Business Process Management Practical Business Process Mapping, Analysis, Modeling and Design Techniques and Examples BPM Resource Center.com 1
Process mapping v2
Dec 07, 2014
Process mapping, analysis, modeling and design - review of different techniques and purpose.
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Business Process Management
Practical Business Process Mapping, Analysis, Modeling and DesignTechniques and Examples
BPM Resource Center.com
1
Business Process Management
Business Process Types
2
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
7
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
10
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
12
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
14
A Process Landscape Model – Using the basics of the BPMN Notation
BPMN Map
15
Workflow Model – Using the basics of the BPMN Notation
BPMN Map
Business Process Management
Process Documentation Workshop
16
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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
18
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???
19
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?
20
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
23
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.
25
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
30
Follow the guide and rework the model and automation attributes to your BPMN travel authorization process.
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