INF80028: Analysis of Swinburne Guru Consulting Business Processes

This report presents an analysis of the business processes of Swinburne Guru Consulting (SGC), a small coaching business. The report begins with an organizational overview, detailing SGC's background, services, and structure. It then explores key concepts like Lean, Six Sigma, and Lean Six Sigma methodologies, highlighting their relevance to process improvement. The core of the report focuses on identifying problems within the company's current 'As-Is' processes, particularly concerning resource allocation. A detailed 'As-Is' process model is presented, followed by a proposed 'To-Be' model outlining recommended changes. The report also includes recommendations for improvements and a change management plan. The assignment uses BPMN models to represent the processes and supports the recommendations with references. The report concludes with a summary of findings and suggestions for future improvements to the business processes.

Running head: INF80028 – BUSINESS PROCESS MANAGEMENT
INF80028 – BUSINESS PROCESS MANAGEMENT
Name of student
Name of university
Author’s note:

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Executive summary
This report intends to discuss the aspects the present business processes of the Swinburne
Guru Consulting. The As-Is and the To-Be processes models of the business are created for
understanding the main functions that could be improved. This report intends to analyse one
of the challenges in the present business process of the company and then recommend the
most suitable solution for the issue using BPMN models of the processes. The problem of the
company has been identified and then analysed critically.

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Table of Contents
Introduction....................................................................................................................3
Discussion......................................................................................................................4
Organisational overview............................................................................................4
Background of organisation.......................................................................................4
Lean, six sigma and lean six sigma............................................................................5
Problem identification and analysis...........................................................................6
Resource allocation....................................................................................................6
Performance analysis of current processes................................................................9
Model description.........................................................................................................11
Model description of As-Is process model...............................................................11
Model description of To-Be process model.............................................................16
Recommendations for possible changes..................................................................22
Change management plan............................................................................................23
Conclusion....................................................................................................................24
References....................................................................................................................26
Appendix......................................................................................................................29
Best practices...........................................................................................................29
Process models.........................................................................................................30

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Introduction
The automation of major business process is growing in the companies for
simplifying the methods by which business is conducted. Automation of the business process
helps in gaining more and more customers as customers are attracted to the improved
functionalities of the business. The considered case company Swinburne Guru Consulting is
presently conducting business using the manual processes that are considered as significantly
inefficient and slow compared to the automated processes.
The company intends to analyse the major problems in the business and then
implement some modern methods of conducting business that could improve their business.
This report intends to analyse one of the challenges in the present business process of the
company and then recommend the most suitable solution for the issue using BPMN models
of the processes. The problem of the company has been identified and then analysed
critically. It could be considered that there are some benefits of the manual processes
practiced in the company but with the increase of the number of clients in the company, the
management of the coaches and clients have become significantly difficult. The
recommendation of the possible changes have been provided in this report and then suitable
recommendation on the change management plan has been provided in this report. Lastly this
report concludes with an appropriate conclusion for the report.

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Discussion
Organisational overview
Background of organisation
The organisation Swinburne Guru Consulting is the small business based in the area
of Hawthorn that was mainly established around January 2012 and presently operates from
the office situation in the area of Hawthorn. Emily Sodapop is presently the owner of this
business and she have hired four permanent employees. The business of Swinburne Guru
Consulting offers the clients with the coaching to the individuals as well as the organisations
in the areas of efficient teamwork, leadership as well as the personal performance coaching.
The main process of coaching is conducted the owner and the efficient team of coaches who
work on the basis of the session by session. Other coaches provides their services as the
subcontractors. The organisational structure of Swinburne Guru Consulting allows them to
perform their business efficiently. At the top of the organization, Emily works as the head of
the organization and a receptionist and personal assistant works under her. A part-time
bookkeeper has been hired in the company for managing the accounts of the organization.
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The company also employed the coaching administrator as the part time basis for handling
the coaching provided by the company. The client relations manager mainly deals with the
clients as well as the coaches of the organization. As the company mainly utilizes the
specialized job functions, the company is able to provide the most optimized coaching
facilities to the clients.
Lean, six sigma and lean six sigma
Lean methodology: This particular methodology could be described as the concept
which mainly intends to, as it is the major efficient method of improving the business,
improving the processes. The main idea behind this is the maximising the main value that is
added to any customer, at similar time minimising the waste. The lean business process
management is commonly used for creating the increased value using the fewer resources as
well as costs. Any lean organisation is among the one who efficiently understands the value
of major customer value and then focusses the critical processes on accurately increasing it.
The six sigma mainly seeks the improvement of the quality of the output of any
process. This specific methodology emphasises on the identification and the removal of
major causes of defects and then minimising the variability in the processes for driving
improvement. The six sigma mainly drives the improvements by the management of variation
and minimising the defects within any processes. All the processes could be defined,
analysed, measured, enhanced as well as efficiently controlled for driving the repeatable as
well as predictable performance.
The lean six sigma could be described as the methodology that helps any business in
reducing the variability in the services as well as products for allowing the reduction of
waste, improvement of efficiency, and increase the customer satisfaction. The business
problems could be efficiently solved using the extensive application of the analysis tools as

