ITECH 5404 - Process Design: Ballarat Dentistry Business Analysis

This case study provides a comprehensive analysis of Ballarat Dentistry's business processes, utilizing various modeling techniques to identify areas for improvement. The report begins with a process categorization model based on Ear1's classification, followed by an evaluation using the Capability Maturity Model (CMM). A case function matrix is constructed to map processes, and models are developed for both general dental and orthodontic processes. The analysis incorporates the Seven Process Modeling Guidelines (PMG) and calculates cycle times for each process. Based on these findings, the report proposes redesigned process models for both general dental and orthodontic care, aiming to optimize efficiency and reduce cycle times. The report concludes with a discussion of Business Process Management System (BPMS) architecture to support the redesigned processes. This detailed examination offers practical insights into business process management within a healthcare setting.

Running head: BUSINESS APPROACH IN ANALYTICS
Business Approach In Analytics
A Case Study
Name of the Student:
Name of the University:
Author Note:

1BUSINESS APPROACH IN ANALYTICS
Executive Summary
The aim of this report is to provide an overview of the business management process. A
detailed discussion has been carried out on the given case study topic on the basis of the
process modelling of dentistry business. The report primarily discusses the construction of
the modelling of the business process of Ballarat Dentistry. This business process modelling
considers variety of models namely, Capability Maturity Model (CMM), including three
types of approaches which are leadership, team developing, and modelling for managing the
business process. Moreover, several process categorization model of Ear1 or Porter have been
described in the course of this study. This categorization model applies of Dijkman
techniques to prepare a case function matrix to specify all associated process. It also involves
guidelines of 7PMG for discussion. These analytical tools define the design and the process
of the case study of Ballarat Dentistry.

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Table of Contents
Introduction................................................................................................................................3
Business Process Modeling Report for Ballarat Dentistry.........................................................4
 Process categorisation model..........................................................................................4
 Capability maturity model (CMM).................................................................................6
 Case function matrix.......................................................................................................7
 Model for General Dental Process..................................................................................8
 Seven Process Modeling Guidelines (PMG) - general dental discussion.....................10
 Seven PMG – orthodontic discussion...........................................................................11
 Cycle time for General Dental......................................................................................11
 Cycle time for orthodontic care.....................................................................................11
 Redesigning the general dental discussion....................................................................12
 Modified design for the orthodontic model..................................................................14
 Business Process Management System (BPMS) architecture......................................14
Conclusion................................................................................................................................16
References................................................................................................................................17

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Introduction
The management of business process can be defined as the procedure to manage
operations. It includes various methods for discovering, analysing, measuring, modelling,
optimising, and improving the business process. These steps are combination of nature and
science and are responsible for the improvement of the business process. The primary
objective is to bring innovations in the existing process in terms of various aspects such as
cost reduction, execution time reduction, and decrease in the error rate. All these activities are
associated with the process of decision making and ultimately this process is beneficial for
the organization and also for the customers. That is why this process is known as chain of
events that interconnects decisions with the activities by taking action for improvements.
The study of the case of Ballarat dentistry shows that the dentistry is able to offer
various services like normal dental services, cosmetic dentistry, and orthodontics to the
patients. There are three separate departments built to provide these three particular services.
The given case study deals with the scenario where all new patients go through several tests
based on dental health which are prescribed by the dentist. These tests also include
examination of jaw section that helps to assess the joint section of the jaw area. The entire
process takes one hour and thirty minutes to get completed. The, the results of these tests are
discussed with the patients and the dentist gives a schedule for taking care of the problems of
the patients. The dentist also provides a list of packages for the dental care procedures. The
given case study gives scope to discuss the process of business management of Ballarat
Dentistry with the help of the below mentioned steps.

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Business Process Modeling Report for Ballarat Dentistry
 Process categorisation model
This model is associated with the recognition of the process based on the
designation phase which is essential to realise the business process for any
organisation. Here, the association of many other factors are included. During the
designation phase, two important categorizing models are built among several
categorising models which are Michael Porter’s model (proposed in 1985) and Ear1’s
classification which was proposed in 1994. The Porter’s model is termed as value
chain model (Wirtz et al., 2016). This model includes primary, support, and margin
steps along with categorising business process tool. On the other hand, Ear1’s model
consists of all the primary ideas and divided into important step of processes like
support process, core process, management process, and business network process.
The Ear1’s model is described graphically in the context of the Ballarat Dentistry
(Wirtz et al., 2016).

