Customer Engagement Operations: Business Process Analysis Report

This report provides a comprehensive analysis of customer engagement operations, focusing on business process management and improvement strategies. The study is divided into two parts: the first part explores customer engagement business process management, including self-optimization, load balancing, and dynamic process innovation. The second part delves into business process review and benchmark comparison, analyzing statistical data and customer contact processes to identify improvement strategies. The report covers modelling aspects such as business rules, forms design, and simulation, along with monitoring processes like business activity monitoring and real-time dashboards. The case study of Australian Hardware is used to illustrate the practical application of these concepts, emphasizing employee development and performance monitoring. The report concludes with a summary of key findings and recommendations for optimizing customer engagement operations.

Running head: OPTIMISE CUSTOMER ENGAGEMENT OPERATIONS
Optimise Customer Engagement Operations
Name of Student:
Name of University:
Author’s Note:

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OPTIMISE CUSTOMER ENGAGEMENT OPERATIONS
Executive Summary
The study has been divided into two sections. The first part has been able to state on customer
engagement business process management and the second part has nee able to signify on the
business process review and benchmark comparison. In this part the study has depicted Self
Optimization, Load Balancing Customer Engagement Business Process Management with Self
Optimization, Load Balancing, Dynamic Process Innovation, Real Time Performance
Improvement. The modelling aspect has been identified with Business Rules, Forms Design,
Simulation, Resource Management, Performance Management and the monitoring process has
been discerned with Business Activity Monitoring, Real Time Dash boarding and Process
Instance Search. For the second part after the determination of the statistical data and analysis of
the customer contact process has been identified with the various types of the improvement
strategies. Australian Hardware has aimed assist the individuals in monitoring and supporting
them for the personal growth aspect and development. Some of the main aim of the corporation
has been identified with employee development opportunities and effective implementation of
the business activities. The consistent form of the business monitoring process has been also
evident with the performance monitoring among the employees.

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OPTIMISE CUSTOMER ENGAGEMENT OPERATIONS
Table of Contents
Task 1- Customer Engagement Business Process Management.....................................................3
Introduction......................................................................................................................................3
Optimization....................................................................................................................................3
Modelling.........................................................................................................................................4
Monitoring.......................................................................................................................................6
Automation......................................................................................................................................7
Conclusion.......................................................................................................................................9
References......................................................................................................................................10

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OPTIMISE CUSTOMER ENGAGEMENT OPERATIONS
Task 1- Customer Engagement Business Process Management
Introduction
Australian Hardware is seen to deal with quality hardware products dealing in home
wares, garden supplies and building materials based in Australia and globally. Australian
hardware is further identified as the first store as per the name of Percy’s Home Goods situated
St Sydney 1921. The home goods have been seen to be initially specialised for manufacturing
and selling of small household furniture. The founder of the company has been seen to run the
store as a family business. During the great depression of 1930 Percy’s Home Goods began to
decline. In the next three years the company was seen to close the stores and refused to remove
staff. At present the business has been continued to expand to 138 stores and approximately
100000 staff in the country.
Optimization
 Self Optimization
The self optimization process has been evident with runtime computing management in
terms of the computing environment is identified to be necessity to keep these
environment which needs to be continuous optimization (vom Brocke et al., 2014). This
needs to be introduced with the new paradigm which is seen to focus on self optimization
as per high level business objectives such as revenue maximization.
 Load Balancing

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OPTIMISE CUSTOMER ENGAGEMENT OPERATIONSIn terms of the hardware load balancing, the design is specially seen with balancing of the
task which they are intended to address. The various types of the other load balancer has
been further seen to be evident with the application of KEMP technologies and producing
Server Load Balancer hardware appliances and virtual server load balancers (Rahim et
al., 2016).
 Dynamic Process Innovation
The declining consumer demand has been recognised with the various types of the
innovative measures which have led to full-time staff by the beginning of 1928. In
addition to this, Eric Greenwright has initiated the process of re-training and iniating the
change process with re-training with the existing manufacturing and involving the sales
staff.
 Real Time Performance Improvement
The performance management policy is based on the progress and development of the
individual employees. The main purpose of the policy has been aimed at employee
development opportunities which are recognised with the implementation process
effectively and efficiently. The consistent employee development practice has been
applied throughout the organisation. The of real time performance improvement has been
evident with performance management process by employee and contractors for
Australian Hardware (Margherita, 2014).
Modelling
 Business Rules

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OPTIMISE CUSTOMER ENGAGEMENT OPERATIONSThe business rules ensure that the various types of the operations are not discriminating
against specific suppliers. Some of the other rules has been further seen in terms of the
implementation of the industry regulation and licensing process.
 Forms Design
The form design has been based on safe design for people and declarations for safety in
the overall building process. It has been further discerned that the various types of the
factors for the form design has been based on the series of the improvement process
proposed within the organisation (Martinelli, 2014).
 Simulation
The simulation process of Australian Hardware has been evident with the range of the
online products such as Garden equipments, paint, hardware tools, home wares and
outdoor tools. The simulation process may be defined as those circumstances which may
define the application of specific standards (Dumas et al., 2013). Some of the other forms
of the simulation process have been able to state on the application of the definite
methods to solve the identified problem.
 Resource Management
Recruitment and selection has been guided with the requirement of the specific
legislation and other relevant HRM policies and the application of the same in the use in
organisation for equal opportunity and anti discrimination policies.
 Performance Management
The overall procedure for the performance management has been identified with carrying
out of the biannual performance with the review discussions. The roles and responsibility
of the performance management has been further identified with monitoring the