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well as accurate data collection. The main training that is received by the users of the lean six
sigma has been considered as significantly intensive, progressing using the various
complicated levels on basis of the experience as well as accomplishment. The professional
practitioners as well as consultants of lean six sigma commonly work for becoming certified
at various levels, with increasing the ability for helping in guiding the implementation and
development of the lean six sigma methodology.
From the analysis of the three methodologies discussed, it could be analysed that the
most appropriate methodology that could be used is the lean six sigma methodology as this
method would be most effective for the company to collect the data of the issues faced by the
customers and then implement the most appropriate solution in the company.
Problem identified in as-is model
The main aim of this part of the report is to identify the major problems that are
identified within the As-Is model. The present process of Swinburne Guru Consulting
Company, the coaching process mainly initiates when any customer places the call in the
company for booking an assignment. There is an issue faced with the receptionist section that
needs to be managed properly so that it can perform the activities. The receptionist receives
this call and then takes all the details of the client and then searches the database for the
available specialist. When the specialist is available, then coaching the coaching is initiated
and if the specialist is not available then the company advertises for the specialists and then
coaching is provided to the client. This is the main process of providing coaching to the
clients in the company. From this point of view, it could be analysed that the company
manages the resources efficiently and allocates the appropriate resources to the appropriate
tasks. The coaching staff provides the coaching to the clients and the accounts department is
efficiently handled by the bookkeeper. Thus it is important for the organization to manage
each client’s effectively within time.

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Resource allocation
The aspect of resources allocation could be described as the procedure of assigning as
well as managing the assets in proper manner such that the strategic goals of the company are
supported using this method (Kogan et al. 2017, p. 667). The resource allocation mainly
includes the management of the tangible assets such as the hardware for making the most
appropriate use of the softer assets like the human resource. The resource allocation mainly
includes the balancing of the competing requirements and the priorities as well as
determining most efficient action course for maximising the efficient utilisation of the limited
resources and then gain the most return on investment (Herrera and Botero 2016, p. 520).
While practising the resource allocations, the organisation are required to establish the
required end goal namely the increased revenue, improved productivity or the improved
brand recognition. In the situation of the Swinburne Guru Consulting, the main goal of the
company is improving the productivity and it allocates the resources for executing the
coaching assignments accordingly. The main hierarchical nature of resource allocation
process includes the lower level actors defining the initiatives that are mainly endorsed by the
mid-level management, and all of them efficiently operating in the structural context
influenced by the top management, fits accurately with dual imperative of the search
processes for the both exploring the new bases of required action and the exploiting
intelligence of the present knowledge (You et al. 2016, p. 1397). The potentially wide parallel
effort of search that are permitted by the lower level definition is mainly suited for the
exploration. The broad set of the initiatives might be defined accurately and each of these
potentially speaking to the various facet of internal or the external environment faced by this
particular lower level actor (Simonsen 2018). The main resource commitments liked with
each of the initiatives is highly probable to the relatively modest. Indeed, in several

