Business Process

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Information about Business Process
Education

Published on November 9, 2008

Author: ypigneur

Source: slideshare.net

rvicse e-se e s busin ess proc ac ourse prepared r by yves pigneu

e-business se rvice design scenario & storytelling ta sk analysis p rototyping ervice qualit y & usability s busi ness process ation bluepr int & visualiz business pr ocess model ! compliance service p roductivity & bu siness model value cha in & network l innovation service & b usiness mode

business process ^ mo del

f ront s tage back s tage

diving to the business processes ...

Customer actions online borrow ask for return pre- document deadline document reservation extension line of interaction Onstage actions check & tack back authorize document access line of visibility Backstage actions pick-up answer record return document telephone & confirm store document line of internal interaction Support maintain maintain processes reservation book system inventory

Customer actions online borrow ask for return pre- document deadline document reservation extension line of interaction Onstage actions check & tack back authorize document access line of visibility Backstage actions pick-up answer record return document telephone & confirm store document line of internal interaction Support maintain maintain processes reservation book system inventory

? iness process What’s a bus a workflow ? illustrations.fr

“ A business process is a collection of activities that takes one or more kinds of input and creates an output that is of value to the customer. ” Hammer & Champy Reengineering the Corporation: A Manifesto for Business Revolution

“ Workflow is a term used to describe the tasks, procedural steps, organizations or people involved, required input and output information, and tools needed for each step in a business process. ” SearchCIO.com definitions

dream ...

ask for vacations ... case @ WorkflowGen

case

case @ WorkflowGen

BP MODEL

cording to BPMN ac

“ BPMN defines a diagram [...] tailored for creating graphical models of business process operations [...] a network of graphical objects, which are activities and the flow controls that define their order of performance. ” Stephen White, IBM Introduction to BPMN

leave management employee not approved accepted complete refused complete dream of leave no manager demande leave validate approved? de congé validate application yes no director décider accepted? décider yes

what are the main compon of this mode ents l? rf.snoitartsulli > see document

activity http://earth.leeds.ac.uk/esc_wg/

ACTIVITY ^ in BPMN quot; a generic term for work that company performs quot; can be atomic or compound quot; produce output or results from input

leave management case complete complete a leave application examine the application, approve or validate refuse, and forward to the final decision-maker make the final decision by approving or decide refusing

criteria for decomposition !no change in space and in resources during the execution !no interruption in time

actor

ACTOR ^ in BPMN quot; (role of) quot; participant in charge or responsible of activities

leave management case employee complete manager validate director decide

event

EVENT ^ in BPMN quot; something that “happens” during the course of a process quot; which affects the flow of the process and quot; usually has a cause (trigger) or an impact (result)

leave management case employee not approved refused accepted complete dream of leave manager validate director decide

flow

FLOW ^ in BPMN quot; control used to show the order (the sequence) that activities will be performed in a process quot; can show the messages between activities (or business entities) that send and receive them

leave management case employee not approved refused accepted complete dream of leave manager leave validate application director decide

gateway

GATEWAY ^ in BPMN quot; used to control the divergence and convergence of flow quot; determines traditional decisions, as well as the forking, merging, and joining of paths

leave management case employee not approved refused accepted complete dream of leave no manager leave validate approved? application yes no director accepted? decide yes

leave management employee case COMPLETE not approved refused accepted leave application no manager VALIDATE approved? yes no yes director DECIDE accepted?

partners

PARTNERS ^ in BPMN quot; external business entities or people which cooperate in inter-organizational processes

loan management case

BP DESIGN

uses of proce ss models ?? ? rf.snoitartsulli > see document

business process & reengine ering

reengineering BPR

“ a management approach aiming at Business process reengineering (BPR) is improvements by means of elevating efficiency and effectiveness of the processes that exist within and across organizations. ” Hammer & Champy Reengineering the Corporation: A Manifesto for Business Revolution

^ BPR according to Hammer & C hampy deploy transversal processes remove steps use information technology reduce number of actors increase parallelism limit controls

oticon

who is Otico n? ? in which business which rev olution in the 90 ’s ? rf.snoitartsulli > see document

spaghetti organization

outsourcing BPO

“ BPO is the process of hiring another company to handle a business process for you... Now it encompasses a number of functions that are considered quot;non-corequot; to the primary business strategy. ” SourcingMag

