Decision-making approach of objectives of business process reengineering

Quality function deployment utilizes the House of Quality (HoQ) to translate the customer requirements into the product design and manufacturing requirements. The modified house of quality is presented for the decision-making of reengineering objectives. Based on the modified house of quality, the chance-constrained programming model is developed to determine the optimal striving targets by stochastic simulation and genetic algorithm, and the 0-1 integer programming model is derived for the decision-making of reengineering objectives. The decision-making model deals with two aspects, i.e., satisfying the external customer requirements and settling the internal problems and contradictions in an integrative way. That means to select the following reengineering objectives: 1. catering for the customer requirements; 2. maximizing the realization possibilities of striving targets; 3. closely related to the settlement of other reengineering objectives; 4. reflecting the voices of leaders in various departments; 5. easily to be realized; 6. financially feasible. Finally, the case study demonstrates the application of the systematic decision-making methodology.