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situations, it is probable to comprise of the time as well as the operational resources
unofficially borrowed from the prevailing previously endorsed initiatives (Zheng et al. 2015).
Resource allocation has been considered as significantly central to each of the
development processes and in all the fields, and the main issues of the proper understanding
and the documentation of this aspect is important for policy makers for focussing on for
enabling them with prioritising on the problems for the benefit of the company and mitigate
the main issues of the company (Boshkovska et al. 2015, p. 2083). It is therefore, crucial to
utilise the proper approaches of the resource allocation in accordance to the provided budget
and the accessible local resources for supporting the company and the business processes of
the company. Resource allocation as the discipline or even as process could be efficiently
defined in the simplest form as the process of segregating and the distributing the available,
the restricted resources to the competing, alternative utilisation that efficiently satisfies the
unrestricted wants and the requirements (Zhang et al. 2015, p. 3482). It could be considered
that any efficient resource allocation mainly exists if the company has achieved the highest
probable stage of the satisfaction of the requirements and the desires from all the accessible
resources and the allocation of the resources cannot be done differently for achieving any
significantly greater satisfaction. The resources in the company could take the form of the
financial resources, the human resources, the material and the equipment required for
achieving any specific goal and then ultimately the infrastructure facilities required for
developing any specific area.
It could be considered that any successful businesses are presently discovering the
most appropriate methods of improving the profitability levels, streamlining the costs and
then eliminate all the waste (Fang et al. 2016, p. 3723). The most appropriate resource
management solution would help the companies with eliminating the most common problems
liked with the improper resource planning like the lack of visibility of the actors of processes,

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the lack of understanding of the accessible talent in the organisations, the numerous
resourcing conflicts, the increased risks in the projects, or even the over utilisation of the
staffs. It could be analysed that the most important benefits of the proper resource allocation
mainly includes the increased revenue, the conflict resolution, improvement of the tasks
delivery, and the reduction of the costs of administration (Hameed et al. 2016, p. 752). The
proper resource allocation in the companies mainly assists with the assessment of the
resource utilisation is on daily, monthly or even weekly basis, assisting with the ensuring the
most valuable resources are utilised for maximising the effect, the workload has been
balanced for avoiding any sustained periods on the time on bench (Samimi, Teimouri and
Mukhtar 2016, p. 203).
The resources of the company mainly includes all the hardware, software and the
human resources. The hardware and the software are mainly handled by the IT department
and the human resource are mainly handled by the human resource department. Whenever
any resource is required for completing any particular task, that resource is provided to that
task for completing it efficiently.
Performance analysis of current processes
The performance analysis could be described as the procedure of studying or even
evaluating the main performance of any specific scenario compared to the objective to what
was earlier achieved (Jouppi et al. 2017, p. 03). The performance analysis could be done in
the finance department based on the ROI and the profits. In the HR department, the
performance analysis mainly helps with the reviewing of the contribution of the employees
towards to the assignment that has been allotted to them. The main three steps that could used
for conducting the performance analysis of the current processes of the business are:

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Data collection: This could be described as the procedure using which the data
associated to the performance of any program has been collected (Hughes and Bartlett 2015,
p. 18). It is commonly collected within any file, it might be accurately presented to any real
user in any real time. The fundamental techniques of data collection could be considered as
the profiles, the counters and the events. The profile mainly records the time that has been
spent in the various parts of program (Thornburg, Bai and Heath 2016, p. 4066). This
particular process has been considered as significantly important for the highlighting of the
problems in the performance of any individual (Chen and Shen 2017, p. 3096). The counters
mainly gathers the frequencies or even the cumulative number of the events. It might need the
intervention of the programmer (Amershi et al. 2015, p. 338).
Data transformation: This process is mainly applied frequently for reducing the
significant volume of the data (Ruiz and Granja 2017, p. 2107).
Data visualisation: Even though the techniques of the data reduction could help in
reducing the main volume of the data, it has been frequently used for exploring the raw data
(Ding, Xu and Zhu 2016, p. 2507). this particular process could significantly benefit
significantly more from proper utilisation of the techniques of the data visualisation (Sever
2015, p. 44).
The main aspects of the performance analysis of the organisation encompasses the
scope, cost, quality, resources data and the schedule that makes up the program performance
analysis. For the Swinburne Guru Consulting, the main component that could be used for
analysing the performance is the ROI. With the utilisation of the process of Return On
Investment metric, the monetary value is efficiently attached to all data associated with the
net benefits of the company (Garetto, Leonardi and Martina 2016, p. 12). These benefits
commonly could be in form of the savings on the costs, the profit contributions, the surplus in