“ The expected turnover of the BPO sector by March 2008 will be around US $ 10.9 billion, with the industry employing slightly over 700,000 employees. ” NASSCOM BPO Newsline

business process & manu factu ring

just in time JIT © DetroitDiesel

“ Just-in-time is an inventory strategy implemented to improve the return on investment of a business by reducing in- process inventory and its associated carrying costs. In order to achieve JIT the process must have signals of what is going on elsewhere within the process. ” wikipedia

do you know the Kanban conce pt ? rf.snoitartsulli

do you know the Kanban conce pt ? drawn by Michel B alme rf.snoitartsulli

su concept permarke t © http://www.toyota.co.jp/en/vision/production_system/just.html

“ Lean production is an assembly-line manufacturing methodology developed originally for Toyota [...] The goal of lean production is described as to get the right things to the right place at the right time, while minimizing waste and being open to change. ” SearchCIO.com definitions

“ Six Sigma is a business strategy that seeks to identify and eliminate causes of errors or defects or failures in business processes by focusing on outputs that are critical to customers. It is also a measure of quality that strives for near elimination of defects using statistical methods. ” Jiju Antony

© McKinsey lean six sigma

© Dilbert

business process & quality

quality management TQM

“ Certification to an ISO 9000 standard does not guarantee any quality of end products and services; rather, it certifies that formalized business processes are being applied. ” international organization for standardization (ISO)

Is ISO 9000 similar to ser vqual ? different ? why ? rf.snoitartsulli

SERVQUAL ^ according to Parasuraman , Zeithaml, a nd Berry for assessing quality of service based on measured gap between consumer expectations and perceptions is not ISO 9001 ...

© Dilbert

business process & IT

maturity model CMM http://www.clipartreview.com/_gallery/_pages/r_865.html

“ Capability Maturity Model® Integration (CMMI) is a process improvement approach that provides organizations with the essential elements of effective processes. ” Software Engineering Institute, CMU

capability maturity model optimized managed defined repeatable ad hoc © SEI

ERP enterprise resource planning From an order to a bill, a delivery, … sale production buy salary Enterprise function-oriented Function-oriented process-oriented Process-oriented Resource Planning (ERP) ERP DB DB DB DB [Estier, 2001]

SOA service-oriented architecture © microsoft

IT infrastructure libraryITIL © aspediens, 2008

business process & e-comm erce

customer relationship CRM [Kalakota, 2001]

“ Customer relationship management (CRM) is a term applied to processes implemented by a company to handle its contact with its customers. ” Gartner

customer relationship Sales force automation Prevision, contacts, estimate, proposition, follow up … Convert a visitor to a customer and keep the customer SALES Customer Base SERVICE MARKETING Call center, messaging, web … Initiative, campaign Self-service from telemarketing to messaging Pro-active, quality of service, … one-to-one marketing

build to order acc ording to Dell Prevision Planing of stock Process Planing of Replenishment capacity Process MRP Order planning choice supplier Order Order Planing of Availability stock processing confirmation realization Scheduling Process Stock allocation order of priorities Production & assembly Scheduling manufacturing Scheduling De-stocking Planing Customer Process distribution loading delivery service Distribution [Kalakota, 2001]

build to order acc ording to Dell

SCM supply chain management information product supplier manufacturer distributor seller buyer payment [Kalakota, 2001]

“bull whip effect” information product supplier manufacturer distributor seller buyer payment

simulation

EDI electronic data interchange Company A Company B BUY selection, comparison, ... SALE before sale order Order Supply sale delivery Reception Delivery production & distribution Payment invoice Invoicing after-sale payment confirmation Bank A Clearing Bank A

ECR efficient customer response retailer Manufacturer VMI - DC retailer VMI - DC retailer VMI - DC retailer 3d - DC retailer Manuf. - DC retailer retailer retailer DC = distribution center [Maller, 2001]

procurement

dutch flowers http://www.pbase.com/srijith/image/88605858 http://www.pbase.com/srijith/image/88605858

how does it w ork ??? market place ? dutch auction ? rf.snoitartsulli > see document

http://www.pbase.com/srijith/image/88605858 http://www.pbase.com/srijith/image/88605858

http://www.pbase.com/srijith/image/88605858 http://www.pbase.com/srijith/image/88605858

http://www.pbase.com/srijith/image/88605858

business process employee COMPLETE not approved refused accepted leave application model no manager VALIDATE approved? yes no yes director DECIDE accepted? rev iew quot; activity quot; actor quot; event quot; flow quot; gateway

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