MITS5507: Analyzing and Redesigning ShutterCorp's Business Processes

This case study analyzes the ShutterCorp photography company's booking-to-cash process. The assignment begins with an "As-is" process model, identifies inefficiencies, and conducts a waste analysis to pinpoint areas for improvement. The student then proposes a "To-Be" process model, aiming for automation and reduced waste. The analysis includes recommendations such as implementing a customer care department, streamlining photo session times, and automating transactions. The case study emphasizes the transition from a human-resource-intensive process to a more automated one, highlighting the importance of a customer-centric approach and efficient resource allocation. The student suggests changes like introducing an accounts department, increasing staff, and implementing shift work to handle increased demand, ultimately leading to a redesigned, more efficient business process. The assignment concludes by advocating for the implementation of the "To-Be" model to reduce waste and ensure automation of business processes.

Introduction.
The report has looked in details by analyzing the case study of ShutterCorp Company and
coming up with the “As-is “diagram then final the resign of the company process is done by
drawing the “To-Be “diagram.
An executive summary.
ShutterCorp photography company has faced on number of challenges due to increase on
number photo ordering .The company has decided on automation of its process and it has
achieved by analysis ,identifying issues and document issues into register then by doing waste
analysis. The “as is” diagrams is drawn then it is transmitted into “to- be “diagram. The “To-be
“diagram will be implement to come up with final automated system.
Diagram 1 below is for “as-is” process model of shuttercorp photography.
The Waste analysis Table 1 is shown below.
step perfomer classification
makes a booking customer VA
Handle Booking request customer service
representative
BVA
Enter booking Details customer service
representative
VA
Assign Booking photographers VA
photo shooting session photographers BVA
uploads pictures photographers NVA
cleans up pictures photographers NVA
Edit and arrange pictures Technician VA
notification Technician NVA
find the pictures Customers VA
view gallery Customers VA
select pictures Customers VA
annotate
selected picture
Customers VA
Place order, Customers VA
Communicate Request Technician BVA

Email or phone Technician NVA
Clarify request and determine
fulfil
Technician VA
prints pictures Technician BVA
puts pictures in an envelope
and drops
Technician NVA
Determine invoice amount customer service
representative
VA
Pick up printed copies. customer NVA
produces invoice customer service
representative
BVA
Sends Invoice customer service
representative
NVA
Make Payment customer VA
Detect Payment Arrive customer service
representative
NVA
pack and send printouts
orders
customer service
representative
NVA
send Dropbox link customer service
representative
NVA
Send reminder customer service
representative
NVA
Booking or order
cancellations
customer VA
re-schedule booking customer NVA
Issue register
Name Explanation Assumption Quantitative
Impact
Qualitative impact
Pictures kept
longer than
needed
customer do
not pick
pictures and
expire date is
passed so
customer
representative
keeps them.
The gallery
holds 10000
pictures per
day if
30%pictures
are not picked
in 3 days .It
will affect
gallery storage
for a day. In a
day a company
charges
Euro10 for
storage in
gallery.
0.3*1000*3*$10=$900
order
cancellations
Customer did
not show up for
Orders need to
be rescheduled
Order is
supposed to be

due to no show
up
photo session. to enable
customer pick
them
sometimes
customers are
not ready to
pick pictures.
rescheduled
and this stress
customer
representative.
order
cancellations
due to not
ordering within
30 days after
photo session
Customer does
not order
pictures within
30 days.
No show up to
pick order and
not on location
and every day
penalty of 10%
is
imposed .Cust
omer pictures
cost Euro100
0.10*30*100=Euro
300
Late payment Customer
makes late
payment due
to receiving
invoice late
Charges are
imposed for
late payment
every day for
30 days at
Euro 10 and
customer total
payment is
Euro 100
0.10*30*100=Euro
300
Change suggestion and issues to be solved.
There should be accounts department to handle finances. Account department do handles
finances of a company. In the ShutterCorp photography company finances are handled by
customer Representative this leads to delay in sending invoice to customer.
The ShutterCorp photography company should employ more staffs to handle increase number of
customer demand. The number of 2 technicians per studio is so small to handle the jobs company
receive per day the number of technicians should be increased at least to 10.
The ShutterCorp photography company’s staff should work in 3 shift of 4hours per day in order
to handle workloads.
The time of photo session should be reduced from 45 minutes to about 15 minutes because there
are enough staff to handle jobs at studio.
The ShutterCorp Photography Company should developed a website system for marketing this
will increase on influx in the company and thus increase sales.
All transactions of the company should be automated to reduce on paper work.
Tasks should be distributed according to specialization to increase on quality of service delivery.

There should be introduction of customer care department at ShutterCorp Company to handle all
customers’ issues and give quick response.
The “to-be” process model
The difference between “As is” and “To be” process model with their assumption.
The “As is” process model require a lot of human resources to operate while the “to be” process
model require few human resource to run.
The “As is” process model has a lot of wastage of resources for example customer does not show
and does not come to pick up and pay while in the” To be” process model deposit is made on
every photo session, incase customer fails to show up a company does not make loss.
Assumption.
Company operation should start at 8am and 5pm.
There is work over time.
The work over time should be paid $10 per hour.
There are levels of job positions at company for example support staff, technical staff and
manager.
The manager should oversees all operations of the company and every worker should report to
him /her at studio.
Recommendation.
The ShutterCorp Photography Company should use “To-Be” model and implement it because it
can help the company to reduces on waste and ensure automation of Business process are
implemented.
Conclusion.

The company has redesign all of the business process by considering the “To-Be ” model
because it captures all business requirement.
References.
Dumas, M, Rosa, M, Mendling, J and Reijers, A, H. (2016).Fundamentals of Business Process
Management (3rd Ed).New York, springer.
Weske, M. (2015). Business Process Management Concepts, Languages, Architectures (3rd Ed)..
New York, springer.