Business Process Management

This document discusses the concept of Business Process Management (BPM) and its importance in improving efficiency and productivity. It includes case studies and models related to BPM in various scenarios. The document also provides suggestions for process improvement and highlights the benefits of implementing BPM. Find study material, solved assignments, and essays on BPM at Desklib.

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.

4BUSINESS PROCESS MANAGEMENT
Issue Management Log
Process
Name
Client Request
Evaluation
Process
Owner IT Help Desk
id Status
Issue
Description Owner Impact
Priorit
y
1 Open The level 1
staff have to
communicate
through level 1
staff
Level 2
Staff
More than
10 times of
time
required
Critica
l
2 Open Customer take
20 hours to
provide
feedback
Client Delay in
overall
solution
delivery
High
3 Open IT Help desk
does not store
resolution
Level 1
Staff
Investing
time in
delivering
resolution
that has
been done
in past
Mediu
m
4 Open Level 1 staff
cannot share
accurate status
of request
progress
Level 1
Staff
Result in
customer
dissatisfacti
on
Mediu
m
5 Open Inefficient job
tracking system
IT
Helpdesk
Inefficient
technical
support
Low
6 Open Incomplete data
during request
submission
Customer Delay in
request
registration
Low

5BUSINESS PROCESS MANAGEMENT
Figure 2: BPMN TO-BE Diagram for IT helpdesk
(Source: Created by Author)
4.B ABC Insurance Scenario:
4.B.1 Value Chain Diagram:

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Figure 3: Value Chain Diagram of ABC Insurance Process Architecture
(Source: Created by Author)
4.B.2 AS-IS Model:
Figure 4: BPMN AS-IS Diagram for ABC Insurance's Claim Processing
(Source: Created by Author)
4.B.3 Pain Points:
Issue Management Log
Process
Name
Client Claim
Processing
Process
Owner ABC Insurance
id Status
Issue
Description Owner Impact
Priorit
y
1 Open Blockage of
phone when
customer call
agent/ABC
Insurance
Customer Awaiting
one week to
communica
te a person
is making
customer
annoyed
Critical
2 Open Collecting claim Client Customer High

7BUSINESS PROCESS MANAGEMENT
information
from customer
is lengthy
process is
being
delayed
3 Open Agent cover
windsheild
policy after
damage happens
Level 1
Staff
Loss of
financial
resource
Mediu
m
4 Open Repairing shop
cannot
communicate
with agent/ABC
Insurance
properly
Level 1
Staff
Financial
risk for
shop owner
Mediu
m
5 Open No other
medium of
communication
IT
Helpdesk
Loss of
customer
Low
Figure 5: Fishbone Diagram for Poor Communication Issue
(Source: Created by Author)
The causes of the customer claim validation are no system for customer and shop, no data
storage media to store process related data, small employee numbers, all the process are based on

8BUSINESS PROCESS MANAGEMENT
human intervention and slow service. These issues are preventing the shop to validate the
customer claim. The shop is not willing lose its customers to other competitors.
The main issues of the Customer Claim Validation are as following.
i. No system for both end
ii. Based on Human Intervention
4.B.4 To-Be Model:
The process improvement is to be done toward quality. The quality will improve and cost
and time to complete a process will decrease.
As the issues has already been identified, the first stage of the heuristic method has been
completed. The heuristic plan is done for creating an overview of what changes can be done in
the process to increase output. The planning include removal of human intervention as much as
possible. The plan is to create a website that can be accessed using internet. It will allow the
organization to prevent as much human intervention as possible. The plan is to create a process
in the website that will auto validate the customer claim if customer and claim information is
inputted. This will eliminate a lot of waiting time from the process.

9BUSINESS PROCESS MANAGEMENT
Figure 5: BPMN TO-BE Diagram for ABC Insurance's Claim Processing
(Source: Created by Author)

10BUSINESS PROCESS MANAGEMENT
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Flynn, J. R. (2016). A business process reengineering framework using the analytic hierarchy
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Atlantis Press.
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Architecture (pp. 87-94). Springer, Cham.
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