Enterprise System: A Case Study of Twiga Company

This report presents a case study of Twiga, a manufacturing company, and explores the challenges it faces in business process management. It discusses the use of Business Process Reengineering (BPR) to improve existing processes and achieve desired goals. The report includes an analysis of the current business processes, proposed changes, and the benefits of implementing BPR.

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Enterprise System: A Case Study of Twiga Company
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Abstract
This report is focused on Twiga, which is a manufacturing company that manufactures high
quality and performance dyes as well as coatings. It has been identified the organization is
facing major challenge due to the ageing staffs as they are not willing to accept IT solutions
and they prefer manual processes or use of Microsoft Excel to perform their tasks. In this
report, the discussions are carried out on the business process management approaches and
techniques to support business transformation in organisations. The report illustrates on a
technique that is Business Process Reengineering (BPR) so that the existing business
processes could be improved to achieve the desired goals and requirements.

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Table of Contents
Introduction................................................................................................................................3
Literature Review.......................................................................................................................3
Process Diagrams.......................................................................................................................6
As-Is Process Diagram...........................................................................................................6
To-Be Process Diagram.........................................................................................................7
Analysis and Discussion............................................................................................................8
Conclusion..................................................................................................................................9

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Introduction
In this report, the case of Twiga, a manufacturing company has been taken into
consideration to present the business process management approaches and techniques that are
helpful to support business transformation in organisations. The review on business process
management approaches and techniques has been presented in this report so that one could be
applied in context to the organization. The analysis of case study has been done to identify
the core business processes of the organization. Process diagram has been drawn to present
the existing business processes and proposed changes in the organization.
Literature Review
According to Rosemann and vom Brocke (2015), business process is defined as the
collection of activities that where one or more type of input is taken for creating an output
which will be valuable to the customer. Process consists of specific attributes and a particular
flow of steps and it helps to govern the operations within an organization so that valuable
outputs can produced. Business processes in an organization is divided into operational and
management processes for governing overall system operation. The efficiency of an
organization could be improved with the help of organized as well as controlled flow of
operational and management process (Jeston 2014). For instance, if an organization has
decided to improve the business efficiency for gaining the investments and implementation of
IT will help to increase performance of the organization. The analysis of business processes
within the organization helps to achieve better results and determine association between IT
and the organization. Presently, the organizations are facing competitive environment with
the rapid advancements and innovation in IT. It has been seen in many researches that IT
provides better business values and with the increase in use of IT, the business value of IT is
also increasing (Chang 2016). The improvements are achieved by redesigning the business

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processes within an organization that results into better organizational structures which in
turn results into enhancement of services and efficiency of the organizations. Hence, the
organizations are presently redefining their business values with the help of IT and it is
evident from previous studies that IT is a tool for implementing BPR to improve the business
performance.
BPM (Business Process Management) has emerged in 1990 and it is evolving as a
major concept to manage the workflows within the organization. BPM provides tools and
techniques for managing the business processes efficiently (Vom Brocke et al. 2014). It plays
and important role in the development of an organization specially focusing on the business
process view. BPM supports interaction, controlling, analysis and optimizing business
processes within the organization. The complexity in business process increases with the
growth of business and it have to managed efficiently with the help of proper management
process. From the previous studies, it has been identified that BPM provides various
advantages however there are some limitations as there is a requirement of change in business
functions (Chong 2014). There are different approaches of business process management and
it is viewed differently by different people as it depends on the process that have to be
managed and method for process management.
Workflow oriented BPM relates to interaction between people and people or system
in a BPM space. According to Kohlborn et al. (2014), workflow is considered as the situation
when BPM gets started and this approach optimizes the human oriented activities that are
involved in a business process. This approach includes monitoring of activity, governance of
process and processing the unfinished documents so that the business process could be
processed down the line.

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Another approach is Document oriented BPM which tracks where the documents
were and the changes that has been made for travelling through the workflow. This approach
also maintains records of documents while keeping the authenticity, security as well as
availability and it has become a necessary element for business since computer revolution.
The document management systems being presently used by the businesses provide storage,
security, indexing along with options for retrieval (Harmon 2014). Availability is rising a
major concern as in present day business, a single document may be required by various
multiple parties using different applications. This approach will be successful if proper
integration could be done with the existing business systems.
Business rule oriented BPM approach refers to the systems that are almost similar to
model centric BPM tools. This approach comprises of modelling the business processes
according to the organizational requirements. In this approach, there is requirement for
involvement of top management as it helps to manage workflow in top down manner and
ensures that desired outcomes are achieved (Chen et al. 2014). The integration of business
rules with the systems is an essential factor for this approach to ensure that the business
processes are managed efficiently.
The improvements have occurred over the course of time since 1990 for integrating
operational data from the different systems which has taken the form of Enterprise
Application Integration (EAI). Presently, many researchers view data integration as a major
business process problem and it could be solved with the help of EAI oriented BPM (Wirtz et
al. 2016). Previously, the process of integration was hard wired that is one to one but now
that application integration has evolved, the business processes are managed effectively. This
approach will help to automate the business processes within an organization so that they are
in line with the strategic goals and objectives.