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the quantity of the output and the monetized improvements of the quality (Sun et al. 2017, p.
797). The cost could be for the maintenance, the design and the development, the resources,
the cost of project management improvement, the travelling expenditures, and the training
costs in the company (Lai and Hitchcock 2015, p. 243). From this perspective, it could be
analysed that the return on investment is presently rising in the business as the business is
gaining more and more customers. There are no major investment required in the company,
just the maintenance costs, and it provides the opportunity for the company to gain major
benefits.
The other metric that could be used for efficiently evaluating the performance of the
company is the method of productivity (Gopalani and Arora 2015). The productivity metric
mainly measures the amount of the output that is produced per unit of input. The most
common procedure of measuring the productivity is the calculating of the revenue gained per
employee. The cost of quality could be considered as another metric that could be used for
evaluating the performance. The cost of quality mainly represents the money that has been
lost because of the defective goods or even the offerings of the services (Vollaro et al. 2015,
p. 88). It could be easily calculated by the segregation of the cost of the quality by actual cost.
The overall materials, the labor as well as the overhead costs are primarily linked to the
imperfections concerning to the processes for the delivery of the products or the services that
are falling short of the expectations.
Model description
Model description of As-Is process model
Activity/gateway type Description
Process of visiting website for assignment
booking
Client books an assignment through the
website of the compant

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Process of obtaining request of coaching
assignment
Receptionist receives the details of the
coaching assignment from the database of
the company
Check customer details Customer details are checked for
determining whether customer is new or old
Receive details and additional details of
client
Client details are checked and if additional
details are required then details taken
Assignment creation sub-process This task is a sub-process where the
assignment is created
Confirmation of assignment creation Notification is provided to coaching
specialist regarding assignment creation
Gains request of assignment Coaching specialist receives the request
Searching database for coaches Coaching specialist searches for appropriate
coach
Check availability of coach The availability of coaches is checked and
based on that the notification is provided
Exclusive gateway This gateway is used for checking the coach
availability
Client requested for specialist Check if the client has requested for
specialist coach
Coach interview process This process is a sub-process where the
coaches are interviewed for hiring
Check availability of coach The availability of specialist coach is
checked and then notification is provided
Exclusive gateway This gateway is used for checking whether

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the specialist is available or not. If coach is
available then recommendation is provided
to scheduler, and if specialist is not
available then client is notified for booking
cancellation
Gain assignment by Scheduler The assignment is received by the scheduler
for checking the time slot
Check availability of time slot The availability of time slot of the coaches
is checked
Exclusive gateway This gateway is used for checking the
availability of time slot. If time slot is
available then the booking is sent to
coaching specialist for checking the
database again
Approval of assignment The assignment is approved
Gain assignment by verifier Verifier receives the assignment for
consulting the coach and client for
proceeding with the booking
Contacting coach and client The client and coach is contacted for
verifying the confirmation of booking
Check if coach and client agree to proceed
with coaching
This process is used for checking whether
the coach and client agrees to proceed with
coaching
Coaching process Coaching process is initiated when the
confirmation is gained

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Finish coaching Coaches finishes the coaching assignment
Gain notice of finished assignment Client relations officer receives the
notification of assignment completion
Creation of invoice Invoice is created of the assignment
Contacting coach and client for feedback Coach and client are contacted for gaining
the feedback
Compiling report based on feedback Once the feedback is gained then report is
compiled
Generate invoice for payment Payment invoice has been generated for the
assignment
Make payment Client makes the payment when they obtain
the invoice
Check if payment is successful The payment is checked whether it is
successful or not
Exclusive gateway This gateway is used for checking whether
the payment has been successful or not
Send reminder for payment If the payment is not successful then
reminder is sent to the client for making the
payment
Blacklist client The client is blacklisted if the payment is
not received after sending the reminder to
the client
Assignment complete The assignment is complete
Assignment creation sub-process
Receive call from client Receptionist receives the call for booking

