Knowledge Audit for Business Processes

Running head: KNOWLEDGE AUDIT FOR BUSINESS ANALYSIS
Knowledge Audit for Business Processes
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1KNOWLEDGE AUDIT FOR BUSINESS PROCESSES
Introduction:
Auto Accessories is a small company which is associated with the distribution and selling of the
accessories for the automobiles. Despite of being new to the market they have been capable of
gaining a lot of popularity amongst the car owners because of showcasing different type of
accessories. They are associated with receiving the most of their accessories from the oversea
suppliers. The suppliers are also very much specialized in the designing of the special as well as
attractive accessories for the cars. There exists numerous car owners who have shown their
interest in acknowledging the products and are also associated with purchasing those products in
order to enhance their driving experience (Chowdhry and Kone 2012). For this reason the
company is gaining much more popularity which is initially helping them in increasing their
business. The customers are helping in the process of identifying the useful and popular
accessories which mainly includes stickers, traffic assistance camera and many more. This
attractive accessories have been associated with gaining more interest of the customers. Besides
this there also exists certain issues related to the satisfaction of the customers and management
due to certain incensement which occurs in the business processes. The current architecture of
the organization is suited only for small business process like the time when they started. But as
the business is growing the need for re-establishment of the business architecture regarding the
internal as well as the external management is also increasing.
Discussion:
The organization needs to re-establish their architecture in order to continue with their legacy
and for the adaptation of new services. The management section of the organization is also
facing a lot of problems. The internal section of the organization which includes the staffs is also

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increasing in number in order to maintain the different sections of the business which includes
the warehouse, in house activities and many more. The most important problem which are to be
taken care of includes the problems related to customer management (Lee 2012). The customers
have to visit the warehouse for the purpose of buying goods besides this they are also not capable
of checking if the product they want is available or not without visiting the warehouse. Along
with all this the staffs of the company are also not capable of full filling the needs of the
customers. For all this reasons the owners of the organization has been thinking of implementing
a new management system which would help them in dealing with all this problems in an
effective way.
Business case:
The Business analyst or the BA has the role of analyzing the gaps for the purpose of finding the
lack present in the goal and the current state of the organization. The architecture that the
company is having right now is not suitable for the different business processes as the
architecture was designed for handling small sized industries but now the size of the organization
is increasing which is giving rise to new problems (Kedia 2013). There is a need of analyzing
the current architecture as well as the business processes in order to evaluate the current
processes which would be followed by the implementation of the new processes in order to
continue with their business processes. The process of analyzing would also be assisting in the
process of finding new opportunities and job role for the individuals. The robustness of the
current system is increasing day by day and for this reason it is not possible to solve the
problems which are growing at a rapid rate. The business audit can be considered as a very
useful process in understanding the current situation of the organization. The organization is
facing a lot issues in the management level while handling eth different business processes.

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Along with the issues in the management, the customers are also not capable of maintaining a
suitable interaction with the organization (Luthra, Garg and Haleem 2016). The customers have
to find their products by themselves as the availability of the staffs is not so much. The
administrative staffs are responsible for handling the main functional units of the company which
includes the managing of the major activities which are very much essential for carrying out the
different business processes (Luthra, Garg and Haleem 2016). The fulfilment of the customer
requirements are mainly done by the customer service staffs and along with this they are also
responsible for showing the products to the customers as per their desire. The customer service
department is also associated with helping the customers in checking the availability of different
products.
Problem: The Auto Accessories has been facing a lot of problems while managing their different
business processes and also regarding the interaction with the customers.
The major problems have been noticed in the management section of the organization.
The problems have also been noticed in the administration section as well. It has been
understood by the administrative staffs that they require an administrative system which would
be much more effective in nature. Another major problem which is being faced by this
organization is selling of the product online. Many type of issues are also being faced by the
organization due to the increased rate of competitors and the problems encountered while
marketing the products online. Opportunities:
The maintenance and implementation of any type of business process is possible only if the
business analyst have the capability of understanding, identifying and measuring the various
opportunities and the treats. There exists a need of measuring all the opportunities in order to
implement the various new strategies. Various types of opportunities are present which can be

