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 Scenario of Helpdesk:...........................................................................................................2
4.A.1 AS-IS BPMN Model:.....................................................................................................2
4.A.2 Process Classification:...................................................................................................2
4.A.3 Cycle Time Efficiency:..................................................................................................3
4.A.4 Average Number of Requests:.......................................................................................4
4.A.5 Main Constraint Identification:......................................................................................4
4.A.6 Issue Register:................................................................................................................4
4.A.7 To-Be Model:.................................................................................................................7
4.B Insurance Scenario of ABC:.................................................................................................8
4.B.1 Diagram of Value Chain:...............................................................................................8
4.B.2 AS-IS Model:.................................................................................................................8
4.B.3 Pain Points:....................................................................................................................9
4.B.4 To-Be Model:...............................................................................................................12
Bibliography:.................................................................................................................................14

2BUSINESS PROCESS MANAGEMENT
Part B
4. Advanced BPMN/BPM Lifecycle
4.A Scenario of Helpdesk:
4.A.1 AS-IS BPMN Model:
Figure 1: BPMN AS-IS Diagram for IT helpdesk
(Source: Created by Author)
4.A.2 Process Classification:
VA BVA NVA
Submission of a request Register the submitted request Request to be checked by
staff belonging to level-1
Staff from level-2 evaluates Checks id the generated request communication of resolution

3BUSINESS PROCESS MANAGEMENT
a new request is already “known” to client is carried out
Research is carried out ad
request is resolved.
Level-2 prioritizes a particular
request
the new request spent waits
for the staff from level-2
Witting of resolution to
request is done
The staff of level-2 picks up
Client is sent to problem
resolution
The staff of level-1 fetches
resolution from the system
dedicated for job tracking.
The test results are emailed
to staff of Level-1.
Wait till the client tests the
resolution.
Level-1 forwards the
request to Level-2
4.A.3 Cycle Time Efficiency:
Only the application processing time is considered in the theoretical cycle time.
Therefore the calculation is 5+10+(5*0.2)+(0.8*(20+5+120+20))+((0.2*2)+((20+5+120+20)*(1-
0.2))) = 280.4 minutes = 4.67 hours
Cycle time is waiting time and processing time. Therefore the average cycle time is 114.9
hours
Formula for cycle time efficiency = Theoretical Cycle Time (TCT) / Cycle Time (CT) =
4.67/114.9=4.06%