COIT20252 Business Process Management: Case Study Presentation T2 2018

This presentation provides an analysis of a Business Process Management (BPM) case study focusing on an executive division within Health and Human Services. It outlines the organization's background, the problems encountered during an IS project implementation, and the purpose of the project which aimed to improve service delivery and independence from state mainframe computers. The presentation delves into specific issues such as understaffing, lack of organization, inadequate planning, and the challenges faced with IT vendors. The conclusion highlights the project's failure due to poor planning and implementation, emphasizing the importance of feasibility studies, risk management, and employee retention. Recommendations include the need for qualified project managers, contingency plans, and oversight committees to ensure accountability and transparency in government projects. The presentation also raises discussion questions about common challenges in government projects and strategies for increasing project success rates.

Business Process Management

Outline
• Describing the context of the case study.
• Reviewing the details of the organization.
• Describing the particulars of the case study.
• Reviewing the scenario after the case.
• Discussing the problems/challenges.
• Recommending possible solutions.
• Conclusion.

Introduction
• Information systems are essential for the
efficiency of business processes (Kerzner 2017, p
47).
• Unfortunately, most IS projects fail due to lack of
proper implementation.
• Others are cancelled even before completing
their implementation.
• One case study was done in DTA, an executive
division of Health and Human Services in USA.

Introduction
• The health and Human Services is a branch that
caters to the welfare of the people’s social
welfare (Kuilboer, J.P. & Ashrafi 2006, p 123).
• This branch is under the Federal Government,
which also funds its activities.
• This branch has decreased its productivity due to
policies.
• They change too frequently, which makes its
difficult to meet targets.

Organization Background
• The department has four main units. They are
field work, procedure and program,
Information systems and finance.
• Human and Health services has 40 offices in
the nation (Kuilboer, J.P. & Ashrafi 2006, p 125).
• The branch has hundreds of thousands
projects, thousands of case workers and almost
one thousand administrative staffs.

Background
• The commissioner is the highest officer in the
Health and Human Services.
• He or she is appointed by the state’s governor.
• During this case study, the government had laid
of civil servant and replaced them with
automated services.
• Information systems were expected to increase
effectiveness as well as cut operation costs.

Problems
• Executing information system in this branch failed
due to several challenges.
• The first mistake was improper planning (Kerzner
2017, p53 ). The IS project lacked a comprehensive
plan that was supposed to guide it.
• Also, insufficient funding contributed to its failure.
• The staff were not enough as well as
underestimating the time required for that project.

Problem
• All projects should have contingency plans
(Kerzner 2017, p 68).
• This one lacked one and it halted when the first
contractor left.
• Time was wasted trying to find another
contractor to continue with the project.
• After the new contractors embarked on the
project, they proceeded without knowledge of
the previous work.

Part 1
• The vision of this IS project was to deliver quality
services to the people.
• It was also about achieving independence by not
relying on the state’s mainframe computers.
• In particular, the project was a multititier server
architecture (Kuilboer, J.P. & Ashrafi 2006, 127).
• Generally, this project was anticipated to
enhance service in the Health and Human
Service Branch.

Part 1
• Some of the specific expectations were:
• Calculating benefits using departmental policies.
• Enhance correspondence and centralize social
workers; contact.
• Information sharing and access throughout the
department.
• Increase financial accountabilities and operations
such as directly depositing benefits electronically.

Part 2
• This phase mainly involved issues associated with
understaffing.
• Due to lack of sufficient human power, the
project delayed and a lot of time was wasted.
• Lack of organization was also evident, mainly in
how staffs were being employed.
• The chief commission and his assistant were
unable to avail some of the tools needed to
work.

Part 2
• During the designing phase, no encyclcopedias
were utilized (Kuilboer, J.P. & Ashrafi 2006, p
131).
• Also, preparation of the design phase was
overwhelming and slow.
• Too bulky documents were problematic to use
due to their complexity.
• After the design documents were completed,
they did not get enough time for printing.