Process mapping v2

Business Process Management

Practical Business Process Mapping, Analysis, Modeling and DesignTechniques and Examples

BPM Resource Center.com

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Business Process Management

Business Process Types

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Business Processes – Every Business Has ThemSales

• Quotes / Pricing• Underwriting• Contract Approval• New Client Onboard• Compensation• Meeting Planning• RFP Admin

Finance

• Invoice Admin• Procurement• Project/ Budget Approval• Expense Management• Charge backs• Budget Planning

Compliance

• Know Your Customer• Patriot Act• Sarbanes Oxley• HIPAA• Basel II• GLBA• FISMA

Marketing

• Advertising• Events Management• Packaging & Pricing• Communications• Creative Development

Information Technology

• IT Request Management

• Portfolio Management• App / System Support• Incident & Bug Fix• Change Control• Access Control

Customer Service

• Case Management• Client Feedback• Inquiry Management• Escalation

Management• SLA Management• Support Services

Renewals

Product Dev and Research

• Requirements Gathering

• Product Specifications• Change Request Man• Research• Lifecycle Management

Operations

• Inventory Management• Order Fulfillment• Client Management• Events Management• Facilities Management• Award Distribution

Legal

• Contract Management• Investigation• New File / Case

Management• Regulatory Filing• Legal Doc

Management

Human Resources• Recruitment• New Hire On-boarding• Compensation Plan &

Admin• Benefits Administration• Performance Management• Training & Career Dev• Employee Status Change• Transfer / Relocation• Leave Management

Manufacturing

• Resource Procurement• Order Management• Change Request• Trading Partner

Management• Defect / Recall Man• Equipment / System

Repair• Quality Assurance

Types (levels) of Business Processes

Types (levels) of Business Processes

Types (levels) of Business Processes

Business Process Management

Techniques and Purpose

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Terminology Process Mapping (Process chart)

- Flow chart drawing of a process

Process Analysis - Techniques or methods to evaluate aspects of a process generally with the aim of improving the process – such as capturing the time it takes to perform each step in a process to determine overall time.

Process Design - Based on the analysis of a current process , Process Design is the definition of a new more efficient process

Process Modeling - Flow chart drawing with data captured for each element and saved in a “model”. - Enforcement of the notation or rules of the tool.- Use of the data for analysis, simulation, automation

Process Simulation - A form of analysis using data as input to simulate how a process will behave based on various conditions.

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What is the Goal?Process

Documentation/Understanding/Standardization

Process Improvement/Re-engineering

Process Automation/Optimization

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What is the Goal?

The Goal is Process Documentation/Understanding/Standardization

What?Process/Sub-Process relationshipsDetailed workflowDetailed policy and procedures

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Big Picture “Process Framework”

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Management Processes

Core Processes

Supporting Processes

Strategic PlanningGovernance, Risk and Compliance

Product DevelopmentLead to OrderCustomer Relationship ManagementService Delivery

AccountingLegal/ContractingHRIT Facilities

High Level Process Relationships

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A Process Landscape – Process Map

Swim lanes and Pools

Activities

Events

Gateways

Annotations13

The Basics of BPMN (Business Process Model Notation)

Pool

Lane

Lane

Lane

Text

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A Process Landscape Model – Using the basics of the BPMN Notation

BPMN Map

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Workflow Model – Using the basics of the BPMN Notation

BPMN Map

Business Process Management

Process Documentation Workshop

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Map your own companies process framework – you can use Power Point or Visio or any other drawing tool.

Follow the narrative guide and map a detailed flow chart for Travel Authorizations using a BPMN compliant modeling tool.

Business Process Management

Process Improvement

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What is the Goal?

Process Improvement

What problems are we trying to solve?Reduce the time the process takes/eliminate

wasteReduce/eliminate mistakes (defects) being madeReduce/eliminate bottlenecks/waitingReduce/eliminate “over processing” Improve visibility/accountability???

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SIPOC DiagramWho are the Suppliers, what are the Inputs, what is

Processed, what are the Outputs, who is the Customer? What is critical to customer quality – can we measure it, is it practical and achievable?

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Supplier Inputs Major ProcessSteps

Outputs Customer(Critical to Quality)

Traveler

Supervisors/Approvers

Finance Department

Risk Department

Support Staff

Request form - dates, projected costs and other travel requirements (car, hotel) and purpose of travel Authorization Response

Budget Check

Travel Risks

Submit request form for authorization

Authorization or Rejection

Travel Booking

Authorization or Rejection

Traveler

(Simplify requests to ensure Traveler receives authorization or rejection within 4 hours for urgent requests, 1 business day for all others)

Value Stream Mapping Where can we eliminate time/waste in the

process?Over production (too many approvals,

duplicate steps)Unnecessary transport Defects (mistakes/rework) Waiting time VS working time – (value add vs

non-value add)

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Value Stream Map

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Opportunity for Improvement

Opportunity for Improvement

VA – Value Add TimeNVA – Non-Value Add Time

BPMN/Value Stream Map

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1 hour waiting1 hour working

1 hour

8 hour waiting1 hour working

1 hour

16 hour waiting (NV)1 hour working (VA)

1 hour waiting1 hour working

Business Process Management

Process Improvement Workshop

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Follow the guide and add value stream information to your BPMN travel authorization model.

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Business Process Management

Process Automation

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Goal?Process Automation

What are we automating and how?Eliminate paper

Convert paper to e-formsEliminate activities people perform ?

Automate decisions using rules engines Automate customer service thru self service systems

Automate movement of data between systems? Eliminate data rekeying

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BPMN – More Elements

Task TypesUser VS ManualServiceCall ActivityTransactionsSub-Processes

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BPMN – More Elements

Event TypesMessage FlowGateway Types

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Business Process Management

Process Automation Workshop

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Follow the guide and rework the model and automation attributes to your BPMN travel authorization process.

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