Table of Contents Main Objective of the assessment.

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TABLEOFCONTENTSMain Objective of the assessment..........................................................................................................................1Description of the Assessment...............................................................................................................................1Learning Outcomes and Marking Criteria...............................................................................................................4Format of the Assessment......................................................................................................................................5Submission Instructions..........................................................................................................................................5Avoiding Plagiarism.................................................................................................................................................5Late Coursework.....................................................................................................................................................5Assessment TitleBusiness Modelling and Simulation Assignment Task 1Module LeaderDr. Simon TaylorDistribution Date17/10/2016Submission Deadline05/12/2016Feedback by16/01/2017Contribution to overall module assessment20%Indicative student time working on assessment35 HoursWord or Page Limit (if applicable)3000 Words (not including references)Assessment Type (individual or group)IndividualMAINOBJECTIVEOFTHEASSESSMENTThe main objectives of this assessment are to (a) learn contemporary business modelling and simulation toolsand techniques in the context of hypothetical business scenarios (b) consistently apply these skills in analysingand proposing viable solutions to the given scenarios and (c) give reasoned rationales and explanations for theuse of the tools and techniques, thus demonstrating an understanding of their underlying principles andguiding concepts.These objectives satisfy all the learning outcomes of the module as re-stated below:LO1:Describe the concepts, principles and perspectives that underpin business analysis and thedevelopment of associated models.LO2:Produce conceptually sound models that represent typical business analysis problems usingappropriate business analysis tools and techniques.LO3:Critically evaluate issues and problems that arise during the representation of organisationalprocesses and knowledge while providing reasoned explanations to attempt to resolve them.DESCRIPTIONOFTHEASSESSMENTThis document gives details about Task 1 of the Business Modelling and Simulation Coursework Assignment.For details related to Task 2 of the coursework assignment, a separate document has been prepared entitled“CS2006 Assessment Brief Task 2 2015-16.doc”.Read carefully the following case study then follow the instructions given.Updated September 20161of7DepartmentofComputerScienceCS2006 Business Analysis and Process ModellingAssessment/Coursework for 2016/17
Computing Support at University of North Yorkshire Case StudyBusiness Analyst Rajiv Gohel has been recently hired by the University of North Yorkshire (UNY). He has beengiven the job of analyzing the Computer Centre processes at the university. In order to understand how theComputer Centre works, Rajiv wants to create simple high level diagrams of the main business processes ofthe Centre based on his interviews, observations and interactions with staff and with their activities. He hasprepared the following high level business scenario outlining two main processes:High-level Business Scenario for UNY’s Computer Centre:New Client Service RegistrationThe UNY Computer Centre is responsible for providing basic computing services to the staff and students ofthe university (for example Email, Networking, VPN, Blackboard, etc.) Any new staff member or studentjoining the university is registered for these services and is given an account name and password by which toaccess these services. The process works as follows: the staff member or student (called a client by the UNYComputer Centre) fills in a form with information required by the Computing Centre; the Centre thenprocesses the form (called a New Client Service Request Form) and gives access to all of the computingservices; they then issue a username and password. The username and password are put onto the originalform submitted by the client and returned to them. A copy is kept by the Computing Centre.Service Problem ResolutionThe Computer Centre also provides support services to both registered staff and students. These supportservices are related to the computing services listed above. For example, if the email service does not work,the centre will investigate and fix the problem. This process works in the following way. If the client does nothave computer access (e.g. locked out of their account), then they need to go to the Computer Centre’sCustomer Service Office and report the problem by filling in a form. If the client has computer access, then s/he emails the Computer Centre with the problem. Whether the problem is reported by a form or by email,the problem is entered onto a database by the Computer Centre staff. They then check to see if there is anexisting solution on the database to this type of problem.If a solution exists, then the solution is deployed (e.g. fixing the email access) and feedback is requested fromthe client. The client would have provided contact