But hy the 'lame token, it is hnrd to ovcrestimate the opportunities, especially for established companies. Big, traditiollal
organizations aren't necessari Iy dinosaurs doomed to
extinction, but they nrc hurdened with hycrs of unproducti ve overhead :1I1dnrtll il''' of lInpmd uet iVl:
workers. Shedding them a layer at a time will not be
good enough to stand up against sleek startups or
streamlined Japanese comp:lIlies. U.S. companies
need fast change and dramatic improvements.
We have the tools to do wll:lt we need to do. Information technology offers many options for reorganizing work. But ou r ilTl:lgin:lliollS must guide our
decisions about tcchnology -..not the other way
around. We must have the boldness to imagine taking 78 days out of an 80-day turnaround timc, cuttillg
750;', of overhead, :lnd clill1in;lling gO% of l'rrors,
These are not unrealistic goals. If m:lnagcrs have the
~~i~n, ree~~gineerin~ w_~~E~~).v~~t:~:.~~y:_..
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1,,1'I-/\<IJ'.u<! 1'190