ISIT332 Business Process Management

Business Process Management Case Study and Report

Overview: Efficient process management and continuous process improvement are always critical to the success of an organisation. In this assignment, you need to a real world organisation and apply the process-centred approach to improve a business process in this organisation.

Methods:

a. Select a real world organisation you are familiar with or you are interested in. Collect information about this organisation from different sources such as Internet.

b. Identify a critical business process of this organisation. For the purpose of simplicity, it is recommended that the small organisation and its simple process are chosen. Such examples include the food ordering process in a restaurant, the student enrolment process in a university, and the booking process to see a medical specialist.

c. Apply the process-centred approach to improve the identified process. In the project, you will need to collect information about the identified process through different means. You may want to have a chat with the staff of the organisation, collect information (such as the review information) from the Internet, observe the operations related to the organisation/process, and interview your friends and classmates who know this organisation. Reasonable assumptions can be made about the process.

i. Model the as-is process using BPMN.

ii. Identify, document, and whenever possible quantify issues associated to the as-is process. One of the goals of the process analysis is to pinpoint the location or source of a problem as precisely as possible by building a factual understanding of existing process conditions. That knowledge helps you narrow the range of potential causes requiring investigation.

iii. Identify changes to the process that would help to address the issues identified in the previous phase. You would use the Heuristic Process Redesign methodology and demonstrate that multiple heuristics such as customer heuristics, business process operation heuristics, organisation heuristics, information heuristics, technology heuristics, etc., have been considered and analysed. As the result of the re-design, a to-be process model will be presented.

iv. Briefly discuss how the propose solution will be implemented, and develop the plan to maintain the gains once the solution is implemented.

Report: The report should consist of a title page, table of content, and the following sections: ISIT332 Business Process Management

1. Executive Summary

2. Introduction

3. Process discovery

4. (Qualitative and quantitative) Process analysis

5. Process redesign

6. Process implementation and control

7.Commentary (any assumptions, observations, findings that are not reported in other parts of the report can be included in this section)

8.Conclusion

The commentary section can include observation and assumptions made, the ways in which data are collected, and the group members individual contribution to the report in terms of percentage (e.g., if members of a group of 3 made equal contribution to the report, then each member contributes 33%). You can have subsections to better organise your report.