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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INF80028 – BUSINESS PROCESS MANAGEMENT
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