Business Process Management

This document provides an overview of Business Process Management (BPM) and discusses advanced BPMN/BPM Lifecycle. It includes scenarios, tasks, and analysis of process efficiency. The document also identifies constraints and suggests improvements for the organization. Bibliography is included 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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BUSINESS PROCESS MANAGEMENT
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 organization is facing some important constrains which are discussed below.

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 Evaluation and Assign: Organization is using manual ways for evaluation and
assign. For the manual process, concluding process is becoming time consuming and
efficiency of the business is decreasing. Every process is going into a queue in the
sense that one is waiting for completion of another.
 Feedback of Client: To provide the feedback client need some specific amount of
time. The existing process of feedback within the organization takes high amount of
time. In such of the cases redo feedback for some particular solution takes more time
and in overall case due to that business efficiency is decreased.
 Request for Waiting: The organizational process need a large amount of time to
complete and for that staffs need to wait for a long time and for that organizational
performance is decreasing.
For the above identified factors some alternation is needed within the organization which
are discussed below.
 Auto Allocation Process: The current process of allocation need to be altered with
the auto allocation process as the current allocation system is not capable of handling
the organization processes properly.
 System for Feedback: Direct feedback need to be provided to the employees of the
organization so that important time of the organization can be saved.
 Detailed type of Request: For the processing of requests a centralised type of
database need to be implemented in this case. The main advantage of this type of
database is that data can easily fetched and stored.
Task 4.A.6
Id of
Issue
Issue Description Probabilit
y
Impact

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1 Feedback Delay Delayed feedback received from
the client and organizational
process hampered.
High High
2 Situational
Scrutiny
Level 2 staffs taking lot of time to
scrutinise the situation.
High High
3 Request Sending A delay is there in request
sending from level 1 to level 2
staff.
High High
4 Notification Organization is facing issues due
to utilization of manual
notification process.
Medium Medium
5 Waiting for
Requests
Request processing is taking huge
amount of time.
Medium Medium
6 Problem in
Research
Research process is manual and
for that inefficient result is
occurring.
Medium Low

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Task 4.A.7
Scenario 4.B
Task 4.B.1

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Task 4.B.2
Task 4.B.3
a. Issue register
Id of
Issue
Issue Description Probability Impact
1 Call Verification
Backlog
System closes call connection. High High
2 Communication
Problem
Communication issues troubled
business process.
High High
3 Payment
Disputes
Payment to the Glass Repairing
Shop is overdue for improper
business process.
High High
4 Policy
Modification
Modification in policy is
important for efficient process of
business.
Medium High
5 Policy Scam Policy can be applied by the
customers for fraud case.
Medium Medium

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BUSINESS PROCESS MANAGEMENT
b. Fishbone diagram
c. Causes
Task 4.B.4
a. To improve the system online solution can be implemented. To improve the business
efficiency claiming process can be utilised. Online system can also reduce the frauds.

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b. To-be model

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Bibliography
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.
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.