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assignment
Check customer details Customer details are checked for
determining whether customer is new or old
Receive details and additional details of
client
Client details are checked and if additional
details are required then details taken
Take assignment details The details of assignment are accepted
Assignment creation for verification The assignment details are accepted for
checking the availability of coach and time
slot.
Payment sub-process
Receptionist receiving invoice of
assignment
Receptionist receives the invoice of
completed assignment
Contact client for payment Client is contacted for payment
Receiving credit card details Receive the credit card details of the client
Receiving debit card details Receive the debit card details of the client
Preparing invoice for bank The invoice is created for the bank
Sending request to bank for payment The invoice is sent to the bank for making
the payment
Confirmation of deposit Bank sends the notification of completed
payment
Payment confirmation The payment confirmation is sent to client
of the completed payment
Coach interview process
Obtain request for the specialist coach Request is made to the company for
specialist

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Advertisement creation Advertisement is created for interviewing
coaches
View advertisement Coaches views the interview advertisement
Visiting company for interview Coaches visits the company for interview
Take interview Coaching specialist takes the interview of
the coaches
Hire interviewee Decision is taken for hiring or rejecting
interviewee
Exclusive gateway This gateway is used for deciding whether
the interviewee is hired or rejected
Notification Notification is provided to the interviewee
and the client about the coach hiring
Conduct coaching sub-process
Client visits company The client visits the company for coaching
Client enters classroom The client visits the classroom
Provide teaching Coach provides the coaching
Provide materials Coach provides the teaching materials
Provide notification of exam Coaches provides the notification of exam
Take exam Clients appears in the exam
Results Results are generated
Provide feedback Feedback is provided by the client and the
coach to the higher authority
End coaching process End of coaching process

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Model description of To-Be process model
Activity/gateway type Description
Process of making call Client calls the company for assignment
booking
Process of receiving call Receptionist receives the call for booking
assignment
Check customer details Customer details are checked for
determining whether customer is new or old
Receive details and additional details of
client
Client details are checked and if additional
details are required then details taken
Assignment creation sub-process This task is a sub-process where the
assignment is created
Confirmation of assignment creation Notification is provided to coaching
specialist regarding assignment creation
Gains request of assignment Coaching specialist receives the request
Searching database for coaches Coaching specialist searches for appropriate
coach
Check availability of coach The availability of coaches is checked and
based on that the notification is provided
Exclusive gateway This gateway is used for checking the coach
availability
Client requested for specialist Check if the client has requested for
specialist coach
Coach interview process This process is a sub-process where the

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coaches are interviewed for hiring
Check availability of coach The availability of specialist coach is
checked and then notification is provided
Exclusive gateway This gateway is used for checking whether
the specialist is available or not. If coach is
available then recommendation is provided
to scheduler, and if specialist is not
available then client is notified for booking
cancellation
Gain assignment by Scheduler The assignment is received by the scheduler
for checking the time slot
Check availability of time slot The availability of time slot of the coaches
is checked
Exclusive gateway This gateway is used for checking the
availability of time slot. If time slot is
available then the booking is sent to
coaching specialist for checking the
database again
Approval of assignment The assignment is approved
Gain assignment by verifier Verifier receives the assignment for
consulting the coach and client for
proceeding with the booking
Contacting coach and client The client and coach is contacted for
verifying the confirmation of booking
Check if coach and client agree to proceed This process is used for checking whether

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with coaching the coach and client agrees to proceed with
coaching
Coaching process Coaching process is initiated when the
confirmation is gained
Finish coaching Coaches finishes the coaching assignment
Gain notice of finished assignment Client relations officer receives the
notification of assignment completion
Creation of invoice Invoice is created of the assignment
Contacting coach and client for feedback Coach and client are contacted for gaining
the feedback
Compiling report based on feedback Once the feedback is gained then report is
compiled
Generate invoice for payment Payment invoice has been generated for the
assignment
Make payment Client makes the payment when they obtain
the invoice
Check if payment is successful The payment is checked whether it is
successful or not
Exclusive gateway This gateway is used for checking whether
the payment has been successful or not
Send reminder for payment If the payment is not successful then
reminder is sent to the client for making the
payment
Blacklist client The client is blacklisted if the payment is
not received after sending the reminder to