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used for the purpose of improving the business processes. It is also possible for the organize to
expand its business by means of expanding their service from offline transaction to online
transactions, which would be initially associated with helping the customers in locating and
buying the items that the customer desires. The online selling of products would also be helping
the customers in checking the availability of the products without visiting the stores and talking
to the customer service staffs. This issue can be easily solved by making use of an e-commerce
website. Besides this a cloud infrastructure can also be used for the purpose of tackling all the
internal as well as the external services (Luthra, Garg and Haleem 2016). By adaptation of the
cloud based infrastructure the company would be greatly helped by the cloud providers. This
would happen due to fact that the cloud providers would be solely responsible for managing and
monitoring various business activities of the organization. The cloud server could also be used
for the purpose of storing the various business related information which would greatly help
them in increasing the efficiency of their business. The cloud servers would be totally
responsible for handling all the aspects so there would remain no headache for the company
regarding maintenance and monitoring of any kind aspects. The data regarding any type or
purchase or expenses can also be stored in the clouds. Implementation of the B2B service can
also be very much helpful for the organization. This service would be helping the organization a
lot due to the fact that they are having suppliers from different foreign countries and by making
use of this service they would be capable of communicating and interacting with the suppliers in
an effectively as well as in an efficient way (Krolzig 2013). The different kind of technologies
can be used by them for the purpose of selling their products to different wholesalers which
would be initially helping them in growing their business at a rapid rate.

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Stakeholders:
Identification of the stakeholders in an effective way along with understanding and
managing them would greatly help in the reduction of certain risks along with the tailoring of
certain mitigation measure and management of various business activities. The organization
Auto Accessories has several stakeholders. The categorization of the stakeholders can be done in
two different types and this includes the internal stakeholders and the external stakeholders
(Paul, Yeates and Cadle 2014). The internal stakeholders mainly involves the internal members
of the organization like the staffs from the administration or from the customer service
department and they are mainly responsible for the management of all the memos and
information related to any transactions of the organization (Laudon and Traver 2013). They are
also associated with the management and organizing of all the files regarding the activities of the
company which includes the drafting of messages, scheduling of the appointments and providing
support to the other staffs. Other internal stakeholders mainly includes the Owners and customer
service staffs. Owners are responsible for making investments and taking of critical decisions for
enhancing the business (Stanley and Doucouliagos 2012). While Staffs are responsible to
provide services to customers. They are responsible for assist customers to purchase any product
or acknowledge them about the availability of any particular product.
External stakeholders mainly includes the supplier and the customers. The Supplier are mainly
associated with supply of different products to AUTO ACCESSORIES which is followed by
purchasing of the products by the customers. The main supplies of the AUTO ACCESSORIES
mainly come from foreign companies (Rebuge and Ferreira 2012). The customers mainly
includes the car owners who are seeking for different accessories which might include the
parking assistance camera viewer, traffic recording camera, decorative car stickers. Car owners

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who are looking for modification in their car and want to buy unique designed accessories are
desired customer for Auto Accessories.
Business Context
Business context mainly refers to the method which is utilized for the purpose of analyzing the
environment of the various business operation. While the environment scanning process is
associated with focusing on the macro environment. Besides this the context analysis generally
considers the total environment of an enterprise. The environment can also be classified as the
external and internal environment (Hilton and Platt 2013). Context analysis is mainly done for
the purpose of gaining insights in an organization. This analysis is mainly done by evaluating the
strength and weakness of the organization (Sih 2013). Besides evaluating the strengths and
weakness the analysis process is also associated with consider the opportunities and threats
regarding the current market. This is done so as to provide the organization with a clear view
about the state of their business in which they are currently operating. The main reason for doing
this is to become much more familiar with the market in order to become capable of avoiding
any kind of wrong decision which could have an adverse effect on the organizations well-being
in the future (Charan 2012). Besides this it is also possible to evaluate various new opportunities
in order to extend their business further. The main goal of this context includes the analyzing of
the environment so as to develop certain strategic plan of action for the business.
AUTO ACCESSORIES is under the process of growth and this is happening due to the fact that
the company is running on profit after selling its different and unique products. It has been seen
that the enthusiasm of the Car owner are very much high while getting any type of new designed
accessories for their car. This addition of the new accessories has greatly enhanced the driving
experience of the car owners. However there exists certain lacks in the management section of

