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Business Process Modeling -  Lecture Notes week 1, sem 1 2007 - Wasana Bandara Queensland University of Technology Brisbane, 26th Feb 2007
Discussion ,[object Object],[object Object]
[object Object]
Our Process Definition A process is the self-contained,  temporal  and logical order  (parallel and/or serial) of those activities , that are executed for the transformation of an  business object  with the goal of accomplishing a given task . Invoice Inquiry Quotation Delivery note Customer order
What is BPM? ,[object Object],Definition by the Australian BPM Community of Practice
[object Object]
Why Business Process Management? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Business Process Management Lifecycle Manage- Change ment
Business Process Lifecycle Support
Purposes of process modeling Process Documentation SOA Simulation Workflow/ Document Management Knowledge Management/ Training Process Improvement Process Cost Analysis Enterprise Systems Compliance / Risk Management Software Evaluation/ Selection Enterprise Architecture
[object Object]
Process Modelling  - The Missing Middle?
[object Object],[object Object]
The Magic word … “ PROCESS …”
Challenges of a Process Manager by Scott Adams
What does the industry offer?
1  Organisation of this Subject
The design of this unit … ITB298 Unit Structure ITB298 Content Comprehensive Industry demand Analysis - Australia - USA - UK Local Industry Experts Pedagogical guidelines +
Summary Skills Extracted from the Job Content Analysis 31 16 8 7 Client Management / stakeholder management Skill JS-15 32 14 9 9 SAP related product skills JS-14 32 9 6 17 Problem solving (tools such as : scatter diagrams, improve, etc ) skills JS-13 32 29 0 3 Context specific knowledge JS-12 33 24 5 4 Process Improvement JS-11 35 25 2 8 Negotiation skills JS-10 37 18 7 12 Business Analysis  JS-9 40 6 10 24 Technical / specifications Writing / documentation (Written skill) JS-8 42 22 12 8 Change mangement skill / Business Process Change JS-7 44 25 9 10 Business Intelligence JS-6 55 25 18 12 Process Reegineering / development / BPR JS-5 68 32 24 12 Process Modelling / design / mapping JS-4 73 34 17 22 Project management skill (Project Work Bench, MS Project, Team Work Bench and EPIC) JS-3 78 22 28 28 Analytical skill ( /Business Process Analysis) JS-2 96 43 20 33 Communication (verbal) and presentation skills JS-1 Total  Australia UK US Specific Skills / Experience Required Job Skill  ID
Summary Skills Extracted from the Job Content Analysis 15 4 9 2 ITIL reference model knwoledge JS-29 17 8 4 5 Lean Process Management  (Improvement Methodology) JS-28 17 1 5 11 Leadership skill JS-27 17 13 0 4 Facilitation skills JS-26 19 7 2 10 SDLC knowledge (RUP , Agile, etc.) JS-25 20 4 9 7 Planning & Organizational skills JS-24 21 11 4 6 Requirements gathering methods and analysis knowledge JS-23 23 6 11 6 Process Management (BPM) JS-22 24 19 2 3 How to run training / workshops JS-21 26 4 10 12 Six Sigma JS-20 26 4 21 1 Interpersonal, team and stakeholder management skill JS-19 27 18 3 6 Consulting JS-18 28 1 7 20 MS office (vision, word, excel, MS project etc) JS-17 31 5 1 25 Internet technologies (HTML, java Script) JS-16 Total  Australia UK US Specific Skills / Experience Required Job Skill  ID
Summary Skills Extracted from  For further details, see report in OLT site Please note that the skills presented here is not in any particular order Basic statistical skills Fg-12 Creative ability Fg-11 Team management Fg-10 Scope management Fg-9 Negotiation and leadership skills Fg-8 Ability to run workshops and training Fg-7 Ability to communicate with the client Fg-6 Understand what the business problem is Fg-5 Knowledge on methodology and frameworks Fg-4 Ability to conduct the finer details within BPM projects Fg-3 Ability to see the bigger picture of BPM Fg-2 Systems analysis skills FG-1 **Specific Skills / Experience Required Job Skill  ID
Organization of this Subject ,[object Object],[object Object],[object Object],[object Object]
Objectives of this Subject ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Objectives of this Subject  (Cont) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
1.2  Assessments
Assignments  ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],© Dr Michael Rosemann, QUT Brisbane – 26 February 2002
1.3  Resources
Teaching team and Contributors ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Contact Details ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Contact Details  (cont) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],http://sky.fit.qut.edu.au/~recker/
ITB 298 Homepage
Recommended resources Becker, Kugeler, Rosemann Process Management. Springer-Verlag, August 2003. ISBN  3540434992 .
