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    3 BPM b

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    Qabeela

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    © All Rights Reserved
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    3 BPM b

    Uploaded by

    Qabeela
    0 views12 pages

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    © All Rights Reserved
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    0 views12 pages

    3 BPM b

    Uploaded by

    Qabeela

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 12

    A business process is…

    a chain of events, activities and decisions


    ...involving several actors and objects,
    ….triggered by a need
    and leading to an outcome that is of value to a customer.

    Examples:
    • Order-to-Cash
    • Procure-to-Pay (aka Purchase-to-Pay)
    • Application-to-Approval
    • Issue-to-Resolution
    “My washing machine doesn’t work…”
    Negative outcomes (value-reducing): Positive outcomes (value-adding):
    • Fault not repaired in a timely manner • Fault repaired immediately with minor
    • Fault repaired but customer pays more intervention
    than expected • Fault repaired, covered by warranty

    Insurance
    Call Centre Company
    Technician

    Customer Customer
    Customer
    Parts
    Service Store
    Dispatch
    Centre

    VALUE
    issue-to-resolution process
    What is Business
    Process
    Management?

    And why should I


    care about it?

    3
    Improving Performance (Rummler’s Framework)
    Business Environment
    Economy Regulatory Culture

    Assets & Organisation


    Resources
    Performance Planning Performance Management Stakeholders
    Financial

    Value
    Human Function Function Function C
    Resource A B
    s Business Process
    Technolog
    y Business Process Customers
    Materials
    Business Process

    Competitors
    Process performance

    If you had to choose between two services, you would typically choose the
    one that is:

    • F…
    • C…
    • B…
    Process performance

    If you had to choose between two services, you would typically choose the
    one that is:

    • Faster
    • Cheaper
    • Better
    Process performance

    Three dimensions of process performance

    • Time
    • Cost
    • Quality
    Improving process performance

    Customer Greet & Take Bring Serve Present Issue Customer


    arrived seat order menu meal bill invoice paid
    How would you improve this process?

    Outsource to Customer Standardize


    Eliminate Cooking

    Automate

    Invest and Build


    Re-sequence

    Eliminate Waiters
    Business Process Management (BPM)

    Body of principles, methods and tools to design, analyze, execute


    and monitor business processes, with the aim of improving their
    performance.

    IT systems
    Customers Employees

    Business
    Processes
    Data Trading
    Partners

    IT infrastructure Suppliers
    Why BPM?

    “The first rule of any technology


    used in a business is that
    automation applied to an efficient
    operation will magnify the
    efficiency.

    The second is that automation


    applied to an inefficient operation
    will magnify the inefficiency.”
    Bill Gates
    In other words…

    Information Yields
    Technology Business
    Value

    Enables
    Yields
    Process
    Change

    Index Group (1982)

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