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the organization. The goods or service management process of the organization (both internal as
well as the external) are very much ineffective (Yang et al. 2017). The current weakness that is
existing in the organization includes the way in which the customer interaction is done along
with the growth of the business. It has been seen that the number of customers of the
organization is increasing day by day. So it is becoming much harder for the customer service
staffs to fulfill all the queries of the customers. Various types of obstacles are also being faced by
the customers while looking for the accessories they require. Other major weakness of the
organization is that they are having a poor process of management (Domazet and Simeunović
2015). The activates of the AUTO ACCESSORIES are not in an organized form and this is due
to the fact that only make use of little Information and communication technology for the
purpose of carrying out the various business services which includes the customer service
management, warehousing, marketing, purchasing, staff payroll and sales.
Proposed Solution:
In order to enhance the customer buying experience it is very much essential for the organization
to stay in the top of the list in the competitive market. There exists various competitors who have
already been associated with the utilization of various web services for the purpose of providing
an enhance customer service. Besides this it is also done for the purpose of earning more profit
along with the loyalty of the customers (Singh et al. 2016). The immediate action which is to be
taken by the organization is expanding its services to online services. The use of an -commerce
website would be very much helpful. By making use of the websites the Customer would be
capable of locating and buying the desire accessories very easily. Besides this customers would
also be capable of checking the availability of a particular product without visiting the store or

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talk with the customer service staffs. This will help them to achieve more profit by enhancing the
customer managing services (Shende 2014)
. Customers will be also satisfied as they can access the website from their phones or PC.
AUTO ACCESSORIES can also adopt new techniques like the providing home delivery services
and showcase their premium products in an effective and efficient way and many more.

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Fig 1: The structure of the new online system which is to be implemented
Business Process:
Business process is generally defined as the collection of the structured tasks or activities. This
collection of tasks and activities are mainly used for the purpose of achieving a certain goal of an
organization. The mission mainly involves the achieving of the business goals by making use of
the relation of the different processes (Zikmund et al. 2013). Certain process are used for the
purpose of organizing the system and this are of tree types which includes the operational
process, management process and supporting process. It is essential for every business to follow
all this process in order to organize the different activities and also to overcome the various

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difficulties. It consist of sequences of several activities with interleaving decision points or as a
process matrix of a sequence of activities with relevance rules based on data in the process.
Fig 2: the business process diagram for Auto Accessories
Conclusion:
The above report helps in understanding the fact that every business requires a proper
management architecture for the purpose of executing all their business processes. AA has an
opportunity of growing their business by producing new and unique product. By releasing the
new products in the market the company would be able to gain more attention of the customers.
However the management system that the company is having is very poor and due to this reason
they’re not being capable of moving forward. After evaluating the various activities and
opportunities of Auto Accessories we have concluded to the followed founding’s. AUTO
ACCESSORIES is a well-known company who have been specialized in making attractive

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design and accessories for eth cars and due to this reason they have been capable of growing
their business over past two years. The administrative staffs have also understood the need of an
effective administrative system. Other competitors are extending there is business to online for
better services while AUTO ACCESSORIES is facing problems to market products online.
There typical system is producing many issues such as problem locating products, fulfilling
customer request. For getting a desired products customers had to search all through the
available products that is very time consuming. For this reason a new online architecture has also
been created in this report so as to help the organization.

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