Recommended resources Rob Davis: Business Process modeling with ARIS. July 2001. Springer Verlag ISBN:  1852334347
Recommended resources Scheer, Abolhassan, Jost, Kirchmer: Business Process Excellence. ARIS in Practice. Springer-Verlag, June 2002. ISBN 3540434798.
1.4  Structure of the Unit
Unit Structure Mid semester break BPMN workshop Complete readings set for week six. Complete BPMN workshop. Have a first draft of Assignment 1 ready for pre-submission  feedback (optional). Process Modelling with the Business Process Modelling Notation (BPMN) - Part 1 2nd of April 6 ARIS workshop Complete readings set for week five. Complete ARIS workshop. Continue with Assignment 1 tasks. Further Applications of Business Process Modelling 26th of March 5 ARIS workshop Complete readings set for week four. Complete ARIS workshop. Commence tasks for Assignment 1. ARIS Modelling (Cont) Model based process management - What does it mean …? 19th of March 4 ARIS workshop Complete readings set for week three. Complete ARIS workshop. Read and understand Assignment 1 requirements. The Architecture of Integrated Information Systems (ARIS) 12th of March 3 ARIS workshop Complete readings set for week two. Complete ARIS workshop. Complete and report on group formation. Introduction to  EPCs 5th March 2 - none- Read Week 1 document and understand schedule, resources (OLT, Library, etc) and requirements of assessment items. Complete readings set for week one. Introduction to BPM and Process modelling 26th Feb 1 Assessment Tasks/Dates Tutorial/ Practical Tasks Student Activities Lecture Topic Starting Week
Unit Structure May day holiday  Configurable Reference models exercise Complete readings set for week nine. Complete configurable reference model exercise in tutorial. Continue with Assignment 2 tasks. Review Assignment 1 feedback with tutor. Meta models and Reference Process Models 30th of April 9 BPMN workshop Complete readings set for week eight. Complete advanced BPMN workshop. Prepare for Assignment 2 Process Modelling in the landscape of Large systems 23rd of April 8 Assignment 1 due BPMN workshop Complete readings set for week seven. Complete BPMN workshop. Finalise and submit  Assignment 1 Process Modelling with the Business Process Modelling Notation (BPMN) - Part 2 16th of April 7 Assessment Tasks/Dates Tutorial/ Practical Tasks Student Activities Lecture Topic Starting Week
Unit Structure Semester revision and Mock exam Complete readings set for week thirteen. Review and attempt mock exam. Complete SEUs and SETs for unit. Review Assignment 2 feedback with tutor. Deriving Reference models and Process Patterns: Case study example 4th of June 13 Assignment 2 due Student presentations Complete readings set for week twelve. Prepare and present for the oral presentations of ITB298 Assignment 2. Finalise and submit Assignment 2 report. Process Modelling case studies - modelling power and impacts 28th of May 12 Workflow modelling exercise Complete readings set for week eleven. Complete Workflow modelling exercise. Continue with Assignment 2 tasks. Have a first draft of Assignment 1 ready for pre-submission  feedback (optional). Closing the loop - Model based process design to process execution 21st of May 11 Tutorial on Process Modelling Management Complete readings set for week ten. Complete Tutorial on Process Modelling Management. Continue with Assignment 2 tasks. The Process of Process Modelling Management 14th of May 10 Assessment Tasks/Dates Tutorial/ Practical Tasks Student Activities Lecture Topic Starting Week
Tutorials ,[object Object],[object Object],[object Object]
The Market for BPM Tools *  44,000+ Licenses Sold * Sixth year as leader * Complete solutions * Scaleable solution * Computer Based Training * Easy to Use
Brief Overview of  Business Process Managament
Business Process Management Overview Manage- Change ment
The story of Business Process Management Henry Ford Scientific Management  - Adam Smith Scientific Management Frederick Taylor Taylorism ,[object Object],[object Object],[object Object],Hammer and Champy Thomas Davenport
Consequences … ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Extracted from Hammer and Champy, 1993, p.65-79
What does BPM really mean? ,[object Object],[object Object],Business Process Management...
