This document discusses the advanced BPMN/BPM lifecycle, focusing on process classification, cycle time calculation, WIP analysis, and recommendations for improvement. It includes diagrams, tables, and a register of issues. The document also provides a To-Be model for scenario 4B. Recommended for students studying business process management.
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4) Advanced BPMN/BPM Lifecycle Scenario 4.A PART B Task 4A.1 Diagram1below illustrating “as is" process of Scenario 4.A.
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Task 4A.2) Table1below illustrating how activities are classified in scenario 4.1 A. StepPerformerClassification Submit and register new request ClientBVA Waiting RequestLevel1NVA Check new request knownLevel 1BVA New request and re- submitting ClientNVA Communicate resolutionLevel 1BVA Check new request not known Level 1VA Forward to level 2Level 1NVA New request Wait for evaluation Level 2NVA EvaluationLevel 2VA Prioritize requestLevel 2VA Pick-upLevel 2NVA Research and resolutionLevel 2VA Writes ResolutionLevel 2BVA Fetch resolutionLevel 1NVA
Send problem resolutionLevel 1NVA Test resolution out comeclientBVA Email test resultclientNVA ResolvedClientBVA unresolvedClientVA Forward unresolvedLevel 1NVA PrioritizedLevel 2VA Task 4A.3). Cycle time =waiting time Processing time. =60+120+1200+1200+20+1200+10+2+5+2+5+20+5+120+20+0.4 Cycle time =3812+177.4. CT=3989.4 TCT=177.4 Cycle Time (CT)= 177.4/3989.4 =4.4% Task 4A.4). WIP= Arrival rate is 50 per day =50/25*60=125 =125 CT=3812 WIP =125*3812 =498675 minutes Theoretical Cycle Time (TCT) Cycle Time (CT)
Task 4A.5). Level 1 staff are not experienced and from as is diagram they forward all technical work they cannot handle to level 2. The time for processing a request is long. Resource are underutilized because some employees cannot work on orders because they are inexperienced. Proposal. Reduce on number of level 1 workers and employ more level 2. Train level 1 workers and equip them with some skills. Task 4A.6).Table2below illustratesregister of issues. NameexplanationAssumptionsQualitative impact Quantitative Impact Cannot handle a resolution Level 1 lacks required skill Help desk require few about 5 level 1 workers per day. In 20% of requests ,are not resolved because of experience of level 1 workers cannot work on it.On average 5 level 1 can be on job per day 5 *0.2*5=5per day Resolution not complete Level cannot complete all Train level 1 so as they can Level 2 gets a lot of requests
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resolution due to inexperience so they have to forward to level 2 handle technical tasks Processing time of request takes a lot of time. Some of tasks are put on hold or on waiting list Request should be handled immediately when they arrives Request should take few minutes to be processed. Request pending to be resolved Level 1 does not know how to resolve requests 20 request pending daily to be resolved 20 In experience of level 1 staff Most technical work not solved Reduce on number of level on staff No technical work is handle by level 1 Wrong condition of request Level lies to client about condition of request. Reduce on number of level 1 staff by 99% of total employees 1000 99/100*1000=9 90 1000-990=10 Task 4A.7)
Diagram2below illustrates To-Be process 4.A Scenario 4.B. Task 4.B.1:
Diagram3below illustrates Value Chain diagram. Task 4.B.2:
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Diagram4below illustrates AS-IS process 4B. Task 4.B.3a: a)Table3below showing register of issues.
NameexplanationAssumptionsQualitative impact Quantitative Impact Invalid claimClaims are not paid Payment of claims should be done in time No repair of glass windshield if payment not made Not insuredClient is not insured Clients should have a cover for vehicle to be repaired No repair made on vehicle windshield windshield repair not made No coverage for repairing windshield Insurance of windshield should be done No repair made on vehicle windshield Deny claimClaim is invalid no payment for it Checking status of claim should be done earlier and paid in time No repair done Delay repairingDelay due to phone call communication with insurance Insurance or agent phone should be available in case repair shop need to communicate with them Delays repairing and make repair shop to loose clients to other repair shops
Task 4.B.3b:. Figure1Diagram below shows Fishbone diagram of process Task 4.B.3c identify impacts.
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According to Dumas, Rosa, Mendling and Reijers stated that the impacts of issues can be derived from register of isues. Delaying repairing of windshield due to phone not going through No repairing of windshield due to no payment of claim. . Task 4.B.4 B To-Be Model. a.Time. There should be time to waste on phone calls. Repair shop can call direct a client to confirm insurance. b.Cost .all repair done when client has no claim should be paid to Repair shop c.Figure2Diagram below shows To-Be process diagram of scenario 4B.
References. Dumas, M, Rosa, M, Mendling, J and Reijers, A, H. (2016).Fundamentals of Business Process Management(3rdEd).New York, springer.