INF30005 Business Process Modelling: To-Be Analysis of Coaching

This report presents a business process modelling analysis of 'The Coaching Specialists,' focusing on redesigning their processes for improved efficiency and customer satisfaction. The analysis identifies key issues such as payment inefficiencies and manual interview processes. The proposed solution involves business process redesigning and automation, including the implementation of a BPMN diagram to illustrate the 'To-Be' process. The report details the advantages of automation, such as reduced revenue loss and improved client management, and addresses potential limitations. It further discusses the importance of BPMN elements like events, activities, and gateways in designing an automated system for the organization. Desklib provides a platform to explore similar solved assignments and study resources.

Running head: BUSINESS PROCESS MODELLING
Analysing and Designing To-Be Process Modelling: A Case Study of the Coaching
Specialists
Student Name:
University Name:

1BUSINESS PROCESS MODELLING
Table of Contents
Part 2 - Business Process Improvement Recommendation.............................................................2
Problems faced by the organization.............................................................................................2
Issues within the current business process...................................................................................2
Identification and Analysis of issues...........................................................................................3
Opportunities within existing business process...........................................................................5
Limitations of existing processes.................................................................................................6
Business process redesigning......................................................................................................6
Part 3 - Logical Automated Business Processing............................................................................8
Logical Automated Design for the business process.................................................................10
Importance of Business Process Automation:...........................................................................10
Logical Model Diagram:............................................................................................................11
Bibliography..................................................................................................................................12

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Part 2 - Business Process Improvement Recommendation
Problems faced by the organization
The organization is focused on helping the students in provided assignments. The
coaching specialists are known as agent to meet with the customer’s requirements so that they
are satisfied with the services. Here, in the organization the major client is selected as student
where the organization can look for the individual guide and require mentor for building up
aptitude and skills. In order to meet with the customer’s requirements, the organization connects
with mentor. The development of business process helps the organization to handle bookkeeping
associated with the students, therefore it will help to build and establish connections with the
clients. They can book assignments based on their own demand. There are two main issues
which are analyzed into the current business process of organization such as problems related to
payment and interview method. Related to payment process issue, the client is not making any
such method associated with payment, therefore it leads to huge losses of business. Related to
interview method, no such coaches are accessible; therefore the interview method is manual. It
leads to customer dissatisfaction.
Issues within the current business process
It is analyzed that current business process results into huge losses and money losses
which lead to dissatisfaction of the clients. In this case, it is seen that 30 days are slipped by
accountant and invoice is being provided to the customers. No such payment is got such that the
clerk can maintain client helps to keep in mind the mode of payment. In such case, 90 payments
are come into action, and then the accountant can pay with the clients such that they can know

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the entire payment structure. Unpaid debt sold is collection of office debt due to which the
customers are to be blacklisted. It leads to huge kind of financial losses to the organization.
Identification and Analysis of issues
a. Issue b. Best
Practice
c. Application Description
and/or Solution
Explanation
d. Advantages e. Disadvantages
Huge amount of
money loss due
to disapproval
of clients
BP
Operation
The solution for resolving
this issue is to automate
the entire process flow
within the organization.
The clients will be able to
enroll themselves online
and access services of the
company. The automation
will help to reduce the
loss of money and time.
High revenue
can be
generated by
reduction in
loss of money.
The automated
business process
may lead to
dissatisfaction of
the client as well
as coach as it
would eventually
increase their work
of checking update
on a regular basis.
Unpaid debt are
not cleared as it
is slipped by the
accountant
BP
Operation
The solution against this
issue is to implement an
accounting management
system which will help to
keep track of the receipts
and invoice generation so
that the clients will be
Proper
clearance of the
payments and
invoice
generation.
The accounting
officer may not be
able to properly
operate the
accounting
information system
resulting into

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able to view their unpaid
debts and clear.
errors.
Finding suitable
coach for the
clients
BP
Operation
The selection and
appointing a suitable
coach requires approval
from client. The time
consumed in this process
could be reduced by
automated notification
system which will
intimate the clients about
availability of suitable
coach as per their
requirement.
Proper
allocation and
information
passing to the
coaches.
The coaches may
be dissatisfied due
to checking of
every information
and notification.
Requesting
approval from
clients and
waiting time
increases
resulting into
complexity
BP
Operation
The approval from the
client requires time as
they may not be available
every time so an
automated system online
will reduce the time
complexity. The client
will be able to access the
system as per their own
The waiting
time for client
approval will
be reduced.
The client may not
feel like using the
automated system
as they could not
be familiar with
such technical
systems.

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convenience and give
approval as per the
displayed coach and time.
Involvement of
verifier requires
more than
required thus
length of the
entire business
process
increases
Activity
Elimination
The verifier has to contact
both coach and client
which makes the process
more complex. The
verifier waits for
confirmation from both
parties so that a particular
coach can be assigned to
the client. This process
could be eliminated with
the help of automation
system as the client and
coach both will be able to
check the current status.
The activities
being carried
out by the
verifier will not
be required
after
automation of
the business
process.
The role of verifier
will be eliminated
and it would lead
to unemployment
of the person.
Opportunities within existing business process
The current business process is required of some options. Improvement into the business
platform is required to deal with the business and customer efficiency to some extent. The main
purpose of the organization is to develop online method helpful to assign new coaches into the