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the client
Assignment complete The assignment is complete
Assignment creation sub-process
Receive call from client Receptionist receives the call for booking
assignment
Check customer details Customer details are checked for
determining whether customer is new or old
Receive details and additional details of
client
Client details are checked and if additional
details are required then details taken
Take assignment details The details of assignment are accepted
Assignment creation for verification The assignment details are accepted for
checking the availability of coach and time
slot.
Payment sub-process
Receptionist receiving invoice of
assignment
Receptionist receives the invoice of
completed assignment
Contact client for payment Client is contacted for payment
Receiving credit card details Receive the credit card details of the client
Receiving debit card details Receive the debit card details of the client
Preparing invoice for bank The invoice is created for the bank
Sending request to bank for payment The invoice is sent to the bank for making
the payment
Confirmation of deposit Bank sends the notification of completed
payment
Payment confirmation The payment confirmation is sent to client

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of the completed payment
Coach interview process
Obtain request for the specialist coach Request is made to the company for
specialist
Advertisement creation Advertisement is created for interviewing
coaches
View advertisement Coaches views the interview advertisement
Visiting company for interview Coaches visits the company for interview
Take interview Coaching specialist takes the interview of
the coaches
Hire interviewee Decision is taken for hiring or rejecting
interviewee
Exclusive gateway This gateway is used for deciding whether
the interviewee is hired or rejected
Notification Notification is provided to the interviewee
and the client about the coach hiring
Conduct coaching sub-process
Client visits company The client visits the company for coaching
Client enters classroom The client visits the classroom
Provide teaching Coach provides the coaching
Provide materials Coach provides the teaching materials
Provide notification of exam Coaches provides the notification of exam
Take exam Clients appears in the exam
Results Results are generated
Provide feedback Feedback is provided by the client and the

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coach to the higher authority
End coaching process End of coaching process
Recommendations for possible changes
The main issue that has been reported by the authorities of the company is that the
clients sometimes wishes to place their booking using the internet platform or even the call or
even face to face conversation. In the present business conditions, the company only provides
the customer with the opportunity of placing their bookings using calls and no internet
platform has been provided for booking the assignments. For eliminating this issues of the
clients, the company could implement the functionality of website in the company. For
implementing the website in the organisation, the best practice that is being used is the
integration. The website and the online platform is being integrated with the present phone
method of placing the booking for assignment. It would provide the clients to check the
availability of the classes according to their specifications and then book any appointment in
the company. The clients are required to create an account in the company that would be used
by the client each time they want to book any assignment. The client would provide their
login credentials in the form provided in the website. If the login credentials are correct, then
the client is provided access for booking the assignment and if the login credentials are not
correct then they would be transferred back to the homepage where they would have to
provide their login credentials again. When the client enters the website then they could
select the assignment that they want to book and then click on confirm. The website would
provide the notification of confirmed booking if the specialist tutor is available for that
assignment. If the tutor is available then all the preferred timings page would be provided to
the client who could then select the most appropriate timing. If the tutor is not available then
the website displays a message displaying that the tutor is not available now and ask the

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client if they want any notification or not when the tutor are available. If the client agrees to a
notification, then the webpage confirms the booking and the client would be notified by the
receptionist when the specialist is available. Meanwhile the company would advertise for the
skilled specialist for hiring and when the specialist has been hired then notification is
provided the client accordingly. Then the client reaches the company for the coaching process
as per the preferred time slot and then gain the required coaching. When the coaching is
completed then the verifier and the client relations officer asks for the feedback from both the
client and the coach. When the reports are gained then a complied report is generated for any
future reference. When the coaching is completed then the bill is passed on to the bookkeeper
and then appropriate payment is made to all the accurate bodies. If the customer does not
make the payment in time, then a notification is provided in their account on the website
notifying of the pending payment, and still if the client does not make the payment in time,
then the account of the client is blocked permanently by the company.
Change management plan
As the organisation is facing significant changes in the business processes, the change
management plan is required to be developed in the organisation for handling the sudden
developments in the organisational functions. The change could be considered as
significantly constant and required for the growth as well as the profitability. The consistent
process of change management would aid in the minimisation of the impact of the changes on
the administration. For ensuring that the change management is efficient and successful, the
brief recommendations provided are:
Identification of the process that would be improved: As majority of the changes
mainly occurs in the improving of process, outcome or the products, it is significantly critical
to analyse and identify the emphasis and clarifying the goals. It includes the identification of

