INF80028: Business Process Management Report on Maroondah Hospital

This report presents a comprehensive business process analysis of Maroondah Hospital, examining its current operational procedures and identifying key issues. The study focuses on the perspectives of various user groups, including patients, doctors, and therapists, highlighting the hospital's reliance on manual systems and the need for automation. The report meticulously outlines the existing processes, from patient registration to therapy sessions, and pinpoints significant problems, such as prolonged patient waiting times and communication breakdowns between departments. It explores the causes and effects of these issues, emphasizing their impact on customer satisfaction and business efficiency. The report also details the limitations of the current system and proposes improvements to enhance communication and streamline operations. BPMN diagrams are used to illustrate the 'as-is' process model. The report concludes with recommendations for process changes to improve the overall performance of the hospital.

Running head: BUSINESS PROCESS MODEL
BUSINESS PROCESS MODEL
Name of the Student:
Name of the University:
Author Note

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Executive Summary:
The report deals with the case study of the Maroondah Hospitals. The discussions have been
projected towards the utilization of the business process models within the organization. The
issues in the current business procedures are being highlighted. The business Process modeling
methods and conventions have been used here for the identification of the issues and the
illustrations includes in the report identifies the causes and the effects of the issues which are
identified in the system of Maroondah Hospital.

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Table of Contents
Introduction......................................................................................................................................4
Assumptions....................................................................................................................................4
Overview of BPM............................................................................................................................4
Process analysis...............................................................................................................................5
Design and development..................................................................................................................5
Statement of the problems...............................................................................................................6
Issues and opportunities of the current process...............................................................................6
Waiting time................................................................................................................................6
What are the problems/issues?.................................................................................................6
Why are the key problems/issues?...........................................................................................6
Why need to consider fixing them?.........................................................................................6
What are some of the opportunities after solving these problems/issues?..............................6
Need for change of the process................................................................................................6
Limitations of the process........................................................................................................7
Communication............................................................................................................................7
What are the problems/issues?.................................................................................................7
Why are the key problems/issues?...........................................................................................7
Why need to consider fixing them?.........................................................................................7
What are some of the opportunities after solving these problems/issues?..............................7
Need for change of the process................................................................................................7
Limitations of the process........................................................................................................7
BPMN Diagrams.............................................................................................................................8
As is process model.....................................................................................................................8
Conclusion.......................................................................................................................................9

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Bibliography..................................................................................................................................10
Appendix........................................................................................................................................11
Testing Process..........................................................................................................................11
Therapy Process.........................................................................................................................12

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Introduction
Business process management is a very important process for any type of organization. The
Maroondah Hospital is no exception to this discussion. The organization is located around the
Ringwood East region. The various user groups identified for the discussions are patients,
doctors, test experts, therapists, and nurses. The users currently work manually in the system and
the organization needs an automated solution to resolve their issues. The report has been used
here for the discussion of the issues arising in the system. The discussions here have been
Assumptions
It has been assumed that the organization works in the primitive conventions and hence,
the procedures performed currently in the organization are generally. It has also been assumed
that the doctors referring to other doctors would be done within the organization. In addition to
this, it has been assumed that the testing and therapy procedures would be conducted within the
organization only. Hence, it is an important consideration to be made that the only external entity
within the scope of this discussion is the patient object.
Overview of BPM
Business process management is referred to the discipline within the operation
management that involves using different methods for the purpose of identifying the business
process that takes place within an organization. The Maroondah Hospital is situated at the
Ringwood east region area so that it can offer better services towards the patients. However, with
the increase in population, it has been observed that the need for efficient technology and an
automated healthcare system is much needed within the organization. This will engage the
customers and better support will be offered towards them. The business process management
tool is used for the purpose of designing the current structure that is maintained by the
organization and the future expected process that is going to be integrated. The key benefits that
are offered with the use of business process management are that it increases the employee
satisfaction rate, the sustainability also increases. Along with this the efficiency and consistency
also increase. The automated system within healthcare will ensure that the performance has
increased with a better system.

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Thus it is expected that the business process can be determined properly with the help of
proper analysis and implementation. Business process management helps in improving the
performance and also helps in determining the management processes that take place within a
system. This helps with having a clear strategic direction and ensures that the resources are
successfully aligned with the business objective. The BPM model is designed for the purpose of
describing the current system and to- be model for the Maroondah Hospital. The to-be model is
designed for the purpose of increasing the services that are offered towards the patients.
Process analysis
The current system of the organization aims at offering services towards the patients effectively
so that the performance can be determined properly. The current system process starts when the
patients register themselves at the receptionist. After this, the receptionist is responsible for
creating an appointment with the patients. Based on this the diagnosis is provided towards the
patients. After all the procedure is completed the patients are provided either with the next
scheduled diagnosis date or the patients released. The process is linked with each other and thus
it becomes essential to ensure that each phase has been executed properly. The doctor also
carries out several tests for the purpose of offering better treatment towards the patients. The
prescriptions are further transferred to different doctors based on their needs. Thus the process
can be managed effectively with the help of proper business processes.
Design and development
The Maroondah Hospital focuses on offering advanced services towards the patients so
that it becomes easy to offer them with better health facilities. The major issue that is identified
within the healthcare organization is that they are unable to offer better customer satisfaction.
Thus this factor is hampering the performance of the organization immensely. This is expected
that the change in the process would increase efficiency and will also enlarge the customer base.
The design of the system is mainly manual based that aims at offering better customer services.
The improved process will help in enhancing the services effectively. The system is designed for
the purpose of offering better support towards the patients. The patients are allowed to describe
the problems towards the patients so that based on the disease they can be treated. The treatment
should be provided properly so that it becomes easy to provide quick test results towards the
patients. Once the patients receive the results they will be discharged.

