Business Process Management

This document provides an in-depth analysis of business process management, focusing on advanced BPMN and the BPM lifecycle. It discusses various scenarios and tasks related to BPM, as well as issues faced by the current system and proposed solutions. The document also includes a bibliography for further reading.

Running head: BUSINESS PROCESS MANAGEMENT
Business Process Management
Name of the Student:
Name of the University:
Author Note

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BUSINESS PROCESS MANAGEMENT
Table of Contents
Part B..........................................................................................................................................2
Advanced BPMN/BPM Lifecycle..........................................................................................2
Scenario 4.A...............................................................................................................................2
Task 4.A.1..........................................................................................................................2
Task 4.A.2..........................................................................................................................2
Task 4.A.3..........................................................................................................................3
Task 4.A.4..........................................................................................................................4
Task 4.A.5..........................................................................................................................4
Task 4.A.6..........................................................................................................................5
Task 4.A.7..........................................................................................................................8
Scenario 4.B...........................................................................................................................8
Task 4.B.1..........................................................................................................................8
Task 4.B.2..........................................................................................................................9
Task 4.B.2..........................................................................................................................9
Task 4.B.3........................................................................................................................11
Bibliography.............................................................................................................................13
Part B
Advanced BPMN/BPM Lifecycle
Scenario 4.A

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Task 4.A.1
Task 4.A.2
Value Added Business Value Added Non-Value Added
 Send resolution
 Write resolution
 Reply to client
 Estimation
 Pick up request
 Searching and
solving
 Solution for request
 Client review
acknowledgement
 Call Request
 Send to client
 Forwarded to level 2
staff
 Check Solution
 Waiting for request
 Prioritize request
 View Request

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Task 4.A.3
Total time of Value-added processes:
Call Request – 5 minutes
Revert to client – 5 Minutes
Searching and solving – 2 hours – 120 minutes
Write resolution – 20 minutes
Check Solution – 20 hours – 1200 minutes
Send resolution – 20 minutes
Solution for request - 10 minutes
Estimation – 20 minutes
Pick up request – 20 hours – 1200 minutes
Client review acknowledgement – 10 minutes
Total time of value-added process: 2610 minutes
Lead Time of the Process:
Forwarded to level 2 staff - 2 minutes
Waiting for request – 2 hours – 120 minutes
Prioritize request – 5 minutes
Call Request – 5 minutes
Revert to client – 5 Minutes
Searching and solving – 2 hours – 120 minutes

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Write resolution – 20 minutes
Check Solution – 20 hours – 1200 minutes
Send resolution – 20 minutes
Solution for request - 10 minutes
Estimation – 20 minutes
Pick up request – 20 hours – 1200 minutes
Client review acknowledgement – 10 minutes
Send to client – 20 hours – 1200 minutes
View Request – 1 hour – 60 minutes
Lead time of the process: 3997 minutes
Therefore, the efficiency of the system is 2610/3997 * 100 = 65.29 %
Task 4.A.4
Total seconds in a minute – 60
Total seconds in an hour – 60*60
Total seconds in a day – 60*60*24
Average request per day – 50
Request at any moment of time – 50/ (60*60*24) = 0.0005787
Task 4.A.5
The issues faced by the current system is mentioned in the following section.