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In context to the case of Twiga, it can be said that the EAI oriented BPM will be
appropriate for the organization. The challenges faced by the organization could be resolved
with the help of this approach. The integration of the applications could be easily carried out
with this approach. The existing systems within the organization could be improved with
proper integration for managing the business processes efficiently (Roeser and Kern 2015).
The organization presently has ERP system but there is no proper integration of the business
activities in the workflow. There is no collaboration between different departments of the
organization therefore the business activities are not managed properly so the EAI oriented
BPM approach will help the organization.
Process Diagrams
As-Is Process Diagram
Figure 1: As-Is Business process model of Twiga
(Source: Created by Author)

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The above figure presents the existing business process within the organization which
demonstrates the workflow during the order placing to delivery. From the figure, it can be
said that the existing process consumes more time than expected due to checking of stock
availability. The checking procedure is carried out after the order is processed to the despatch
department which could be reduced with the help of changes in the business process. The
manual handling of data also causes duplication or data redundancy due to which the business
process is delayed. Another reason behind delay in the business process is communication
gap between the sales, despatch and production department.
To-Be Process Diagram
Figure 2: To-Be Business process model of Twiga
(Source: Created by Author)
In the above diagram, the proposed changes in the business process has been
illustrated that demonstrates the improved workflow in the organization. The proposed

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changes in the business process reflects that the order processing and delivery will be handled
through automation by integrating the ERP system into different departments. The integration
ERP system in the different functions will support the organization to manage the entire
business process efficiently. The collaboration among the different departments will be
achieved with the help of integrating ERP system with the existing business processes. The
entire business process could be centralized through the proposed changes as demonstrated in
the above diagram.
Analysis and Discussion
From the case study of Twiga, it has been identified that the organization is facing
many difficulties while executing their business process. It has been found that the major
business critical information is being handled manually and it is causing duplication and
redundancy of data. The organization presently has an ERP system but only few
functionalities of the system are being used to perform the business operations. The concept
of BPM by Mendling et al. (2017), states that the proper management of the business
processes within the organization could be carried out so easily with the help of EAI oriented
BPM. The approach will be suitable for the organization as it will help to integrate different
business processes with the existing system. The efficiency of data storage and other function
such as order placing, inventory management and delivery could be handled easily with the
help of EAI oriented BPM approach (Pourmirza et al. 2017). The business process in the
organization could be automated with the integration of different business modules with the
existing ERP system.
Further, it is identified that the delivery schedule for orders are being calculated
manually based on the stock report provided by the despatch department on a weekly basis.
The orders are being sent to the despatch team using MS Excel file as they are responsible for

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processing the orders. After receiving the order through Excel, the quantity for each order is
being checked to determine whether there is available stock or not. If there no stock
available, then production order is raised which results into delay in processing of orders. The
availability of stocks as soon as the order is placed could be checked with integrating the ERP
system in the despatch department so the order processing is not delayed due to unavailability
of stock. The adoption of EAI oriented approach in the organization will help to mitigate this
bottleneck which is created due to checking of inventory during processing of orders. The
workflow for order placing and processing could be automated with the help of EAI oriented
BPM approach. The collaboration between the sales, despatch and production department
could be maintained with the help of new BPM approach as it will integrate the existing
applications with the ERP system.
The improvements in the current business process with the help of automation using
the ERP system. The ERP system will help to perform essential business activities through
proper collaboration between the different departments. The automation of the business
process will help to ensure that the processing of orders starting from placing orders to
delivery. The order fulfillment process and the information required for despatch of orders
could be handled and completed automatically with the help of EAI oriented BPM approach.
This approach has been selected so that the organization could resolve the communication
gap between different departments. The changes that has been proposed in the To-Be process
model will help the organization to address the challenges faced during the business process.
Conclusion
From the discussion carried out in this report, it can be said that there is a need to
redesign the existing business processes of the organization. The organizational excellence
and business performance could be achieved with the help of improved business processes.

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The redesigning of the business processes will help to mitigate challenges faced by the
organization. The existing business processes has been presented with the help of a “As-Is”
BPMN model and “To-Be” BPMN model presents proposed changes in the business
processes. It is identified that Business Process Reengineering is a suitable method that
involves radical changes in the core business processes so that those are in line with the
strategic goals of the organization. The organization will be benefitted as the proposed
changes in existing business process will help to eliminate the errors due to manual handling
of data.

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