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Statement of the problems
The main problem that is faced by the Maroondah Hospital is that due to the manual
system it becomes difficult to manage the data related to the customers. Moreover, the customers
waiting time has also increased which leads to hampering services that are offered towards the
customers. The problem faced with the current system needs to be managed effectively so that it
can enhance the performance.
Issues and opportunities of the current process
Out of the identified issues in the system, the most noticeable one are the inefficiency of the
waiting time required for the patients and communication between the different groups is also an
issue for the organization.
Waiting time
What are the problems/issues?
The main problem is that the customers have a very long waiting time before their turn
comes and hence, this hampers the satisfaction levels of the customers for the organization.
Why are the key problems/issues?
The key problems arising from the identified issues are dissatisfaction among the
customers and the reduction of the business efficiencies of the organization.
Why need to consider fixing them?
It is very important that the company improves its customer satisfaction level and business
efficiencies. As a result, they are required to reduce the waiting time for the customers.
What are some of the opportunities after solving these problems/issues?
The organization should be considering using the automated system for the solutions to
the problems regarding the waiting time. In addition to this, there can be 24x7 support
implementation for the customers who would be requiring the services of the organization.
Need for change of the process
The process change would bring about an increase in efficiency of the business process of the
organization and increase the overall reputation.

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Limitations of the process
The process also limits the activities of the system and the doctors. The services made
available would be limited for the 24x7 time span.
Communication
What are the problems/issues?
There is a problem in communication between the different departments of the organization.
Why are the key problems/issues?
There are a number of internal and external units in the organization, hence, communication is a
big issue for the organization and the high level of communication via collaboration required for
the punctual diagnosis and this process then becomes very difficult to manage for the
organization.
Why need to consider fixing them?
There would be patients suffering in the system if the communication within the system
is hampered. Additionally, there would be a loss in the business for the organization as well.
What are some of the opportunities after solving these problems/issues?
The organization would be having opportunities to develop a system that would be able
to provide the users with a message server, which would be improving the communication
process for the organization.
Need for change of the process
The improvement in the process would be helpful for the organization to develop its
management of services.
Limitations of the process
The safety of data would be limited by the implementation of the communication process for the
organization.

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BPMN Diagrams
As is the process model
Key tasks Gateways Events
 Registration
 Create Appointments
 Perform Diagnosis
 Perform test
 Release patient
 Testing
 Diagnosis
Registration
Appointment
Diagnosis
Therapy

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Conclusion
Business Process Management is very important for any type of organization and the
Maroondah Hospital is no exception. The report has focused mainly on the current procedures of
the system and the issues that have come up in the system. The illustrations have been included
in the report to further enhance the discussion and highlight the points of discomfort for the
organization.

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Bibliography
Khdair, H.S., Awad, M.M. and Othman, Z.A., 2017. Formalizing the Software Engineering
Process Using a Graphical Software Process Modelling Formalism.
Goedertier, S., Vanthienen, J. and Caron, F., 2015. Declarative business process modeling:
principles and modeling languages. Enterprise Information Systems, 9(2), pp.161-185.
Ghaffarianhoseini, A., Tookey, J., Ghaffarianhoseini, A., Naismith, N., Azhar, S., Efimova, O.
and Raahemifar, K., 2017. Building Information Modelling (BIM) uptake: Clear benefits,
understanding its implementation, risks, and challenges. Renewable and Sustainable Energy
Reviews, 75, pp.1046-1053.
de Albuquerque, J.P., and Christ, M., 2015. The tension between business process modeling and
flexibility: Revealing multiple dimensions with a sociomaterial approach. The Journal of
Strategic Information Systems, 24(3), pp.189-202.
Alpers, S., Becker, C., Oberweis, A. and Schuster, T., 2015, September. Microservice based tool
support for business process modeling. In 2015 IEEE 19th International Enterprise Distributed
Object Computing Workshop (pp. 71-78). IEEE.
Kheldoun, A., Barkaoui, K. and Ioualalen, M., 2016, September. Specification and verification
of complex business processes-a high-level petri net-based approach. In International
Conference on Business Process Management (pp. 55-71). Springer, Cham.
Wolff, F., 2016, November. Explorative Survey into Goals, Focus, Experiences and Extent of
Enterprise-Wide Process Modelling in Practice. In IFIP Working Conference on The Practice of
Enterprise Modeling (pp. 272-285). Springer, Cham.

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Appendix
Testing Process
Key tasks Gateways Events
 Select test type
 Start test
 Provide result
 Send Result  Test
 Result

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Therapy Process
Key tasks Gateways Events
 Select therapy type
 Start therapy
 End therapy
 Fetch Result  Therapy