Business Analysis Report: Silk Hospitality Process Improvement

This report presents a business analysis of Silk Hospitality, focusing on process improvement. It begins with an introduction outlining the purpose of creating a BPMN model to better understand the current processes and identify areas for enhancement. The report then provides background information on Silk Hospitality, detailing its services and commitment to customer satisfaction. The core of the analysis involves comparing the As-Is model, which depicts the current operational activities, with the To-Be model, which proposes improvements such as pre-booking services and addressing customer complaints more effectively. The report identifies issues with the existing processes, such as customer dissatisfaction, and recommends enhancements. The To-Be model introduces new features, including a swim lane menu and a reservation system. The conclusion emphasizes the importance of revamping processes based on customer priorities. The report uses MS Visio to create the BPMN models and references relevant academic sources.

Running head: BUSINESS ANALYSIS DEVELOPMENT APPROACHES
Business Analysis Development Approaches
Name of the Student
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1BUSINESS ANALYSIS DEVELOPMENT APPROACHES
Table of Contents
Introduction................................................................................................................................2
Background of the Organization................................................................................................2
Background of the process.........................................................................................................2
As-Is Model of the business Process..........................................................................................2
Issues with the Process...............................................................................................................3
Recommendations for improvement..........................................................................................4
To-Be Model of the Business Process.......................................................................................4
Conclusion..................................................................................................................................5
References..................................................................................................................................6

2BUSINESS ANALYSIS DEVELOPMENT APPROACHES
Introduction
The main purpose of the report has been identified with the purpose of formulation of
the BPMN model of Silk Hospitality. The BPMN will be identify a better understanding of
the current process of Silk Hospitality and accurately understand the requirements which are
to be improved of the present operations of the businesses. The creation of the BPMN models
has been done by using MS Visio. The consideration of the As-Is model has stated about the
measures for the success of the redesign. The model of the redesign using the To-Be model
has stated about the relevant concepts which are depicted to be associated with rationale for
the improvement of the overall process (Allweyer, 2016).
Background of the Organization
Some of the important nature of the services offered by the company relates to
housekeeping across Australia. The team efficiently manages and delivers safe, clean and
productive services distributed with superior customer service. The company further takes
pride in developing the services at any stage of the lifecycle. These are seen to be inclusive of
the different types of the expertise for construction of new hotels and providing of various
types of outsourcing services (Skouradaki et al., 2015). The implementation skill
development programs the company aims to focus more on integrity and accountability for
working towards a feasible solution. The significant variety of the services associated to the
Silk Hospitality are depicted with offering wide range of services which are needed to be
considered as per taking home décor orders from individuals and commercial properties.
(Silk Hospitality, 2018).

3BUSINESS ANALYSIS DEVELOPMENT APPROACHES
Background of the process
As-Is Model of the business Process
The As-Is model of Silk hospitality is depicted with two main headings which is
defined with maintaining the hotel room and activities of the customers. The significant
processes considered for maintaining the hotel room is understood with the duties performed
by the company from the time Guest has left the hotel till it is ready for next booking. It
needs to be also seen that the As-Is model is based on demonstrating the process of Obtaining
of request from the customer to finding an appropriate solution. As per the present
operational activities the customers are responsible for opening a request for the required
service. The attendant is associated to choosing the type of service, attending the customer
and delivering appropriate solution. Some of the important duties are understood in form of
taking out sheets and towels, having laundry clean by service, improving the overall
decoration of the room and performing vacuum and cleaning services (Wu, Wall & Pearce,
2014).
Figure: Silk Hospitality As-Is

4BUSINESS ANALYSIS DEVELOPMENT APPROACHES
(Source: As created by the author)
Issues with the Process
Some of the main issues under the process of Silk hospitality is depicted with
dissatisfaction of the customers on receiving a service. In such a case, Silk hospitality
registers the complaints and puts forward the ticket for analysis and diagnosis in order to
deliver a new solution. There may be a similar issue which is associated to poor selection of
the décor material (Conforti et al., 2016).
Recommendations for improvement
It is recommended for Silk Hospitality to not only prioritise the service for the
relevant lines but also work up on the problems which have been identified on a regular basis.
The to be process is clearly better than that as is model as it is included additional activities
for addressing the issues such as satisfaction with the service, delay and price. To be also
understood that the recommendation needs to consider performance indicators such as
revenue by service provider, cost of each service, labour cost ratio and average cost of the
services.
To-Be Model of the Business Process
The to be model has introduced a new swim lane menu which deals with additional
provision in case of arrival of new guests in the hotel. Moreover, the process reservation
system allows for pre-booking of the services in advance so that silk hospitality finds it easier
to customise the décor needs as per the client’s specifications before the arrival. The process
of registration is the final step for placing request for the service. This is broadly classified
under the additional process section under the hotel system (Kalenkova et al., 2018).

5BUSINESS ANALYSIS DEVELOPMENT APPROACHES
Figure: Silk Hospitality To-Be
(Source: As created by the author)
Conclusion
It can be concluded that the consideration of As-Is model for Silk Hospitality can be
significantly improved by revamping the process as per customer’s priority and specifications
from beforehand. In addition to this, the to be process is conducive in providing the relevant
details about improved services which was absent in as-is model.

6BUSINESS ANALYSIS DEVELOPMENT APPROACHES
References
Allweyer, T. (2016). BPMN 2.0: introduction to the standard for business process modeling.
BoD–Books on Demand.
Conforti, R., Dumas, M., García-Bañuelos, L., & La Rosa, M. (2016). BPMN miner:
automated discovery of BPMN process models with hierarchical
structure. Information Systems, 56, 284-303.
Kalenkova, A., Burattin, A., de Leoni, M., van der Aalst, W., & Sperduti, A. (2018).
Discovering high-level BPMN process models from event data. Business Process
Management Journal.
Silk Hospitality. (2018). Our Story. [online] Available at:
https://www.silkhospitality.com.au/our-story/ [Accessed 24 Oct. 2018].
Skouradaki, M., Roller, D. H., Leymann, F., Ferme, V., & Pautasso, C. (2015, January). On
the road to benchmarking BPMN 2.0 workflow engines. In Proceedings of the 6th
ACM/SPEC International Conference on Performance Engineering (pp. 301-304).
ACM.
Wu, M. Y., Wall, G., & Pearce, P. L. (2014). Shopping experiences: international tourists in
Beijing's silk market. Tourism Management, 41, 96-106.