Business Process Engineering Case Study: Premium Patio Furniture

This case study examines the business process engineering of Premium Patio Furniture, a company that manufactures lawn and garden furniture, marquees, and buildings. The assignment focuses on developing a system to monitor the supply of orders that are not set up as separate projects. The case study analyzes the order fulfillment process, including how orders are received from various sources like retailers, individual customers, sales reps, and builders. It outlines the different order types and the payment methods. Furthermore, it details the steps involved in processing an order, from customer inquiries to delivery, including order confirmation, payment processing, installation requirements, and packing and delivery of goods. The case study highlights the role of the order clerk in arranging deliveries and managing customer interactions. The solution also includes a business process model diagram which visually represents the key steps involved in the order processing workflow, and the assignment concludes with a bibliography of relevant academic sources.

Running head: BUSINESS PROCESS MODELLING
BUSINESS PROCESS MODELLING
Name of student
Name of university
Author’s note:

1
BUSINESS PROCESS MODELLING
Business process model of Premium patio furniture
The above image illustrates the business process of the premium patio furniture. The
process of business mainly starts when the customer calls the company with their order. The
order could be booking of order or even request for site visit. In the situation of site visit, the
details of the customer are taken and then the sales representative visits the site for measuring
the site. If the customer want to book an order, then it is checked whether it is a replacement
or any new order. If it is a replacement then the details of the order are taken and if it is a new
order, then invoice are created after taking all the details of the customer. If the payment is
successful, then the order is confirmed and if the payment is not successful, then the customer
is provided notification regarding the failed payment and the customer might want to try
again. When the payment is confirmed, the order has been confirmed then it is checked for
any installation requirement. If any installation is required, then it is forwarded to the installer
and if no installation is required then it is sent to the packer for packing the goods. The

2
BUSINESS PROCESS MODELLING
packer packs the goods according to the specifications and the places them for delivery. The
delivery the reaches the customer and if the customer has requested for the installation then
the installer would perform the installation. The customer then signs the docket and provides
it to the delivery executive and the process ends with the completion of delivery.

3
BUSINESS PROCESS MODELLING
Bibliography
Lederer, M., Knapp, J. and Schott, P., 2017, March. The digital future has many names—
How business process management drives the digital transformation. In 2017 6th
International Conference on Industrial Technology and Management (ICITM) (pp. 22-26).
IEEE.
Myers, M.D., 2019. Qualitative research in business and management. Sage Publications
Limited.