Why was it necessary for the Business Process Model redesign team to define terms?

Phase 2: Analyze the Business Process In the initial phase the team seeks an overview and tries to define issues they need to explore in more detail. In essence, during the second phase the team gathers data to really understand why the problems identified by the scope diagram existed and to define how serious the problems really are. As a generalization, when one switches from the understand phase to the analysis phase one shifts from looking at how the process interacts with its environment and begins to explore why the process functions as it does. We shift, in other words, from asking what the process is doing to asking why it is doing what it is doing. At the same time we shift from a scope diagram to a process flow diagramwhich in our case usually means shifting to a Business Process Model and Notation (BPMN) diagram. Figure 14.10 pictures the first flow diagram that the process redesign team developed to try to understand the internal flow of the activities that made up or supported the rent car process. We have marked it up to emphasize several things. First, the pool that makes up the core of the BPMN diagram is equivalent to the center of the scope diagram-except that it contains the activities that occur inside the rent car process. Processes that occur outside the rent car process are shown in swimlanes above or below the rent car process pool. The swimlanes that make up the rent car process pool are labeled on the left to show who is responsible for them. Figure 14.11 highlights how we can tie management processes to the organization diagrams of the HQ and franchise operations. The activities through which the customer Interacts with the rent car process Level 1 process: Rent car process Make wion Pick up (ra) Reum car Ucar Reservation Reserve Level 2 process HO servis Payments Pro payment 0 Front office Pick up ear The management structure of the process in-scope Branch office (L1 process: The rent car) Rantallet Ralume Depot Maintain Prepare Castcar IT suppory Credit card processing Debut Approve possible charge FIGURE 14.11 Some important elements of a Business Process Model and Notation flow diagram