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the resources as well as the individuals that would facilitate this procedure and lead
endeavour. For the Swinburne Guru Consulting, the identified process that is required to be
primarily improved is the process of placing the bookings. Presently the company utilises the
call system for receiving the bookings of the customers, but now the company needs to
implement the website for allowing the simplified method of booking for the customers.
Present the robust business case to the stakeholders: It could be considered that there
are mainly several layers of the stakeholders that involves the upper management who both
direct as well as finance the endeavour, champions of process and the individual who are
straight connected to the instituting the new normal. Each of the stakeholders of the business
has some specific expectations and requirements from the company, and the change plan is
required to be presented to the stakeholders for signing off all the stakeholders for the project.
In Swinburne Guru Consulting, the main stakeholders are client, upper management,
receptionist, the client relations officer, the account department and the verifier as well as the
scheduler. All the stakeholders are required to be conveyed the major benefits of the changes
that are being introduced and any recommendations provided by the stakeholders are required
to be considered. With the conveying of all the information of the implemented change, the
company employees would be prepared for any kind of new challenge that emerges from the
implementation of the changes in the company.
Conclusion
Therefore, it could be concluded that the present business process of the Swinburne
Guru Consulting is not efficient enough to handle the increasing number of the customers and
changes are required in the company. The foremost change that could be implemented in the
organisation is the introduction of the internet platform for the customers. The aspect of
resources allocation could be described as the procedure of assigning as well as managing the

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assets in proper manner such that the strategic goals of the company are supported using this
method. The resource allocation mainly includes the management of the tangible assets such
as the hardware for making the most appropriate use of the softer assets like the human
resource. Resource allocation has been considered as significantly central to each of the
development processes and in all the fields, and the main issues of the proper understanding
and the documentation of this aspect is important for policy makers for focussing on for
enabling them with prioritising on the problems for the benefit of the company and mitigate
the main issues of the company. The performance analysis could be described as the
procedure of studying or even evaluating the main performance of any specific scenario
compared to the objective to what was earlier achieved. The performance analysis could be
done in the finance department based on the ROI and the profits. For eliminating this issues
of the clients, the company could implement the functionality of website in the company. For
implementing the website in the organisation, the best practice that is being used is the
integration. The website and the online platform is being integrated with the present phone
method of placing the booking for assignment.

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Appendix
Best practices
a. issue b. best practise c. solution
description
d. advantages e. disadvantages
Customers not
able to place
their booking
using online
platform
L (Control
relocation)
The solution
that is being
implemented in
the company is
introduction of
website for
allowing the
clients to place
their booking
using online
platform.
Customers
could place
their booking
easily using the
online platform.
The clients
would not have
to visit the
company each
time for making
any booking
The
introduction of
website
introduces the
threat of data
theft. The data
of the company
that is being
stored in the
database could
be subjected to
data theft.

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Process models
Figure 1: Main As-Is process model
Source: (Created by author)

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Figure 2: Create assignment As-Is sub-process
Source: (Created by author)

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Figure 3: Manage Payment As-Is sub-process
Source: (Created by author)

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Figure 4: Search for coach As-Is sub-process
Source: (Created by author)
Figure 5: arrange and verify schedule As-Is sub-process
Source: (Created by author)

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Figure 6: Main To-Be process model
Source: (Created by author)

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Figure 7: Assignment creation To-Be sub-process
Source: (Created by author)

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Figure 8: Payment To-Be sub-process
Source: (Created by author)

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Figure 9: Interview To-Be sub-process
Source: (Created by author)
Figure 10: Coaching procedure To-Be sub-process
Source: (Created by author)