Business Process Management

This document provides an in-depth analysis of business process management, focusing on advanced BPMN/BPM lifecycle. It discusses various scenarios and tasks related to BPM, including value-added processes, constraints faced by organizations, and suggested changes for improvement.

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..........................................................................................................................5
Task 4.A.5..........................................................................................................................5
Task 4.A.6..........................................................................................................................6
Task 4.A.7..........................................................................................................................8
Scenario 4.B...........................................................................................................................9
Task 4.B.1..........................................................................................................................9
Task 4.B.2..........................................................................................................................9
Task 4.B.3..........................................................................................................................9
Task 4.B.4........................................................................................................................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
 Solution for request
 Reply to client
 Call Request
 Pick up request
 Searching and
solving
 Estimation
 Send resolution
 Client review
acknowledgement
 Check Solution
 Prioritize request
 Send to client
 Forwarded to level 2
staff
 Waiting for request
 View Request

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

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Reply to client – 5 Minutes
Send resolution – 20 minutes
Estimation – 20 minutes
Prioritize request – 5 minutes
Write resolution – 20 minutes
Pick up request – 20 hours – 1200 minutes
Waiting for request – 2 hours – 120 minutes
Check Solution – 20 hours – 1200 minutes
Client review acknowledgement – 10 minutes
View Request – 1 hour – 60 minutes
Forwarded to level 2 staff - 2 minutes
Lead time of the process: 3997 minutes
Therefore, the efficiency of the system is 2610/3997 * 100 = 65.29 %
Task 4.A.4

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Task 4.A.5
Several of important constraints are currently faced by the organization and in the
following section these are discussed.
 Assign and Evaluation: In the current situation, manual process is utilised for
request prioritization and the evaluation process. Due to ineffectiveness of the manual
process, reaching to the conclusive statement is taking more time than the usual for
this increased time efficiency of the business is decreasing. Business procedures of
the organizations is hampering due to this reasons and most of the processes in this
case are going in a queue such that next process is waiting for completion of the
previous process.
 Client Feedback Process: Current system receives feedback from the clients after the
client receives the solution. In this case, this feedback process takes a large amount of
time as customers take quite long to send the feedback as per the received solution.
With that in such cases, where a redo feedback is received from the end of the client
the efficiency of the business is hampered.
 Request Waiting: In the current context the requests of the staffs takes a long time
for processing. For this reason, there is an overall delay which got directly reflected to
the customer’s end where the customer receives the solution late. Organizational
processes got delayed and hampered due to this factor.
Some crucial changes must be introduced to the current operating system so that the
organization can benefit from it. In the next section these changes are discussed.
 Detailed Requests: In this aspect, the organization must change to centralised type of
server for storing and fetching data within organization very easily. This will be
helpful for the organization employees for instant forward of the request.

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 Online Feedback System: Online feedback system is suggested in this case for the
change purpose, which will directly provide the feedback to the staffs of the
organization who are currently handling the feedback section. Some crucial time can
be saved in this case due to which business can become more effective.
 Request Auto Allocation: Here the requests can be allocated automatically saving
some important time for the organization. The present system of allocation is quite
ineffective and takes a high amount of time. Due to this factor automation type of
allocation need to be implemented.
Task 4.A.6
Id of
Issue
Name of Issue Description Probabilit
y
Impact
1 Feedback
associated Delay
In most of the cases the clients
are providing delayed feedback
report and for that the overall
process of the organization is
getting delayed.
High High
2 Situation
Analysis
The main situational analysis is
currently done by the level 2
staffs. This process takes a quite
long time and for that
organization is hampered.
High High
3 Request
Forwarding
The requests generated by the
customers are forwarded to the
level 2 staffs by the level 1 staffs
High High

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which is overall a time
consuming process.
4 Notification Manual notification system has
been implemented within the
system due to which many
problems are currently raising
within the organization.
Medium Medium
5 Requests are
Waiting
A long time is taken for the
request processing procedure and
for that there is a long waiting
time.
Medium Medium
6 Problem in
Research
Due to the manual type of process
ineffective research results are
coming out.
Medium Low

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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
Issue Name Description Probability Impact
1 Verifying Calls Call connection terminated by
the system.
High High
2 Communication
related Issues
Issues within the communication
system creates an overall
problem for the business
procedures of the organization.
High High
3 Payment related
Issues
There is a payment issue with
the glass repairing shop as the
payment to them is overdue and
this is because of ineffective
business system.
High High
4 Changes in
Policy
Polices can be changed
accordingly for making an
ineffective business procedures
more effective.
Medium High
5 Policy related
Fraud
Customers are able to protect
themselves by following
appropriate policy for frauds
within the system.
Medium Medium
b. Fishbone diagram

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c. Causes
Task 4.B.4
a. Online solutions are the most effective way for improving the system of an
organization. The process of claim can be utilised within the system, which is capable
of improving the efficiency of the business and the efficiency of the overall system.

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The environment of online system can reduce the fraud within the system. Glass
repairing company’s financial aspects will be also hampered in this case.
b. To-be model

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Bibliography
Rosemann, M., & Brocke, J. V. (2015). Handbook on Business Process Management 2:
Strategic Alignment, Governance, People and Culture. Springer.
Zur Muehlen, M., & Shapiro, R. (2015). Business process analytics. In Handbook on
Business Process Management 2 (pp. 243-263). Springer, Berlin, Heidelberg.