Birkbeck University Case Study: EA, BPM, and Incremental Change

This assignment presents a comprehensive analysis of the Birkbeck University of London case study, examining the challenges faced by the university, their objectives, and the strategies they implemented to meet those objectives using Business Process Modeling (BPM) and Enterprise Architecture (EA). It explores the methods used for process discovery and the improvements achieved through these initiatives. The assignment includes BPM diagrams illustrating various processes such as shipment processing, order fulfillment, and incident management. Furthermore, it provides a reflective summary on the rationale behind Business Process Modeling and discusses how EA and BPM are linked, along with the impact of incremental changes to EA blueprints on the portfolio of BPM processes. This document is available on Desklib, a platform offering a wide range of study tools and solved assignments for students.

Week 3 Diagram
Logis
tics
Mana
ger
Take out extra
extra insurance insurance
required
Check if extra Fill in a Postinsurance is Always labelnecessary
HardwareRet
ailer
Cler
k special Special Carrier quotes from prepare
Normal Post
Decide if Request Assign a
normal post or carrier &
Goods shipment carriers paperwork
Mode of delivery
to ship
Warehouse
Worker
Insurance is
Add paperwork
Goods availablePackage and move
goods package to
pick area
included in carrier for pick
service
Figure 5.1: Shipment Process of a hardware retailer

Week 4 Diagrams
Pizza Customer
pizza
received
Select a pizza Order a pizza Pay the pizza Eat the pizza
Hungry Hunger
for pizza satisfied
Ask for the
pizza
60 minutes
pizza order
clerk
Pizza vendor
pizza chefdelivery boy
Order
received
Calm
customer
„where is my
pizza?“ receipt
pizza
money
Bake the pizza
Deliver the Receive
pizza payment

Figure 5.2: Ordering and delivering pizza
Article
Available
Check Yes Ship article Financial
availability settlement
Order Payment received
received
no
Procurement
undeliverable
Late delivery
Inform
customer
Customer informed
Inform Remove article
customer from calatogue
Article removed
Figure 5.3: Order Fulfillment

6.1 High level model for quick understanding
Account Manager
Company
1st level support
Software
support2nd levelSoftware development
can handle myself?
handle Yes Explain
question solution
question No
received
Finished?
Handle Yes1st level issue
no
Unsure?
Handle 2nd No
level issue
Yes
Sometimes opinion
Provideof development is
needed feedback
Hi
gh
lev
el
m
od
el
for
qu
ick
un
de
rst
an
di
ng

Figure 6.2: Incident Management as detailed collaboration
Key account manager
VIP customer
Explain
yes Solution
Answer
received
Get problem no Ask 1st level
description support
Customer has Can handle
a problem It myself?
1st Level Support Agent Result?
Handle 1st
Provide
Issue feedback for
level issue AccountResolved
Manager
issue 2nd level
Answer
recevied
Issue
Ask 2nd level
Support
2nd level support agent
Unsure? Result?
Handle 2nd No Issue
level issue resolved
Ticket
received yes Answer Fix in
received Next release Insert into
Product
Sometimes opinion Ask developer Backlog
of development is
needed
Provide
feedback for
1st level
support
Some issues cannot
get fixed right now
but should be fixed
in next release

problem answers
VIP customer VIP customer Can handle myself? VIP customer
Customer Has a Get problem yes Explain solution
Problem description
Key Account Manager Key Account Manager issue Key Account Manager
questions no Key Account Manager Result? Key account manager solution
Ask 1st level support Issue Provide feedback for
account managerresolved
1st level support agent 2nd level issue 1st level support agent
issue
1st level support agent Unsure? 1st level support agent feedback
Ask 2nd level support no Provide feedback for 1st
level support
2nd level support agent yes issue 2nd level support agent
2nd level support agent 2nd level support agent feedback
Ask developer Provide feedback for 2nd
level support
Software developer Software developer
Figure 6.3: Incident Management as choreography feedback
Figure 6.4: Incident Management with human-driven and system-driven pools

Key account manager
VIP customer
Explain
yes solution
Answer
received
Get problem no Send mail to
description support system
Customer has Can handle
a problem myself?
1st level support
Trouble Ticket System
Support2nd level
Result?
Open ticket edit Issue resolved Send mail to
Close ticket1st level ticket account
Issue 2nd level issue
manager
received
Result?
edit Issue resolved
2nd level ticket
Fix in Insert issue
Next release into product
Backlog
1st Level Support Agent
Classify ticket Handle 1st Document 1st
level issue level result
Ticket
received
2nd level support agent
Unsure?
Handle 2nd
no
Document 2nd
level issue level result
Ticket
Received yes
Sometimes opinion Ask developer
of development is
needed

VIP customer
Key account manager
yes Explain
solution
Answer
received
Get problem no Send mail to
description support system
Customer has Can handle
a problem myself?
System
Trouble Ticket
Figure 6.5: This rather simple diagram is all we have to show to the account manager

1st level support
Trouble Ticket System
support2nd level
Result?
Open ticket edit Issue resolved Send mail to
1st level ticket Close ticketaccount
Issue 2nd level issue
manager
received
Result?
edit Issue resolved
2nd level ticket
Fix in Insert issue
Next release into product
backlog
Figure 6.6: This is the only part of the whole collaboration we will execute in a process engine
Week 5 Diagram
7.2.2 Collapsed Sub Process Example
Order
Handling
Approved
Quotation Approve Review
Handling Order Order
Shipping
Handling