INF30005 Business Process Analysis: Coaching Specialists Case Study

This report analyzes the business processes of 'The Coaching Specialists', a business providing coaching services. The report identifies inefficiencies, particularly the complexity and time-consuming nature of their current processes. The analysis covers assumptions, a problem statement highlighting issues like communication delays and payment procedures, and opportunities for improvement. The report explains the current process model, identifies key problems, and suggests steps for redesigning the process to improve efficiency and customer satisfaction. The conclusion emphasizes the need for process changes to enhance the organization's performance and profitability. The report includes a bibliography and a BPMN diagram in the appendix.

Analysing As-Is Business Processes for an Organization
A Case Study of the Coaching Specialists
Student Name: [Please Fill]
Student ID: [Please Fill]
Unit code and name: INF30005 – Business Process Management
Assessment Number: Assignment 1
Due date: Monday, 3rd Sep. 2018 @ 9:00am AEST
% weighting: 25%
I hold a copy of this assignment that can be produced if the original is lost/damaged. To the best
of my belief, no part of this assignment has been copied from any other student’s work or from
any other source except where due acknowledgement is made in the text. No part has been
written for me/us by any other person, except where such collaboration has been authorized by
the lecturer concerned.
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Signature and date

BUSINESS PROCESS MANAGEMENT
Executive Summary
The focus of this report is on a business ‘The Coaching Specialists’ which provides private tutors
or coaches as per the requirement of clients. The business offers coaching facilities through
which the clients are able to develop their skills and abilities. From the business case, it has been
identified that there are problems and issues in their current business process. Hence, this report
is based on determining the existing problems as well as issues within the business. From the
analysis on provided business case of the organization, it has been determined that the process
being followed by them is complex and thus the entire business process requires more time.
Therefore, there is a need for changes within the current business processes of the organization.
The discussions are also carried out on the existing process model within the organization. The
redesigning of the business process have to be done by following certain steps which are also
mentioned in this report so that the organization can achieve growth and excellence.
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Table of Contents
Introduction......................................................................................................................................3
Assumptions....................................................................................................................................3
Problem Statement...........................................................................................................................3
Issues and opportunities of current process (es)..............................................................................4
Need for change...............................................................................................................................4
Identification of one essential issue/problem..................................................................................5
Explanation of process model..........................................................................................................5
Steps for re-designing the process...................................................................................................6
Conclusion.......................................................................................................................................6
Bibliography....................................................................................................................................8
Appendix – BPMN Diagram...........................................................................................................9
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Introduction
This report is based on a business ‘The Coaching Specialists’ located in Melbourne that
provides coaching facilities for the clients so that they can improve their skills and abilities. The
clients request for coaching specialist and the business arranges private tutors as well as coaches
for them to develop their personal skills and abilities. In this study, the existing problems along
with issues in the organization are highlighted so that they can improve their business process.
The process models of the organization are also illustrated in this paper so that they can easily
determine the gap areas within existing business process. The requirement for changes in the
organization is also presented along with the steps required in redesigning the existing business
processes.
Assumptions
In context to the provided case of ‘The Coaching Specialists’, there are many
assumptions which are required to be considered for developing the business process model. The
main assumption that has been taken into consideration for designing the existing business
process is that there is proper flow of information within the organization. This means that there
is no communication gap within the different sections of the business. The proper flow of
information is significant to ensure successful delivery of services by an organization. Proper
communication and information flow plays an important role in effective management of an
organization. Another assumption that has been made in context to the business case is that there
is adequate storage for keeping record and information of clients as well as business transaction.
Without proper storage and record keeping, it will be difficult for the company to plan
strategically in the future.
Problem Statement
In the business case of ‘The Coaching Specialists’, various issues and challenges have
been found within organization that has to be resolved for efficiency. The most important of all
is complexity in the business process being followed by them and it is a time taking procedure.
The business process of the organization does not follows a systematic approach which makes it
difficult for them to handle their clients efficiently. The consumption of more time results into
dissatisfaction of the clients as well as delay in the whole business process. The time required for
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communication between the different branches is another problem being faced by the business
which eventually increases the time for assigning tutor or coach to the clients. The time required
to send and receive confirmation from client as well as coach emerges as a gap in existing
business process of the organization. At each step of the business process existing in the
organization, acknowledgement is being sent to the client for approval and confirmation so they
have to wait before assigning the request from client to a coach. This process is making the
whole business process complex and which in turn consumes more time than expected. The
complexity in the existing business process is reducing efficiency and performance of the
organization. Another problem being faced by the client is that there is no proper procedure for
realization of payments that makes it difficult for clients to retain loyalty and depend on their
business.
Issues and opportunities of current process (es)
In the provided case of ‘The Coaching Specialists’, many issues as well as opportunities
have been found for making changes within the business process being followed by the
