Process ReengineeringReengineering is the fundamental rethinking and radical redesign of processes to improve performance dramatically in terms of cost, quality, service, and speed. Process reengineering is about reinvention rather than incremental improvement. It is strong medicine and not always needed or successful. Pain, in the form of layoffs and large cash outflows for investments in information technology, almost always accompanies massive change. However, reengineering processes can have big payoffs. Table 2.2 lists the key elements of the overall approach.Reengineering has led to many successes and will continue to do so. However, it is not simple or easily done, nor is it appropriate for all processes or all organizations. The best understanding of a process, and how to improve it, often lies with the people who perform the work each day, not with crossfunctional teams or top management.