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OPTIMISE CUSTOMER ENGAGEMENT OPERATIONSindividual performance and refer to the performance management for carrying out of the
tasks associated to the performance management (M. Dumas et al., 2013).
Monitoring
 Business Activity Monitoring
Australian Hardware has aimed assist the individuals in monitoring and supporting them
for the personal growth aspect and development. Some of the main aim of the corporation
has been identified with employee development opportunities and effective
implementation of the business activities (Zaheer.com.au, 2017). The consistent form of
the business monitoring process has been also evident with the performance monitoring
among the employees.
 Real Time Dash boarding
The real time dash boarding has been evident with setting of the targets and performance
with the next six months. Some of the main form of the key areas of the development
process has been evident with the performance in the role of the individual management
members. The real time documentation of the dash boarding is seen to provide important
record for the specific standards, developmental plans and targets. This has been mainly
seen to be done in the various types of the period which has been based on effective
performance of the role (Vom Brocke & Rosemann, 2014).
 Historical Reporting
The job description aspect has been seen with the key process for the recruitment process
which should be finalised with the different types of type other steps. The other important
aspects of the historical reporting have been identified with the responsibilities and the

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OPTIMISE CUSTOMER ENGAGEMENT OPERATIONSchanges pertaining to the consultation process for making the changes as per the past data
(Škrinjar & Trkman, 2013).
 Alerting
It has been seen to be the responsibility of the company with the sustainability principles
and alerting of the management for the breach of the same and knowing about the
opportunities for the improvement in the performance.
 Process Instance Search
The process instance search has been evident with the different types of the power tools
segment and this has been evident with the currently driving infrastructure. The
immediate change process has been discerned with the significant changes in the existing
business process.
 Analytics
The risk management strategy has been seen to be including the different aspects of the
systematic identification, treatment and analysis; wherever the appropriate risk mitigation
implementation process is possible (Skrinjar et al., 2013). The association of the risk
procedure has been further evident with the procurement related activity.
Automation
 Workflow
The main process of the posts has been related to the concurrent advertised with the
external maximizing the chances of attracting best candidates. The main consideration for
the advertising in locations and the publications is likely with the increase in the diversity
in the workforce. The recruitment of the new employees are seen after analysing of the

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OPTIMISE CUSTOMER ENGAGEMENT OPERATIONSexisting workforce which has been seen to be taken into account with the training options
and exploring the other account.
 Exception Management
The competitive process has been identified with the justifiable exceptional
circumstances. The various types of the competitive process has been further based on the
size and the characteristics of the contract which is to be awarded.
 Event Manager
The main aspects of the event management are seen to be managed with the applicants
who are abet to request for the disclosures of such notes which have been seen in the
event of the complaint. The obvious results have been recognised with the personal
derogatory comments which is contained in the notes which are considered with the
unacceptable and discriminatory measures (Bae, Lee, & Moon, 2014).
 System to system integration
The main form of the system to system integration has been determined with resolving of
the complaint. This has been discerned with gaining customer agreement. The individuals
need to further note on the complaint to manage the same using integrated POS/CRM
system. The provision for the adequate resource for the employees is seen to meet with
the safety and system targets. The system to system integration has been also identified
with the occupational hazards and safety management system. This has been identified
with the general guidelines as per the supporting techniques, principles and support
techniques (Zhao & Liu, 2013).
 Data integration

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OPTIMISE CUSTOMER ENGAGEMENT OPERATIONSThe data integration has been discerned with the objectives of health and safety
management system principles. The establishment and the commitment of the health and
safety management and the continuous improvement including the external and internal
audits along with the systematic management review. The company has been further seen
to include the different types of the consideration for maintaining the sustainable system
for the working practices (Vukšić et al., 2013). Some of the other data integration process
has been further seen to be discerned in form guidance for use.
Conclusion
The main consideration has been able to depict self optimization process has been evident
with runtime computing management in terms of the computing environment is identified to be
necessity to keep these environment which needs to be continuous optimization. The declining
consumer demand has been recognised with the various types of the innovative measures which
have led to full-time staff by the beginning of 1928. In addition to this, Eric Greenwright has
initiated the process of re-training and imitating the change process with re-training with the
existing manufacturing and involving the sales staff. The form design has been based on safe
design for people and declarations for safety in the overall building process. Australian Hardware
has aimed assist the individuals in monitoring and supporting them for the personal growth
aspect and development. Some of the main aim of the corporation has been identified with
employee development opportunities and effective implementation of the business activities.

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OPTIMISE CUSTOMER ENGAGEMENT OPERATIONSReferences
Bae, H., Lee, S., & Moon, I. (2014). Planning of business process execution in Business Process
Management environments. Information Sciences, 268, 357–369.
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