organization. One of the major issue being determined from the business case is the process
being followed in finding a coach for the client and assigning them for a particular assignment.
The process is much complex than required as at every step the client have to requested for
approval and waiting time increases with this scenario. For every decision that is being made
within the business process, the client have to be kept in loop so that they can provide approval
or confirmation. This process makes the whole business process to be complex and the looping
of clients makes the process iterative for fulfilling the desired goals and objectives of the
business. In the business process, there is a role of verifier which also requires more time than
required and complexity is increased with length of the procedure for assigning coach or tutor to
the clients.
Need for change
The existing business process of the organization have to be changed as it has been
identified to complex and more time consuming. The changes in the business process is required
as the complexity and time consumption issue will lead to reduction in the customer base as the
client may lose hope over the business. The provided business case presents that there are
various problems and issues in current business process of the organization. It has been
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determined that the client have to be informed for approval or confirmation of every decision or
action being taken in the business process. From the analysis on provided business case of the
organization, it has been determined that the process being followed by them is complex and thus
the entire business process requires more time. Therefore, there is a need for changes within the
current business processes of the organization. The complexity and issue of time consumption to
provide coach or private tutor to the client is hindering performance of the business. The
reduction in performance and efficiency of the organization will eventually result into decrease
in profitability and generation of revenue from the business.
Identification of one essential issue/problem
From the various issues and problems in context to the organization, the essential
problem that has been identified is the time consumed for passing information or
communication. It has been determined that the client have to be informed for approval or
confirmation of every decision or action being taken in the business process. This process makes
the whole business process very complex and the looping of clients makes the process iterative
for fulfilling the desired goals and objectives of the business. This is a major problem within the
organization as it decrease the productivity and efficiency of the business.
Explanation of process model
Key tasks Gateways Events Explanation
Request for
coach
Checking to confirm the
presence of customer
information in the company
database
Yes  Confirmation
of information and
sending it to the
coaching specialist
It is the beginning of
business process followed
by the organization to fulfil
their desired goals and
objectives.No  Client has to
register into the
system with personal
information
Finding of
coach as per
client
requirement
Checking the availability of
coach as per requirement of the
client
Yes  Arrangement
of suitable time and
confirming it from
client with payment
This process defines the
steps being followed to
find an appropriate coach
as per requirement of
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client.No Finding of
another appropriate
coach or cancellation
of the assignment
Preparation of
invoice for
fees of the
assignment
Checking for approval of client
for the payment against
assignment fees
Yes  Confirmation
to proceed with the
assignment
In this process, the
illustration is provided on
the steps that are being
followed before proceeding
with a particular
assignment.
No  Cancellation of
the assignment and
send notification to
coach
Acquisition of
feedback to
check
satisfaction of
the client as
well as coach
Checking of satisfaction of the
client as well as coach in
context to the assignment
Yes  Compilation
of reports and
confirming the
completion of
assignment
This process illustrates the
final stage and completion
of the business activities
with feedback from the
client end and even coach
for terminating the
business process.
No  Reviewing the
feedback and making
required arrangements
Steps for re-designing the process
The required steps so that the current business process being followed by the organization
can be redesigned is illustrated as below:
1. Proper communication strategies – Implementation of technology or proper
communication methods will be followed so that there is no communication gap in the business
process.
2. Proper identification of requirements – The requirements of the organization will be
analyzed properly in context to their desired goals and objectives.
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3. Identifying the major elements – Proper arrangement and management of the essential
elements within the business process will be done for managing time and reducing complexity.
Conclusion
From analysis on the business case of ‘The Coaching Specialists’, various problems and
issues have been identified in the current business process. While designing of the process model
a vital fact has been analyzed that there is also lack of communication in the existing business
process of the organization. From the analysis on provided business case of the organization, it
has been determined that the process being followed by them is complex and thus the entire
business process requires more time. Hence, there is a need for changes within the current
business processes of the organization. The identified problems and issues can be mitigated by
redesigning the current business process to increase efficiency and performance of the
organization. The steps illustrated for redesigning the current process covers all the essential
elements that are required for resolving major issues being identified in context to the business
organization.
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Bibliography
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vol. 24, no. 4, pp. 923-942.
Batocchio, A, Ghezzi, A & Rangone, A 2016, A method for evaluating business models
implementation process, vol. 22, no. 4, pp. 712-735.
Fournier, F & Mendling, J 2015, Business Process Management Workshops, Springer
International Publishing, Cham.
Grant, D 2016, Business analysis techniques in business reengineering, vol. 22, no. 1, pp. 75-88.
Klun, M & Trkman, P 2018, Business process management – at the crossroads, vol. 24, no. 3,
pp. 786-813.
Krogstie, J 2016, Quality in Business Process Modeling, Springer International Publishing,
Cham.
Malinova, M & Mendling, J 2018, Identifying do’s and don’ts using the integrated business
process management framework, vol. 24, no. 4, pp. 882-899.
Motahari-Nezhad, H, Recker, J & Weidlich, M 2015, Business Process Management, Springer
International Publishing, Cham.
Nadarajah, D & Syed A. Kadir, S 2016, Measuring Business Process Management using
business process orientation and process improvement initiatives, vol. 22, no. 6, pp. 1069-1078.
Nicholds, B & Mo, J 2016, Estimating performance from capabilities in business process
improvement, vol. 22, no. 6, pp. 1099-1117.
Safari, A 2016, An Effective Practical Approach for Business Process Modeling and Simulation
in Service Industries, vol. 23, no. 1, pp. 31-45.
Trkman, P, Mertens, W, Viaene, S & Gemmel, P 2015, From business process management to
customer process management, vol. 21, no. 2, pp. 250-266.
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Appendix – AS – IS Business Process of ‘The Coaching Specialists’
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