High Process Structure Low
Primary
Value Chain
Target
Secondary
Core Network
Support Management
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Figure 1: Process Categorisation of Ear1’s classification model
(Source: As created by the author)
The Ear1’s model adds up the basic concepts of classification components
through the steps as shown in the diagram. The core process implies the basic ideas of
business operations which are connected with the new customers of Ballarat Dentistry
(Christopher, 2016). The support process displays supportive actions towards the
internal customers based on the core process. The next step shows the business
network procedure that includes various factors like customers, suppliers, and
associates (Pietron, 2011). Finally, the most important process is the management
process which consists of the plans of the organisations with a purpose of controlling
the resources for the advancement of the organisation (Lemańska-Majdzik &
Okręglicka, 2015).

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 Capability maturity model (CMM)
This model is useful for the growth of the organisation in the context of software
development. It is a five level methodology which is shown below in the diagram
(Chen & Wang, 2018) -
Figure 2: Five level process of Capability maturity model
(Source: As created by the author)
The first level is the initial level which is a non-repeatable process and applied to the
unorganised process for achieving success on individual efforts. Next level is the defined
level which indicates the software development for managing the entire business process of
any organisation. It requires documentation and integration process along with
standardisation. Third level is the managed level which is responsible for managing and
monitoring of the procedure by collecting and analysing the personal data of any
Initital
1
Repeatable
2 Defined
3
Managed
4 Optimizing
5
Standard consistent
process
Continuously
improving process
Analytical process Predictable process

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organisation. The final level is the optimising level where the optimisation of the process is
done in order to improve the existing process with the help of feedback (Chen & Wang,
2018).
Therefore, the Ballarat dentistry is in level four that is, the organisation belongs to the
managed level as it is skilled to monitor and manage their own business management process
through the analysis of the data after collecting it. The data consists of information of the
patients who visit the dentist.
 Case function matrix
It is a matrix that builds a landscape model of the process of the business
management. The following table shows the case function matrix of Ballarat Dentistry
using the guidelines
Case types
General Dental Orthodontic Cosmetic
Dentistry
Management
Process X X X
Risk X X X
Operations
Registration X X X
Finding consult X X X
Comprehensive
examination
X X X
Initial & follow-
up treatment
X X X
Maintenance
treatment
X
Panoramic
dental x-rays
X X
HRM X X X
ICT X X X

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Registration or
updating
information of
patient
Comprehensive test
Findings consultant
Initial treatment
giving
Follow up treatment
& maintenance
treatment
Checking for the
coverage of
insurance
Payment making
Next appointment
booking
Support Finance
Development X X X
Table 1: Case function matrix
(Source: As created by the author)
 Model for General Dental Process
Figure 3: Process model of traditional dental process
(Source: As created by the author)
The following diagram shows a comprehensive test of general or traditional dental
process

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Comprehensive test
Examination
of jaw and
jaw joint
Assessment of
Bite
Analysis of
smile
Panoramic
dental X-ray
Figure 4: Comprehensive test shown in the process model for general dental process
(Source: As created by the author)
The following diagram shows the process model for orthodontic care -

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Registration or
updating information
of patient
Panoramic
dental X-ray
Discussion
of findings
Initial treatment
giving
Follow-up
treatment
Checking of
coverage of
insurance
Payments making of
the services
Booking of
Next
appointment
Figure 5: Process model for orthodontic care
(Source: As created by the author)
 Seven Process Modeling Guidelines (PMG) - general dental discussion
There are seven process modelling guidelines which should be strictly
followed during the execution of the process. The described model of the process
follow all the seven guidelines. It includes the route minimisation of the starting and
ending of an event in the structured process model. The activity of the verb-object are
not present in some process model elements (Corradini et al., 2017).

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 Seven PMG – orthodontic discussion
The orthodontic care process model, suggests that all the seven guideline
should be merged for the reduction of the quantity of the elements of the process
model. The ideal requirement is to have minimum routes for each element. Besides,
the model should be structured. According to the PMG guidelines, some error may be
present in the verb-object activity (Corradini et al., 2017).
 Cycle time for General Dental
The time taken for the registering the patient in the system = 30 minutes
Time taken for comprehensive test = 60 minutes + 30 minutes = 90 minutes
Time required for discussing the findings = 45 minutes
Time needed for initial treatment giving process = 60 minutes
Time for maintenance treatment = 45 minutes
Time for making the payment = 5 minutes
Time required to book for next appointment = 5 minutes
Thus, the calculated cycle time for general dental care process = (30 + 90 + 45 + 60 +
45 + 5 + 5) minutes = 280 minutes = 4 hours 55 minutes.
 Cycle time for orthodontic care
Time for registration of patient information = 30 minutes
Time for comprehensive test = 90 minutes
Time for discussing the findings of the report = 45 minutes

