Business Process Management

Running head: BUSINESS PROCESS MANAGEMENT
Business Process Management
Name of the Student
Name of the University
Author’s note:

BUSINESS PROCESS MANAGEMENT1
Table of Contents
Part B...............................................................................................................................................2
4. Advanced BPMN/BPM Lifecycle...............................................................................................2
4.A Helpdesk Scenario:...............................................................................................................2
4.A.1........................................................................................................................................2
4.A.2........................................................................................................................................2
4.A.3............................................................................................................................................3
4.B ABC Insurance Scenario:......................................................................................................6
4.B.1:........................................................................................................................................6
4.B.2:........................................................................................................................................7
4.B.3:........................................................................................................................................8
4.B.4:......................................................................................................................................10
Bibliography:.................................................................................................................................11

BUSINESS PROCESS MANAGEMENT2
Part B
4. Advanced BPMN/BPM Lifecycle
4.A Helpdesk Scenario:
4.A.1
Figure 1: Business Process Diagram AS-IS
(Source: Created by Author)
4.A.2
VA BVA NVA
Make and Register New
Request
Share with Client Requests waiting for a Level-
1 staff to check them
Check if resolution known Evaluate client mail communicate the resolution

BUSINESS PROCESS MANAGEMENT3
to the client
Communicate the
resolution
Forward Request New requests spend waiting
for a Level-2 staff
Evaluate Request Wait for picked-up by a
Level-2 staff member
Prioritize Request Wait for level-1 staff fetch
resolution from the job
tracking system
Research and Resolve
Request
wait for resolution is tested
by the client
Write Resolution
Level-1 to forward the
request to the Level-2 staff
4.A.3
Theoretical cycle time is only processing time of application
Cycle time is waiting time and processing time
Formula for cycle time efficiency = Theoretical Cycle Time (TCT) / Cycle Time (CT) =
5+10+(5*0.2)+(0.8*(20+5+120+20))+((0.2*2)+((20+5+120+20)*(1-0.2))) /
5+60+10+(5*0.2)+(0.8*(20+120+5+120+1200+20+1200+20))+(1200+10+60+(0.2*2)+
((20+120+5+120+1200+20+1200+20)/(1-0.2))) =4.94%