MAN2910 Business Process Analysis: Joondalup Hospital Stage 1 Report

This report provides a comprehensive analysis of the business processes at Joondalup Hospital, focusing on Business Process Management (BPM) trends, process analysis, design, and development. The report begins with an overview of current BPM trends, including low-code app development, robotic process automation, and the use of artificial intelligence, and their relevance to healthcare organizations. It then discusses the importance of process analysis, design, and development in identifying and addressing inefficiencies. The core of the report identifies several problems within the Joondalup Hospital's current processes, such as long patient wait times, communication issues between departments leading to data inconsistencies, and the lack of an efficient payment process. The report details the impact of these issues on patient satisfaction, data accuracy, and financial stability, emphasizing the need for process improvements to enhance the overall performance of the hospital. The analysis is based on academic research and aims to provide actionable insights for the hospital's management and staff.

Running head: BUSINESS PROCESS MODELLING
BUSINESS PROCESS MODELLING
GROUP MEMBERS
Manjot Sandhu 10477884
Rozy 10476634
Navreet Kaur Sidhu 10473574
Lakhwinder Singh 10478719

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Part A
Stage 1
Business Process Management Trends
BPM or Business process management is the term used for the management of the
current procedures in the business, analysing them and development of a plan for improvising
the current scenario in the businesses of the organization (Chang, 2016). This discipline involves
a certain amount of combination of modelling the procedures, automating, executing and
controlling them. The process generally consists of the activity flows for the businesses, so that
the employees, partners and the customers of the businesses are valued. This important for the
health organizations as well.
The business process management has been ever changing with the change in time and
the health organization would be required to follow the current trends in the market. Low-Code
App Development is one of the latest trends where the companies build their own applications.
In addition to this, few companies do not possess a development team which makes them BPM
platform hard so the development of low-code app have risen. Robotic Process Automation is
vital for any company’s operation (Wynn & Clarkson, 2018). This tool eliminates complex
coding and develops automatic processes for the businesses in the place of the manual ones
(Medling et al., 2018). The Smart contracts are used to execute the processes faster than needed
in a workflow automatically. This doesn’t need any human interactions and thus reduces the
workload. The use of extended collaboration improves the workflow and the increases the
productivity. The system collaborating among themselves reduces both the costs and the errors in
the business improving the efficiencies. The health sector would be hugely benefitted and would

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be able to successfully help their patients. Artificial intelligence has also played an important
role in evaluation of data and providing the businesses with solution effectively.
Importance of process analysis, design and development
Process analysis is useful for the identification of the individual processes so that they
can be easily visualized and described. The system and the link in between the different type of
processes of the system are performed by the process analysis. It is function performed mainly
for the analysis of the workflow in the organization (Hayes, 2017). The understanding,
management and improvement of the procedures within a business for an organization can be
performed efficiently with the process analysis.
Design of processes are very important after they have been analysed. It is important that
the process is designed at first before it can be implemented (Hayes, 2017). The design of the
process would be helpful in identifying the areas which have been mitigated and which can be
further mitigated.
Process development is the function where the process which has been designed in the
initial stages are finally being given the actual structure within the business of an organization
(Wynn & Clarkson, 2018). Development of the process helps in increasing the business
efficiency desired by the organization.
Problems and issues of the current process
Waiting time
The patients have a wait a for through the calling process which would result in irritated
and dissatisfied clients or patients for the Joondalup Hospital. The issues are stated below:
 Delay in response

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 No Response
Both of these issues or problems can be the result of laziness of the employees or they might
be already busy with some other clients. Fixing these problems would work in a great way of
uploading the image of the Joondalup Hospital in front of the clients and also would be
helpful in developing the reputation of the organization (Hayes, 2017). Development of so
systems so that the patients don’t get irritated or their time is not wasted would provide huge
opportunity for the Joondalup Hospital. The process is required to be changed as more and
more clients would be changing their doctors if the procedures are not improved which
would result in the declined goodwill and profits of the organisation. The current process is
unable to keep the records for their clients. If there is an available record of the patients it can
be used as a reference for future. It will eventually save the time of the doctors to gather
information regarding the patients or clients during emergencies if they already have the
history of their clients.
The events affected are:
 Registration
 Create Appointment
Communication
The communication is currently manual in between the different departments of the
Joondalup Hospital. Hence, this creates miscommunications and data errors which will create
chaos in the departments and it will affect the workflow and the goodwill of the organisation.
The main issues identified are:
 Data inconsistency

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 Time Mismanagement
It should be fixed effectively so the staffs of the organization are able to operate properly
and the patients of the Joondalup Hospital are taken care of efficiently. A communication system
would be useful for the doctors to handle the patients effectively. The error in the data would
hamper the patients and hence, it is important to the needed changes. Any errors in the data will
hamper the treatment of the patients due to the wrong availability of information and the client
might lose their faith and interest in the organisation. The improvement in the process would not
be helpful in the cost reduction. The events affected are:
 Testing
 Release patients
No Payment Process
Currently there is no payment process and it is done manually. The main problem with
that is:
 Bad Debt
 Patient Harassment
It is to be changed as the Joondalup Hospital might incur huge loss in their business if not
changed. An online system would be helpful for this scenario. The revenue system of the
company is to be developed so the change is important. So that the bad debt and the patient
harassment issues can be avoided. This process would not impact the employee satisfaction. The
events affected are:
 Forward to doctor
 Therapy

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Stage 2
‘AS-IS” process in BPMN

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Testing Process

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Therapy Process

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References
Chang, J. F. (2016). Business process management systems: strategy and implementation. CRC
Press.
Hayes, A. F. (2017). Introduction to mediation, moderation, and conditional process analysis: A
regression-based approach. Guilford publications.
Mendling, J., Weber, I., Aalst, W. V. D., Brocke, J. V., Cabanillas, C., Daniel, F., ... & Gal, A.
(2018). Blockchains for business process management-challenges and opportunities.
ACM Transactions on Management Information Systems (TMIS), 9(1), 1-16.
Wynn, D. C., & Clarkson, P. J. (2018). Process models in design and development. Research in
Engineering Design, 29(2), 161-202.