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Arrival of the
patients 15
minutes before
Registration or
updating
information of
patient
Comprehensive
test
Discussion of
findings
Initial
treatment
Maintenance &
follow up
treatment
Insurance cover
checking and
payment of the
services
Booking of Next
appointment
Time taken for initial treatment = 120 minutes
Time taken maintenance treatment = 45 minutes
Time required for making the payment for the treatment = 5 minutes
Time taken for booking the next appointment = 5 minutes
Thus, the required orthodontic care cycle time = (30 + 90 + 45 + 120 + 45 + 5 + 5) =
340 minutes = 5 hours 40 minutes.
 Redesigning the general dental discussion
Figure 6: Modified process model for general dental care
(Source: As created by the author)
The following diagram shows the modified comprehensive test

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Comprehensive test
Jaw and jaw
joint
examination
Assessment of
bite
Analysis of
smile
Dental X-ray
Figure 7: Model for modified comprehensive test
(Source: As created by the author)
In the modified process model, the issues are found out during the calculation of cycle
time. The maximum time is taken by the comprehensive test than others. The speed of these
processes will be increased only after the technical improvement of the system and as a
result, the overall time reduction will be made.

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Arrival of the
patients 15
minutes before
Registration or
updating
information of
patient
Panoramic
dental X-ray
Findings
consultation
Initial
treatment
giving
Maintenance &
follow up
treatment
Insurance cover
checking and
payment of the
services
Booking of Next
appointment
 Modified design for the orthodontic model
Figure 8: Modified process model for orthodontic care
(Source: As created by the author)
The primary reason behind the redesign of the model is to address the issue that are
noticed during the cycle time calculation. It is seen that, the maximum time is taken by the
panoramic dental X-ray process. The completion of this process my take up to seven days.
Updating the system to the latest version is required to reduce the taken time and will help to
speed up the completion of the entire orthodontic process.
 Business Process Management System (BPMS) architecture
BPMS contains a conceptual framework that includes several management stages for
the business process that helps to construct business problem solution for various
organisations like Ballarat Dentistry and many more. The stages of the management
processes are process identification, process design, process implementation, process

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control and monitoring (Corradini et al., 2017). The following diagram shows the
stages of BPMS in detail.
Figure 9: BPMS Architecture
(Source: As created by the author)
The identification process indicates the overall view of the flow of the process in the
industry. It also includes several factors and their relationship within the organisation. During
the discovery process or as-is process, the present state of the business is displayed (Corradini
et al., 2017). The performance is measured with respect to the output of the process in this
stage. Their impacts and efforts of the issues are prioritised for resolving those issues (Jacobs
et al., 2014). The improvement stage involves all the modifications required in the existing
DiscoveryoftheprocessAnalysisoftheprocessRedesigningoftheprocessImplementationoftheprocessMonitoring&controllingoftheprocess
Performance observation
Architecture of the process
As-is model of
process
Observation and
impact of weakness
Process model for execution
To-be process
model

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process. Several changes are made in the course of this stage. After that, the implementation
procedure comes where the management of the organisation implements the necessary
changes into action. There are two phases of this implementation procedure which are
organisational change and operational change (Christopher, 2016). The operational changes
suggest the change in way of activity. The final stage discusses about the processes of
monitoring and controlling of the data that are analysed for performance determination.
In the course of this study, the prescribed BPMS architecture is suitable for applying
in the Ballarat Dentistry. The above mentioned steps are used for maintaining the business
process.
Conclusion
The above discussion helps to conclude that, this business process management is
analysed with the explanation of various steps for the case study of Ballarat Dentistry.
Besides, an overview is obtained to design the architectural model of this business
management process. The model includes several analytical tools also that will provide extra
advantage while designing the business process model.

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References
Chen, Y. C., & Wang, Y. J. (2018). Application and development of the people capability
maturity model level of an organisation. Total Quality Management & Business
Excellence, 29(3-4), 329-345.
Christopher, M. (2016). Logistics & supply chain management. Pearson UK.
Corradini, F., Polini, A., Re, B., Rossi, L., & Tiezzi, F. (2017, June). Supporting Multi-layer
Modeling in BPMN Collaborations. In Workshop on Enterprise and Organizational
Modeling and Simulation (pp. 53-67). Springer, Cham.
Jacobs, F. R., Chase, R. B., & Lummus, R. R. (2014). Operations and supply chain
management (pp. 533-535). New York, NY: McGraw-Hill/Irwin.
Pietroń, R. (2016). Best practices in business process modelling. Information Systems in
Management, 5.
Wirtz, B. W., Pistoia, A., Ullrich, S., & Göttel, V. (2016). Business models: Origin,
development and future research perspectives. Long Range Planning, 49(1), 36-54.
.