Business Process Management

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

1BUSINESS PROCESS MANAGEMENT
Table of Contents
Part B...............................................................................................................................................2
4. Advanced BPMN/BPM Lifecycle...............................................................................................2
4.A Helpdesk Scenario:...............................................................................................................2
4.A.1 AS-IS BPMN Model:.....................................................................................................2
4.B ABC Insurance Scenario:......................................................................................................5
4.B.1 Value Chain Diagram:...................................................................................................5
4.B.2 AS-IS Model:.................................................................................................................6
4.B.3 Pain Points:....................................................................................................................6
4.B.4 To-Be Model:.................................................................................................................8
Bibliography:.................................................................................................................................10

2BUSINESS PROCESS MANAGEMENT
Part B
4. Advanced BPMN/BPM Lifecycle
4.A Helpdesk Scenario:
4.A.1 AS-IS BPMN Model:
Figure 1: BPMN AS-IS Diagram for IT helpdesk
(Source: Created by Author)
VA BVA NVA
Make Request registering a new request Requests waiting for a Level-
1 staff to check them
Level-2 staff evaluate a Checking if a new request is communicate the resolution

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new request “known” to the client
research and resolve a
request
Level-2 prioritize a request New requests spend waiting
for a Level-2 staff
write the resolution to a
request
Wait for picked-up by a
Level-2 staff member
send to the client a problem
resolution
Wait for level-1 staff fetch
resolution from the job
tracking system
e-mail the test results to the
Level-1 staff
wait for resolution is tested
by the client
Level-1 to forward the
request to the Level-2 staff
Cycle time efficiency: (3.27/47.52)% = 6.89%
1.98 days is considered as the cycle time of the process. The organization receives fifty
requests per day. Therefore, the WIP or Work In Progress is WIP = λ*CT: 50*1.98 = 99.
Therefore the active number of requests at any given time is 99.
If load calculation is done then level 1 staff is under unnecessary working load. If the
level staff can be omitted from the communication between level 2 staff and customer then
processes will be faster. The changes that can be suggested for IT Helpdesk are implementation
of a remotely accessed technology, a request submission section in a website, resolution
submission and other communication through that website.