Business Process Management: Analysis, Improvement, and Implementation

This assignment delves into the core principles of Business Process Management (BPM) and Business Process Reengineering (BPR). The report begins with a comparison of BPM and BPR, outlining their respective benefits and limitations. It then examines the BPM lifecycle, identifying phases discarded by BPR and explaining the rationale behind this omission. Furthermore, the assignment explores how BPR and BPM can be integrated to create a continuous improvement methodology within an organization. The provided solution includes an analysis of a specific business scenario, including the identification of value-added and non-value-added activities, cycle time efficiency calculations, and the identification of system constraints. The solution proposes changes to the system, suggesting an online job tracking system, online feedback system, and request storing options to improve efficiency. It also includes an issue register and a fishbone diagram, analyzing potential causes and proposing improvements such as an online claims system and a 'to-be' model. Finally, the report concludes with a comprehensive bibliography of relevant academic sources.

Running head: BUSINESS PROCESS MANAGEMENT
Business Process Management
Name of the Student:
Name of the University:
Author Note

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BUSINESS PROCESS MANAGEMENT
Table of Contents
Part B..........................................................................................................................................2
Advanced BPMN/BPM Lifecycle..........................................................................................2
Scenario 4.A...............................................................................................................................2
Task 4.A.1..........................................................................................................................2
Task 4.A.2..........................................................................................................................2
Task 4.A.3..........................................................................................................................3
Task 4.A.4..........................................................................................................................4
Task 4.A.5..........................................................................................................................4
Task 4.A.6..........................................................................................................................5
Task 4.A.7..........................................................................................................................7
Scenario 4.B...........................................................................................................................8
Task 4.B.1..........................................................................................................................8
Task 4.B.2..........................................................................................................................8
Task 4.B.2..........................................................................................................................8
Task 4.B.3........................................................................................................................11
Bibliography.............................................................................................................................12
Part B
Advanced BPMN/BPM Lifecycle
Scenario 4.A

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Task 4.A.1
Task 4.A.2
Value Added Business Value Added Non-Value Added
 Client call
 Resolve Issue
 Research problem
 Revert back to client
 Check Client
Feedback
 Create Resolution
 Complete
 Forward to level 2
employee
 Create Priority Level
 Check Request
 Evaluate situation
 Research problem
 Send resolution
Task 4.A.3
Value-added time of the process:
Client call – 5 minutes
Resolve Issue - 5 minutes

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Research problem – 20 hours – 1200 hours
Revert to client – 20 minutes
Check Client Feedback – 20 hours – 1200 hours
Create Resolution – 20 minutes
Complete – 20 minutes
Lead Time of the Process:
Client call – 5 minutes
Resolve Issue - 5 minutes
Research problem – 20 hours – 1200 hours
Revert to client – 20 minutes
Check Client Feedback – 20 hours – 1200 hours
Create Resolution – 20 minutes
Complete – 20 minutes
Forward to level 2 employee – 2 minutes
Create Priority Level – 5 minutes
Check Request – 1 hour – 60 minutes
Evaluate situation – 2 hours – 120 minutes
Research problem – 2 hours – 120 minutes
Send resolution – 20 minutes

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BUSINESS PROCESS MANAGEMENT
Hence, the cycle time efficiency is (Value Added Time/ Lead-time) = 2450 minutes / 2777
minutes = .88 or efficiency is 88.2 %
Task 4.A.4
Total seconds in a minute – 60
Total seconds in an hour – 60*60
Total seconds in a day – 60*60*24
Average request per day – 50
Request at any moment of time – 50/ (60*60*24) = 0.0005787
Task 4.A.5
The main constraint in the system are:
 Getting client feedback: The current system generally waits for around 20 hours to
receive feedbacks from the client. This increases the inefficiency for the business of
the organization and reduce the level of client satisfaction in the system.
 Request waiting: The waiting time of the clients making the requests in the system is
very long and hence the process is very time consuming for the business process of
the organization to keep up with the time constraints in the business process of the
organization.
 Research problem and situation evaluation: the task of the employees level 1 and 2
or making a research problem and situation evaluation takes up too much time and
hence this cause delay in the services expected by the client.
The changes proposed for the system are:
 Online job tracking system: The online job tracking system would be helpful for the
storing and the automating various time consuming processes within the organization.

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 Online feedback system: The online feedback system would be a part of the online job
tracking system that would be accepting immediate feedbacks from the clients as soon
as they receive the solution.
 Request storing option: The online system would be providing a request storing
option where the details of the requests made in the system would be stored and the
details can be fetched by the system to automate some of the processes.
Task 4.A.6
Issue Id Issue Name Description Probability Impact
1 Feedback delay The issues are
created due to
the delay in
feedback from
the client
High High
2 Request waiting The time
required for
waiting by
customer.
High High
3 Research
problem
A lot of issues
are faced due
the
consumption of
time during the
research.
Medium High
4 Situation
Evaluation
A lot of time is
wasted for the
Medium High

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evaluation of
the situation.
5 Issue
Forwarding
The time wasted
for forwarding
the request is an
issue.
Medium Medium
6 Notifying
customer
The customers
are to be
notified for the
resolved issue.
However the
communication
process is not
always smooth
and the system
faces a lot of
issues due to
this.
Low Low

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Task 4.A.7
Scenario 4.B
Task 4.B.1

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Task 4.B.2
Task 4.B.2
a. Issue register
Issue Id Issue Name Description Probability Impact
1 Communication
issue
Lack of
communication
would be
hampering the
business
process of the
organization.
High High
2 Call waiting
issue
The call waiting
issues would be
hampering the
business of the
glass repairing
company
High High
3 Payment Issue The glass High High

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repairing
company would
incur financial
loss
4 Adding policy The customer
would be
adding the
policy illegally
Medium High
5 Fraud issue The customer
would be able
to fraud the
system.
Medium High
b. Fishbone diagram

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c. Causes
Task 4.B.3
a. For the improvement of the procedures in the system an implementation of the online
claims system is to be done that would be improving the business process of the
organization to a great extent.
b. To-be model

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In this process the automated system would provide the policy data to the agents and
the glass repairing shop. This can be used for checking the validity of the policy in the
system. This would make sure that the errors in the systems are mitigated.