details in their form or email which the Computer Centreuses in order to contact them. Once the user responds with their feedback, if the solution has worked, theproblem is recorded as solved in the database and an email sent to the user confirming that the problem issolved. If the solution did not work, then the staff will update the database record and start the process againfrom the point where they check for existing solutions.If no existing solution exists in the database, then the Computer Centre staff have to research the problem.This can be done by searching the Internet, looking at technical forums for this type of problem or searchingthe supplier’s website for known issues. If a solution is found through the research, the solution is deployedand the whole process is repeated from this point as outlined above.If no solution is found through the research, the supplier (e.g. the original manufacturers of the software orhardware) are informed of the problem and the Computer Centre will await a response from the suppliers forat most 10 days. If the response received indicates that there is a solution to the problem, the ComputerCentre staff will deploy the solution and the whole process is repeated from this point as outlined above. Ifthe response from the suppliers indicates that there is no solution, the problem is updated in the database asnot having any known solution and the client is informed by email or by phone that there is no solution to theproblem.Instructions for Completing the TaskThe instructions for this assignment are based on the case study above.Read all the questions before you attempt any solutions. The questions have different parts therefore ensurethat you read all parts of a particular question before answering it. All diagrams are to be represented inBPMN notation.Updated September 20162of7DepartmentofComputerScience
Question 1 is athreshold question. If you obtain a PASS in this question, you will meet the learning outcomesof the module and pass this task with at least a D-.Question 1 (LO1, LO2, LO3):Attemptallparts of this question:a)Using the most appropriate BPMN notation, represent as anorchestrationBPD the process New ClientService Registration.b)Using the most appropriate BPMN notation, represent as anorchestrationBPD the process ServiceProblem Resolution.c)Describe in your own words the following BPM elements that are present in any BPM diagram:i.A trigger that starts a processii.A process flow of tasksiii.A decision pointiv.An outcome of a processd)From your business process model diagrams (a) and (b),foreach of these BPM elements identified in c)explain how it is representedin the diagrams, i.e. what BPMN notation was used to represent the BPMelement andwhy that BPMN notation was used. You may cut and paste portions of the diagrams toanswer this question.e)Assume that a Customer Service Representative (CSR) deals with all New Client Service Registration issuesand that the Service Problem Resolution process is dealt with by a Computer Support Officer (CSO).Assume also that a client (staff/student) is considered as an external entity. Represent in one diagramwith swimlanes and pools, how clients request New Client Service Registrations and Service ProblemResolutions. Remember that only if a client is registered already by the Computer Centre will they beable to log a service problem and have it resolved. It is expected that you would use ablackboxpool torepresent the client in this diagram.f)Explain what further information the diagram in e) offers, and why this representation has advantages,over the ones done in a) and b).Questions 2 to 4 will be used to determine the student’s attainment of the higher grades of C, B or A. Theyshould be attemptedafter full completion of question 1.Question 2 (LO2):BA Rajeev is now interested in looking in more detail at one of the processes in the Computer Centre. Hegathers information about how new staff members undergo the New Client Service Registration process.From his enquiries the following detailed scenario is written up:Low-level Business Scenario for UNY’s Computer Centre:New Client Service RegistrationA new staff member requests computing services from the Computing Centre using the New Client ServiceRequest Form. The form requires the staff member’s full name, college, Staff ID number, office telephonenumber and mobile number. The staff member fills in the form and hands it over to a Customer ServiceRepresentative (CSR) in the Computer centre. The CSR then processes the request form. This involves firstverifying the staff information given by checking the University Staff Database. If the staff information iscorrect, the rest of the activities can continue but if not the process will abort and the new staff member willbe informed that the registration process has been cancelled.After the CSR processes the request form, the next activity involves assigning the responsibility for setting upthe various services for the staff member to the relevant member of the Computer Centre. The NetworkSystem Administrator (NSA) is responsible for setting up network logins and file storage space for the newstaff member. Once the NSA is assigned this task (by email), s/he first creates the username and password forthe staff member, creates an email account and then assigns him/her file storage space on the file server. Healso activates the network and telephone points (remotely) in the staff member’s office. Once the NSA isUpdated September 20163of7DepartmentofComputerScience
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