This document provides an overview of business process management, specifically focusing on advanced BPMN/BPM lifecycle. It includes a helpdesk scenario, process classification, cycle time efficiency, and more.
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Running head:BUSINESS PROCESS MANAGEMENT Business Process Management Name of the Student Name of the University Author’s note:
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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.A.2 Process Classification:...................................................................................................3 4.A.3 Cycle Time Efficiency:..................................................................................................3 4.A.4 Average Number of Requests:.......................................................................................3 4.A.5 Main Constraint Identification:......................................................................................3 4.A.6 Issue Register:................................................................................................................4 4.A.7 To-Be Model:.................................................................................................................5 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:.................................................................................................................7 Bibliography:...................................................................................................................................9
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)
3BUSINESS PROCESS MANAGEMENT 4.A.2 Process Classification: VABVANVA Submitting a new requestregistering a new requestRequests waiting for a Level-1 staff to check them Level-2 staff evaluate a new request Checking if a new request is “known”communicate the resolution to the client research and resolve a requestLevel-2 prioritize a requestNew requests spend waiting for a Level-2 staff write the resolution to a requestWait 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 4.A.3 Cycle Time Efficiency: The cycle time for value added tasks are 163 and all the process are 2299. Therefore the Cycle time efficiency is (3.64/49.15)% = 7.41% 4.A.4 Average Number of Requests: If the cycle time of IT Help desk is converted into days, then it becomes approximately 1.60 days. In order to find the number of active processes at any given time, the rate of task arrival has to be multiplied using cycle time. Therefore, the active number of requests at any given time is 80 approximately. 4.A.5 Main Constraint Identification: The working pressure on the level 1 staff extreme. They are new in the process and cannot handle so much pressure. That is why they can make mistakes frequently. The solution would be a system implementation for task channeling. A communication that will happen over internet. A system that can process user requests and redirect to responsible person and a database for data management.
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4BUSINESS PROCESS MANAGEMENT 4.A.6 Issue Register: idStatusIssue TypeOwnerImpa ct Priotity 1HoldClient Confirmation DelayClientHighCritical 2HoldExcessive porcess delayIT Help DeskMedi um Low 3HoldInvestingtimeinsame query IT Help DeskMedi um Low 4HoldCustomer dissatisfactionClientHighMedium 5HoldLosingcustomerto competitor IT Help DeskExtre me High 6HoldHighlevelofprocess delay IT Help DeskHighMedium
5BUSINESS PROCESS MANAGEMENT 4.A.7 To-Be Model: Figure 2: BPMN TO-BE Diagram for IT helpdesk (Source: Created by Author) 4.B ABC Insurance Scenario: 4.B.1 Value Chain Diagram:
6BUSINESS PROCESS MANAGEMENT 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: idStatusIssue TypeOwnerImpactPriority 1HoldCustomer communicationCustomerHighCritical 2HoldRepair Shop communicationRepair Shop OwnerMediumLow 3HoldFinancial RiskRepair Shop OwnerMediumLow 4HoldCustomer dissatisfactionCustomerHighMedium 5HoldLosing customer to competitorCustomerExtremeHigh
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7BUSINESS PROCESS MANAGEMENT Figure 5: Fishbone Diagram for Customer Claim Validation (Source: Created by Author) The main cause of the customer claim validation delay is the delay in establishing connection between the Agent/ABC Insurance and any other business related stakeholders. The blockage of phone makes them wait for hours, even weeks. 4.B.4 To-Be Model: The devil’s triangle has three quadrants such as time, cost and quality. In this case time and cost has been chosen over quality. The process improvement will be done to reduce the processing time and cost. As these two will decrease, the quality of service will automatically increase. The task to eliminate the communication gap between various entities. The plan is to implement a new system that can handle the back-processes so that human intervention can be
8BUSINESS PROCESS MANAGEMENT eliminated. A new mobile based application will be launched so that everyone can complete their tasks through that application without asking for IT Helpdesk employees’ assistance. Figure 5: BPMN TO-BE Diagram for ABC Insurance's Claim Processing (Source: Created by Author)
9BUSINESS PROCESS MANAGEMENT Bibliography: Chang, J. F. (2016).Business process management systems: strategy and implementation. Auerbach Publications. Huang, S. Y., Lee, C. H., Chiu, A. A., & Yen, D. C. (2015). How business process reengineering affects information technology investment and employee performance under different performance measurement.Information Systems Frontiers,17(5), 1133-1144.