BPM success elements ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Process Technology People
Brief Overview of  Business Process Modeling
What is a model? ,[object Object],[object Object],[object Object],[object Object],[object Object]
Information Model An information model depicts at a specific time, elements and relationships of relevance for a  subject  and  purpose . SUBJECT MODEL R E A L  W O R L D Image Relation Object Relation Activity Relation
What does it mean to ‘model processes’? Hagemeyer (1999) Event-driven Process Chain Follow the Document Flow Quote Order Shipping Invoice Jan. 1 ‘07 Jan. 5 ‘07 Jan. 17 ‘07 Jan. 18 ‘07 Prepare quote Production Prepare - invoice Accept order Verify - invoice Posting Jan. 27 ‘07 RFQ Jan. 2 ‘07
Process Modeling purposes Bandara (2007)
Most commonly used techniques Bandara (2007)
Alternative Modeling Techniques - Even-driven Process Chains zur Muehlen (2003)
Alternative Modeling Techniques - Petri-Net zur Muehlen (2003)
Alternative Modeling Techniques - Flowchart zur Muehlen (2003)
Most commonly used tools Primary Tools Used   Supporting Tools Used Bandara (2007) 100.00% 222   8.56% 19 Vague statements 3.15% 7 Unspecified 19.82% 44 38 Others 2.25% 5 Flowcharter 2.70% 6 Staffware 3.15% 7 Provision 3.60% 8 Rational Rose 4.05% 9 Systems Architect 25.68% 57 VISIO 27.03% 60 ARIS % Citations   84 Others  (including vague statements) 2 MS Project 2 Rational Rose 4 MS Excel 5 ARIS 10 MS Word 15 MS Powerpoint 28 VISIO Citations  
Process modeling Views When? Process Which? Data / Service / Product What? Function Who? Organization
Objectives of modeling your processes Descriprive modeling of the real world (as-is) Prescriptive modeling of the real world (to-be)
Model-based Process Improvement (1/2) 10 Start E1 E2 E3 E4 E5 Minute(s) F5 20 Minute(s) F4 F3 F2 F1 F6 E6 Initial process Start E1 F1 F6 E6 E3 E4 E5 10 Minute(s) F5 20 Minute(s) F4 F3 Delete F2 E1 F6 E6 Start E1 F1 E3 E4 E5 10 Minute(s) F5 20 Minute(s) F4 F3 Outsource F1 E1 E3 E4 20 Minute(s) F4 F3 F6 E6 Start E1 F1 E5 10 Minute(s) F5 Switch  F3 & F4 Expand F7
Model-based Process Improvement (2/2) Integrate F6 & F7 Parallelism of F3 & F4 Create variants Automate  F3 Accelerate F4 & F5
Integrated Enterprise modeling
Think beyond the square … Extracted from  Peter Grant -  Director, Stream Executive, December 2004   Albert Einstein “ We can’t solve problems by using the same kind of  thinking we used when we created them”.
From As-Is to To-Be AS IS TO BE
Why do  as-is  modelling? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
But it is not without its weaknesses … ,[object Object],[object Object],[object Object]
How can we maximise the as-is modelling efforts? Factors for success … ,[object Object],[object Object],[object Object],[object Object],[object Object]
Know your objectives for modelling ,[object Object],[object Object],Tool/ technique selection Documentation of modelling conventions
Modelling tool/ technique selection Tool: Technique/ Language
Tool selection Essential features …. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Technique/ Language selection Essential features …. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Modelling convention derivation Why use modelling conventions? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Different types of modelling conventions?
Modelling convention derivation Essential features …. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
How can we maximise the as-is modelling efforts? Factors for success … ,[object Object],[object Object],[object Object],[object Object],[object Object]
Process Modeling Critical Success Factors  Bandara (2005, 2007) Process  Modeling  Success
Collect appropriate information for deriving the models Document Analysis Interviews JAD sessions Questionnaires Structured walk through
Review Existing Documentation ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Conduct Interviews and Discussions ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Sample Interview Checklist
Types of Questions Types of Questions Examples Closed-Ended Questions *  How many telephone   orders are received per day? *  How do customers place orders? *  What additional information would you like the new system to provide? Open-Ended Questions *  What do you think about the  current system? *  What are some of the problems you face on a daily basis? *  How do you decide what types of marketing campaign to run? Probing Questions *  Why? *  Can you give me an example? *  Can you explain that in a bit  more detail?