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organization. It leads to reduce response time of organization and serves the customers in
effective way.
Limitations of existing processes
The current business process executed by The Coaching Specialists is to fulfill with the
basic requirements of the organization. The business processes are being limited by scalability
and also support to current business requirements. The manual business process which is used in
The Coaching Specialists is consisted of errors as well as it is a time consuming process. The
organization is required of automated process for collecting and processing data and generating
important information. All the payments are done manually which leads to client dissatisfaction,
manual portion of the coach’s lead to consume important organizational time. The business is
based on responses of the project client. The business wastes the time to collect payment and
therefore when the payment is not provided then it will cause blacklist of the customers.
Therefore, the organization is faced of huge losses into their business functions.
Business process redesigning
The business process redesigning is an important tool for the company that is considering
to redesign the entire business process for the profit of the organization or increasing the
revenue. It can be termed as a complete overhaul that is associated with the key business process
of the organization. The business process redesign not only considers the key business aspect it
also helps to provide an effective means to increase the business performance measures which
include key aspects such as quality of service, cost reduction as well as return on investment.
However it is important to recognize the areas where improvement can be made with the
business process redesign. Without the proper assessment of those areas it is not possible to
apply the business process redesign. However there are some areas common to each business

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where the process can be applied. These areas are manufacturing, production, sales and the
customer service which are considered as the critical process of any business.
The company is currently does not have efficient means to deal with the various issues
that it is relevant to the organization. Hence the organization does need to consider the business
redesign process. It will comprise of internal as well as external analysis. After the analysis is
completed, the issues will be documented with proper documentations and those document will
be shared to the important stakeholders. The communication will have an important role to play
in this context. As the success of the process need careful considerations, it is important to have
proper communication right from the process is started so that all the stakeholders are well aware
of the changes in the process for effective and efficient application of the process.
As the process is complex, in order to apply the process with success it is important to
have people who have the expertise as it is required for leading the application of the business
redesign of the process with proper results. Hence it is important to hire experts. Apart from the
hiring the experts it is also recommended that the task is assigned properly to derive better result.
As the process goes through several steps, different expertise is necessary for different tasks and
hence it is required to assign the task to the right people along with hiring the expert team.
The next important step that needs to be followed for the successful application of the
business redesign process is to define the key process indicator. The key process indicator are
defined after the team is ready for the work. There are several parameters that are considered
depends on the organization as well as the nature of the application. However before designing
the key performance indicator it is important to identify the right parameters. Hence some
parameters have been defined in this context for the project. These parameters are cycle time,
mean time to repair, application development. Along with these three important parameters

8BUSINESS PROCESS MODELLING
another parameter that will be considered here is the support ticket closure which is also an
important parameter for this project.
Part 3 - Logical Automated Business Processing
BPMN diagram is constructed to describe a business process. BPMN is a set of graphical
elements that help in the easy development of the simple diagrams that has been familiar to
various business analyst. There are various elements constituted in the BPMN diagram. These
elements have been discussed below. These elements helps in creating varies situations in order
to understand the business model of the company. The approach taken by the business analyst
can be mentioned in the BPMN diagram. These diagrams are helpful in order to connect various
modelling capabilities in a proper manner. The use of the business strategies, critical success
factors and value drivers can be mentioned in the BPMN diagrams. In order to construct a
BPMN diagram certain notations are used. Every notation defines specific meaning and
necessary to describe different business process. This shapes are grouped into certain divisions
such as activities, events, gateways, connectors, pools and artifacts.
Events:
BPMN diagram starts with a round shape which act as a starting point in every diagram.
This can be considered as an initiation process. Every BPMN diagram also ends with an event.
Activities:
Every BPMN diagram also consist of certain activities which describes the business
process. For instance, for an online transaction system for a business, user log in. authentication,
registration are the activities. Activities are defined on a rectangle.

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Gateway:
Gateways split and re-join process flows. They are represented by a diamond shape and
may contain icons to indicate the conditions for splitting and re-joining process flows. It act as
decision point. And depending on the alternatives different activities are applicable.
Connectors:
There are several type of connectors which needs to identify the flow of the diagram. It
assist to understand the direction of the activities as well. Various line textures indicate the
distinction between a flow of activities and a flow of messages.
BPMN Event Symbols
There are a set of commonly used BPMN symbols that are used to represent specific
details within the involved processes. These event symbols can be combined with the others to
produce a meaningful diagram that can help to commute the events leading up to the entire
process. Some of the most commonly used BPMN symbols and their explanations are as follows:
Message symbol – This symbol is used to trigger new or intermediate processes. This
symbol is also often used to mark the termination of certain processes.
Escalation symbol – This allows the diagram to represent steps in the process that
helps to react on an escalation and then traverse to another role within the process.
Such events are only used within sub-processes.
Conditional symbol – Certain business conditions which when met will start,
continue or terminate related processes accordingly.

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Error symbol – This denotes errors that are caught and interrupt the running
processes.
Cancel symbol – Cancels sub-processes.
Terminate symbol – This symbol denotes the triggering of the immediate
termination of any step within the process.
Logical Automated Design for the business process
Importance of Business Process Automation:
Reduced Human Hours: The perfectly or at least properly implemented automation
process can reduce the human intervention time required to complete a process. The business
process automation can check and validate various aspects of the processes to make the work
less time consuming.
Less Error: The human intervention is the main reason behind error in large and complex
processes. These errors occur when a person manually input data and validate a process
manually. The automated process will accurately check the value of every aspect in a process to
make sure that the process is perfectly executed. The system will capture a business document
and automatically process all the information stored in the document. As the conditions and
validation rules are stored in the system, the system makes no mistake to check the process
progress.
Stability in Operation: The daily processes of the organization will be highly stable. This
stability prevents the situation when a document is misplaced or some process step is missed.

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The rigid guidelines that control the progress of each process will ensure that a process is
completed with full integrity from start to finish.
Client Consistency: Each of the client will receive the equal standard of response every
time they will contact organization. This makes the brand more reputable among the customers.
The customers becomes more open about their issues and the organisation can consistent
communication with the client.
Logical Model Diagram:
Figure 1: Logical Model

12BUSINESS PROCESS MODELLING
(Source: Created by Author)

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