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 Client Feedback Process: The process of client feedback is very much inefficient in
this case. First the client receives the solution then depending on the received solution
the client provides the feedback. A detailed scrutiny is done here which is very much
time consuming. With this another aspect in this case is that if the client provides a
redo feedback for the whole process then more time is consumed and for this the
processes of the business become very much inefficient.
 Waiting for Process Completion: For the current system there is a large waiting
time for the completion of the processes. As there is a large waiting time a delay
occurs for providing the appropriate solution to customers. As the solution got
delayed the performance of the organization decreased.
 Request Prioritization: Prioritization of the requests is an important factor in this
case which is done manually in this case. Evaluation of the requests are also done
through the manual process. For the manual process vast amount of time is required
for reaching to the conclusive decision. As more time is required in this case overall
efficiently of the business got decreased in this case and the business got hampered
due to this factor. All the processes goes into a queue and every processes goes into a
waiting stage such that it is waiting completion of the previous process.
In the above scenario various of inaccurate procedures regarding the business has been
assessed. Due to this reason some changes need to be done within the system so that overall
system can take some benefit from it. The changes which are crucial for the system is
discussed in the following section.
 Online Feedback System: Online feedback is suggested in this case which need to be
implemented saving the time of the organization. Online feedback provide the service
of direct feedback to the staffs who are currently assigned for it. As important time of
the organization is saved in this case efficiency of the business will be increased.

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 Auto Allocation Procedure: The process of auto allocation is another procedure
which can be utilised in this case for saving important time for the organization. The
current allocation process of the organization is not efficient as the auto allocation
procedure. For this reason the auto allocation procedure is selected.
 Details of Requests: The requests made by the customers and the solutions of those
requests are presented within the system but accessing all of these information
efficiently is a big factor as this can save some important time for the organization. In
this case a centralised type of database can be utilised as through this information can
be easily accessed by each of the staffs of the organization easily and storing the
information to database is also very much easy. Each of the requests can be forwarded
to the staffs easily to the database which will save time for the organization.
Task 4.A.6
Id of
Issue
Name of Issue Description Probabilit
y
Impact
1 Delay for
Feedback
Customers are providing delayed
feedback and for that
organizational processes are
hampering.
High High
2 Analysis of
Situation
Situational analysis is done by
staffs at level 2 and the whole
process takes high amount of
time.
High High
3 Request
Forwarding
Level 1 staff forward the request
to the level 2 staff which
High High

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consumes unnecessary time.
4 Notifications Manual notification is used for all
the processes which is inefficient
in this case.
Medium Medium
5 Waiting time for
Requests
Request processing makes the
staffs waiting and for that
unnecessary time consumed.
Medium Medium
6 Problem with
Research
Manual research process is
leading to inefficient type of
research.
Medium Low
Task 4.A.7

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Scenario 4.B
Task 4.B.1
Task 4.B.2
Task 4.B.3
a. Issue register

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Id of
Issue
Name of Issue Description Probability Impact
1 Call Verification
Process
Connection interrupted by the
system.
High High
2 Communication
Issues
Due to the problems in
communication problems occurs
within the business procedures.
High High
3 Payment Issues For the inefficient business
process the payment to the Glass
Repairing shop is overdue.
High High
4 Policy Change Relevant changes in policy can
make the business more
effective.
Medium High
5 Policy Fraud Proper policy can be claimed by
the customers if any fraud
happens.
Medium Medium
b. Fishbone diagram

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c. Causes
Task 4.B.4
a. Online solution must be utilised in this case to improve the current system. Process of
claim need to be implemented for the system and it will improve the efficiency of the
business and the system. Frauds can be also reduced through the implementation of
online system.
b. To-be model

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Bibliography
Jansen-Vullers, M., & Netjes, M. (2006, October). Business process simulation–a tool
survey. In Workshop and Tutorial on Practical Use of Coloured Petri Nets and the
CPN Tools, Aarhus, Denmark (Vol. 38).
Pradabwong, J., Braziotis, C., Tannock, J. D., & Pawar, K. S. (2017). Business process
management and supply chain collaboration: effects on performance and
competitiveness. Supply Chain Management: An International Journal, 22(2), 107-
121.
Vanderfeesten, I., Cardoso, J., Mendling, J., Reijers, H. A., & van der Aalst, W. M. (2007).
Quality metrics for business process models. BPM and Workflow handbook, 144,
179-190.
Vom Brocke, J., Schmiedel, T., Recker, J., Trkman, P., Mertens, W., & Viaene, S. (2014).
Ten principles of good business process management. Business process management
journal, 20(4), 530-548.