Issue Register ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Example: Issue Register
Distribute and Collect Questionnaires ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Example Questionnaire
Conduct JAD Sessions ,[object Object],[object Object],[object Object],JAD     Joint Application Design : A technique traditionally use to define requirements or design a system in a single session by having all necessary people participate together
Summary… ,[object Object],[object Object],[object Object],[object Object],Reading resources for this week.   Becker et al. 1.3, 1.2 Pearson’s white paper on why process matters Bandara et al. (2005) Rosemann (2006) Raduescu   et al.2006 Next week     Introduction to  EPCs
Q & A

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Itb298 Lecture Week 1 Sem 1 2007 Staff Version

  • 1. Business Process Modeling - Lecture Notes week 1, sem 1 2007 - Wasana Bandara Queensland University of Technology Brisbane, 26th Feb 2007
  • 2.
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  • 4. Our Process Definition A process is the self-contained, temporal and logical order (parallel and/or serial) of those activities , that are executed for the transformation of an business object with the goal of accomplishing a given task . Invoice Inquiry Quotation Delivery note Customer order
  • 5.
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  • 8. Business Process Management Lifecycle Manage- Change ment
  • 10. Purposes of process modeling Process Documentation SOA Simulation Workflow/ Document Management Knowledge Management/ Training Process Improvement Process Cost Analysis Enterprise Systems Compliance / Risk Management Software Evaluation/ Selection Enterprise Architecture
  • 11.
  • 12. Process Modelling - The Missing Middle?
  • 13.
  • 14. The Magic word … “ PROCESS …”
  • 15. Challenges of a Process Manager by Scott Adams
  • 16. What does the industry offer?
  • 17. 1 Organisation of this Subject
  • 18. The design of this unit … ITB298 Unit Structure ITB298 Content Comprehensive Industry demand Analysis - Australia - USA - UK Local Industry Experts Pedagogical guidelines +
  • 19. Summary Skills Extracted from the Job Content Analysis 31 16 8 7 Client Management / stakeholder management Skill JS-15 32 14 9 9 SAP related product skills JS-14 32 9 6 17 Problem solving (tools such as : scatter diagrams, improve, etc ) skills JS-13 32 29 0 3 Context specific knowledge JS-12 33 24 5 4 Process Improvement JS-11 35 25 2 8 Negotiation skills JS-10 37 18 7 12 Business Analysis JS-9 40 6 10 24 Technical / specifications Writing / documentation (Written skill) JS-8 42 22 12 8 Change mangement skill / Business Process Change JS-7 44 25 9 10 Business Intelligence JS-6 55 25 18 12 Process Reegineering / development / BPR JS-5 68 32 24 12 Process Modelling / design / mapping JS-4 73 34 17 22 Project management skill (Project Work Bench, MS Project, Team Work Bench and EPIC) JS-3 78 22 28 28 Analytical skill ( /Business Process Analysis) JS-2 96 43 20 33 Communication (verbal) and presentation skills JS-1 Total Australia UK US Specific Skills / Experience Required Job Skill ID
  • 20. Summary Skills Extracted from the Job Content Analysis 15 4 9 2 ITIL reference model knwoledge JS-29 17 8 4 5 Lean Process Management (Improvement Methodology) JS-28 17 1 5 11 Leadership skill JS-27 17 13 0 4 Facilitation skills JS-26 19 7 2 10 SDLC knowledge (RUP , Agile, etc.) JS-25 20 4 9 7 Planning & Organizational skills JS-24 21 11 4 6 Requirements gathering methods and analysis knowledge JS-23 23 6 11 6 Process Management (BPM) JS-22 24 19 2 3 How to run training / workshops JS-21 26 4 10 12 Six Sigma JS-20 26 4 21 1 Interpersonal, team and stakeholder management skill JS-19 27 18 3 6 Consulting JS-18 28 1 7 20 MS office (vision, word, excel, MS project etc) JS-17 31 5 1 25 Internet technologies (HTML, java Script) JS-16 Total Australia UK US Specific Skills / Experience Required Job Skill ID
  • 21. Summary Skills Extracted from For further details, see report in OLT site Please note that the skills presented here is not in any particular order Basic statistical skills Fg-12 Creative ability Fg-11 Team management Fg-10 Scope management Fg-9 Negotiation and leadership skills Fg-8 Ability to run workshops and training Fg-7 Ability to communicate with the client Fg-6 Understand what the business problem is Fg-5 Knowledge on methodology and frameworks Fg-4 Ability to conduct the finer details within BPM projects Fg-3 Ability to see the bigger picture of BPM Fg-2 Systems analysis skills FG-1 **Specific Skills / Experience Required Job Skill ID
  • 22.
