Business Process Management

This document provides an overview of business process management (BPM) with a focus on advanced BPMN/BPM lifecycle. It includes two scenarios - helpdesk and ABC Insurance - and discusses the issues and their causes. The document also suggests improvements to address these issues. The content is relevant for students studying BPM or related subjects.

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

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Table of Contents
Part B...............................................................................................................................................2
4. Advanced BPMN/BPM Lifecycle...............................................................................................2
4.A Helpdesk Scenario:...............................................................................................................2
4.B ABC Insurance Scenario:......................................................................................................7
Bibliography:.................................................................................................................................11

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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
Submitting a new request registering a new request Requests 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 Level-2 prioritize a request New requests spend waiting

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request 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: (196.25/2851.25)% = 6.88%
The cycle time or CT is 1.92 days. The arrival rate of requests per day is given as 50.
Therefore, the WIP or Work In Progress is WIP = λ*CT: 50*1.92 = 96.39756944 ≈ 96.
Internal communication is the biggest constraint in the process. This issues is making
2016 minutes of delay time in the process. The customers are not willing pay for the process
delay. These issue needs to be changed. Three changes are implementation of an internal
communication medium. Automation of back processes is essential to reduce the waiting time.
One more change is the tracking of job status.
Number Issue Type Severity Priority Status
1 The level 2 staff have to be dependent
on level 1 staff for new request and
Medium Medium WIP

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request re-submission
2 Customer does not have any
information about the job status
Low Medium On Hold
3 Each request is evaluated from scratch Low Medium New
4 To and fro communication between
customer and level 1 staff to gather
required data
High Urgent Open
5 Level 2 staff has to be send resolution
through level 1 staff
Medium Low Open
6 The waiting time for level 2 staff to
check the new request is very high
Medium Low On Hold
Figure 2: BPMN TO-BE Diagram for IT helpdesk
(Source: Created by Author)

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4.B ABC Insurance Scenario:
4.B.1 Value Chain Diagram:
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)
Number Issue Description Severity Priority
1 Customer cannot connect call with Agent or ABC
Insurance
High Urgent

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2 Repair Shop cannot connect call with Agent or ABC
Insurance
High Medium
3 Repair shop has to take financial risk High Low
4 The system does not track claim data properly Medium Medium
5 Agent, ABC Insurance and repair shop work does not
sync to one location
Medium Medium
Figure 5: Fishbone Diagram for Poor Communication Issue
(Source: Created by Author)
The main causes for the issues happening with the “ABC’s Insurance claim processing
over the phone call” can be divided into four subcategories which are software causes, service
causes, hardware causes and employee base causes. The major two causes under software cause
are lack of communication medium and no storage at shop. The hardware causes are use of low

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quality hardware not capable of handling cloud computing services and the use of an old
outdated framework. The service causes are very poor or low standard of customer service and
following of a structure which is very old. The employee base causes are less number of
employees and lack of workers trained in modern technologies.
The main causes that are related to the software processes in the AS-IS model are:
i. No communication medium
ii. No storage at shop
The proper improvement directed towards implementing a more modern technology that
is based on cloud computing and uses internet to communicate.
The first part of solving this problem is identifying the root causes underlying it. The
main causes here are the communication problem and the lack of proper storage facilities from
the repair shop end. To solve this problem a modern communication and storage medium is
needed to be implemented that can be used easily by the repair shop. The use of cloud computing
and internet to communicate with the customers can be an effective way to combat this problem.
The cloud storage can also be used by the repair shop to store its files. This way the main two
crucial problems can be solved.

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

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Bibliography:
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general purpose Technologies. Journal of Social and Administrative Sciences, 4(4), 291-
303.
Cruz, E. F., & da Cruz, A. M. R. (2018). Deriving Integrated Software Design Models from
BPMN Business Process Models.
Kotamarthi, K., Wang, X., Grossmann, G., Sheng, Q. Z., & Indrakanti, S. (2015, September). A
framework towards model driven business process compliance and monitoring. In 2015
IEEE 19th International Enterprise Distributed Object Computing Workshop (pp. 24-32).
IEEE.
Luo, T., Wu, C., & Duan, L. (2018). Fishbone diagram and risk matrix analysis method and its
application in safety assessment of natural gas spherical tank. Journal of cleaner
production, 174, 296-304.
von Rosing, M., White, S., Cummins, F., & de Man, H. (2015). Business Process Model and
Notation-BPMN.