There is no shortage of methods and techniques in the field of process improvement. On closer inspection, however, it turns out that these often emphasize project management or

change management issues. While important in their own right, the heart of the matter is this: what should be done differently in a process to make it perform better? Over the

past 10 years, a number of redesign heuristics has been collected, tested, and refined that exactly target this issue. In this talk, an overview of these simple yet powerful

improvement patterns will be provided. Each of these target a change to a particular aspect of a business process, which may help to boost its overall performance. Attention will

be paid to the origins of these patterns, their validation, the way to apply these in practice, and ongoing research activities to extend their reach.

Hajo Reijers is a full professor in Information Systems at Eindhoven University of Technology (TU/e), as well as the head of Business Process Management (BPM) research at

Perceptive Software. He received a Ph.D. in Computer Science (2002), an M.Sc. in Computer Science (1994), and an M.Sc. in Technology and Society (1994), all from TU/e. Hajo wrote

his Ph.D. thesis on the topic of BPM for the service industry while he was a manager with Deloitte. As a consultant, he has been involved in various reengineering projects and

workflow system implementations, particularly for governmental agencies and organizations offering financial services. By now, he published over 150 scientific papers, chapters in

edited books, and articles in professional journals.