Business Process Redesign

Research Paper: Business Process Redesign

If you have you been involved with a company doing a redesign of business
processes, discuss what went right during the redesign and what went wrong from your
perspective. Additionally, provide a discussion on what could have been done better to
minimize the risk of failure. If you have not yet been involved with a business process
redesign, research a company that has recently completed one and discuss what went
wrong, what went right, and how the company could have done a better job minimizing
the risk of failure.

Business Process Redesign


Business process design became popular and essential in the 90s mostly to adjust to ever-changing technology that was discovered to enhance the performance of businesses across all sectors. Redesigning business processes is the complete overhaul or restructuring of business’s principal business processes in order to improve its efficiency. Performance improvement is generally evaluated in terms of profitability metrics, which comprise quality goods and services and services, return on investment and reduction of costs in the business operation. The process of business redesign, in turn is the process of reviewing the company’s existing structure and then reworking it to improve efficiency and increase profits (Attaran 2004). This article takes a deep review of T-Mobile’s overhaul of its business processes over the last few years. The paper focuses on the issues that went wrong as well as what went well in the process of revamp. The paper also provides suggestions regarding how to do better to lessen the possibility of failing.

Company Background and Processes and Processes Redesign

The company in question includes T- Mobile U.S., Inc. which is an American telecom company which is a part of the German Deutsche Telekom AG company. It was once called the most unreliable service provider in the United States in terms of access and service. However, its performance dramatically improved following an overhaul of its business processes that began in the year 2015. The company was awarded J.D. Power Awards for two consecutive years for its outstanding scores for customer satisfaction. The complete redesign was completed in the early part of 2019.

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