Business Process Management Case Study: Coaching Specialists

This report presents a comprehensive case study on The Coaching Specialists, focusing on their business processes. It begins with an executive summary and an introduction outlining the scope of the analysis. The report identifies key assumptions, the problem statement, and issues within the current processes, such as payment and interviewing inefficiencies. It also highlights opportunities for improvement, including the implementation of online systems and automation to reduce response times. The limitations of existing processes are discussed, emphasizing the need for scalability and automation. The report details the steps taken for process re-design, including recognizing the need for change, hiring experts, and defining key performance indicators. A BPMN model is included in the appendices to visualize the current processes. The conclusion emphasizes the importance of technological implementation and automation for business growth. The report provides a detailed analysis of the current business processes and offers suggestions on how to improve them.

Running head: BUSINESS PROCESS MANAGEMENT
Business Process Management: A Case Study of
The Coaching Specialists
Name of the Student
Name of the University
Author’s Note:

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Executive Summary
The report emphasizes a certain number of organization model for the given organization that is
a Coaching specialist. All the details of the application related to business process modelling
methods has been discussed in details in the report. A proper BPMN diagram has been provided
which will be helpful in analyzing the current process in the organization and various kinds of a
business model which are being followed by them.

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Table of Contents
Introduction......................................................................................................................................3
Assumption......................................................................................................................................3
Problem Statement...........................................................................................................................3
Issues in current process..................................................................................................................4
Opportunities in Current process.....................................................................................................4
Limitations of Existing Processes:...................................................................................................5
Steps Taken for Process Re-Designing:..........................................................................................5
Conclusion:......................................................................................................................................6
Bibliography:...................................................................................................................................7
Appendices:.....................................................................................................................................8
Appendix 1: BPMN Model..........................................................................................................8

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Introduction
The following report mainly emphasizes on the different business procedure of a firm
named Coaching Specialist. BPM helps an organization in analyzing the pending task and its
duration. It also helps the organization in analyzing its reports along with a business analysis of
the given automation methods. Therefore, as a result for this organization, the process needs to
be applied for any kind of analysis which is done for automation methods. Coaching specialist is
looking for certain number of process which can be applied to the given system. In the coming
pages of the report, a detailed analysis of organizational model for this organization has been
provided. It is mainly subjected to certain number of discussions in the given report. The process
is applied to for analysis of the organization along with this.
The following report mainly deals with business process which comes up with minor
assumption. The problem identified in both current process and BPMN diagram has been
discussed in details. Apart from this, BPMN diagram has been given report along with various
opportunities and limitation which are there in the report. In the last section of the report, a re-
engineering process has been discussed in details.
Assumption
The development of business processes comes up with some minor assumption which is
included in the given report. It has been analyzed that the overall payment structure of the given
organization is very much linnet and further details have been included in this report.
Problem Statement
Organization is very focused on tutoring of organization which provides help to the
students. A small support is there for the various students in Melbourne. Coaching specialist can
be stated as some type of agents which is there for both private tutors. The ultimate goal of is to
satisfy the requirements of the customer to easily build up relationship. In this scenario, the
major clients are student where the organization can easily look for individual guide or building
up of mentor so they can build aptitude or skill. Organization easily connect with appropriate
guide or mentor for the interest customers. It can easily handle all the various kinds of
bookkeeping which are associated with students. The client of the organization can easily book

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their assignment as per the required demand. A proper analysis of the given model needs to be
done as per the operation. The most vital aspect which needs to be taken into account in the
analysis of the process taking place in organization.
Issues related to process of payment: The client does not make use of method which is
related to payment as it can incur huge amount of loss.
Issues related to interviewing method: In this scenario, no coach is available for the
products of organization which requires manual interview. It will result in overall wastage of
time. Apart from this, it can also result in some kind of dissatisfaction in the clients.
Issues in current process
The present process comes up with certain number of problem which needs to overcome
by the firm. The present working method of the organization can result in loss of huge amount of
money which takes places due to disapproval from the clients. In this scenario, the invoice is
provided by the customer after its slipping from accountant side. It is done such a way that no
payment is provided back to client, so it damages the relationship of clerk with the client. In this
particular scenario 90 payment method is beneficial as it can will be beneficial for improving the
overall payment structure. It is known to a serious kind of issue as it can result in huge kind of
financial loss to the firm.
Opportunities in Current process
The ongoing process in this organization provides a large number of option for enhancing
its overall process. Apart from this, it would be helpful in dealing with efficiency of customer to
a certain extent. The ultimate goal of this organization is to develop an online method which is
helpful in assigning new coaches in the organization. It will ultimately reduce the response time
for the organization. It will help in serving the customer in customers in much better way.
Limitations of Existing Processes:
Though the processes that are being currently executed in The Coaching Specialists can
fulfil organization’s basic requirements, these processes are limited by their scalability and
support to current need only. The manual processes that are used in The Coaching Specialists are
full of errors and very time consuming. The organization needs various automated processes that

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can collect and process data and generate useful and crucial information. The payments are done
manually which result in customer dissatisfaction and manual allocation of the coaches to lead to
consumption of valuable organization time. The business is heavily depended on the response of
the client. The business wastes its valuable time in collecting payment and if the payment is not
done then in blacklisting the customer.
Steps Taken for Process Re-Designing:
The business process reengineering will be applied on business of The Coaching
Specialists for radically redesigning the Coaching Specialists’ core business process for
achieving great enhancement in productivity. Moreover, the cycle time and quality of the
business processes will be dramatically improved. The steps for executing the business process
reengineering in The Coaching Specialists are as described below.
i. Recognizing and Communicating Requirement for Change: The organization is
currently facing various issues for existing business process. The process
reengineering will be done for both the internal and external processes. These
issues will be recorded into a document and share with all the important
stakeholders. The communication is a crucial part of process reengineering
because resistance for change is common in all types of businesses. It is very
important to accept the fact that business process reengineering process is
destined to be failed from the start. Making changes in the whole organization
process of The Coaching Specialists may not be successful in first attempt. The
impact of the process reengineering will not be good for employee. Through
employee engagement, the project can be carried out faster and accurately.
ii. Hiring Experts and Assigning Staff: A highly experienced and skilled team is the
basic need of business process reengineering. The team will have a senior
manager, operational manager and reengineering expert. If the need is felt then
few of the internal staff can be assigned to the project also. The senior manager
will be taking the big decisions while operational manager decides process related
decisions. The whole team will be allowed access to organization data throughout
the life cycle of the project. The staff will be interviewed and asked to attend
group discussions.

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iii. Defining Key Process Indicator: The team will define the key performance
indicators after they are ready to work. The KPI’s that will be considered in this
project are cycle time, mean time to repair, application dev. and support ticket
closure.
Conclusion:
From the above study it can concluded that current process of The Coaching Specialists is
not sufficient enough to support the business growth. The implementation of technologies and
automation of processes is current need of the organization. The report has perfectly captured the
current business process of The Coaching Specialists and described it accurately. The study
could have bee better if few suggestions on business process could be stated. The steps described
for executing business process reengineering is also done properly.

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Bibliography:
Allweyer, T., 2016. BPMN 2.0: introduction to the standard for business process modeling.
BoD–Books on Demand.
de Oca, I.M.M., Snoeck, M., Reijers, H.A. and Rodríguez-Morffi, A., 2015. A systematic
literature review of studies on business process modeling quality. Information and Software
Technology, 58, pp.187-205.

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Appendices:
Appendix 1: BPMN Model

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