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  • 32. Recommended resources Becker, Kugeler, Rosemann Process Management. Springer-Verlag, August 2003. ISBN 3540434992 .
  • 33. Recommended resources Rob Davis: Business Process modeling with ARIS. July 2001. Springer Verlag ISBN: 1852334347
  • 34. Recommended resources Scheer, Abolhassan, Jost, Kirchmer: Business Process Excellence. ARIS in Practice. Springer-Verlag, June 2002. ISBN 3540434798.
  • 35. 1.4 Structure of the Unit
  • 36. Unit Structure Mid semester break BPMN workshop Complete readings set for week six. Complete BPMN workshop. Have a first draft of Assignment 1 ready for pre-submission feedback (optional). Process Modelling with the Business Process Modelling Notation (BPMN) - Part 1 2nd of April 6 ARIS workshop Complete readings set for week five. Complete ARIS workshop. Continue with Assignment 1 tasks. Further Applications of Business Process Modelling 26th of March 5 ARIS workshop Complete readings set for week four. Complete ARIS workshop. Commence tasks for Assignment 1. ARIS Modelling (Cont) Model based process management - What does it mean …? 19th of March 4 ARIS workshop Complete readings set for week three. Complete ARIS workshop. Read and understand Assignment 1 requirements. The Architecture of Integrated Information Systems (ARIS) 12th of March 3 ARIS workshop Complete readings set for week two. Complete ARIS workshop. Complete and report on group formation. Introduction to EPCs 5th March 2 - none- Read Week 1 document and understand schedule, resources (OLT, Library, etc) and requirements of assessment items. Complete readings set for week one. Introduction to BPM and Process modelling 26th Feb 1 Assessment Tasks/Dates Tutorial/ Practical Tasks Student Activities Lecture Topic Starting Week
  • 37. Unit Structure May day holiday Configurable Reference models exercise Complete readings set for week nine. Complete configurable reference model exercise in tutorial. Continue with Assignment 2 tasks. Review Assignment 1 feedback with tutor. Meta models and Reference Process Models 30th of April 9 BPMN workshop Complete readings set for week eight. Complete advanced BPMN workshop. Prepare for Assignment 2 Process Modelling in the landscape of Large systems 23rd of April 8 Assignment 1 due BPMN workshop Complete readings set for week seven. Complete BPMN workshop. Finalise and submit Assignment 1 Process Modelling with the Business Process Modelling Notation (BPMN) - Part 2 16th of April 7 Assessment Tasks/Dates Tutorial/ Practical Tasks Student Activities Lecture Topic Starting Week
  • 38. Unit Structure Semester revision and Mock exam Complete readings set for week thirteen. Review and attempt mock exam. Complete SEUs and SETs for unit. Review Assignment 2 feedback with tutor. Deriving Reference models and Process Patterns: Case study example 4th of June 13 Assignment 2 due Student presentations Complete readings set for week twelve. Prepare and present for the oral presentations of ITB298 Assignment 2. Finalise and submit Assignment 2 report. Process Modelling case studies - modelling power and impacts 28th of May 12 Workflow modelling exercise Complete readings set for week eleven. Complete Workflow modelling exercise. Continue with Assignment 2 tasks. Have a first draft of Assignment 1 ready for pre-submission feedback (optional). Closing the loop - Model based process design to process execution 21st of May 11 Tutorial on Process Modelling Management Complete readings set for week ten. Complete Tutorial on Process Modelling Management. Continue with Assignment 2 tasks. The Process of Process Modelling Management 14th of May 10 Assessment Tasks/Dates Tutorial/ Practical Tasks Student Activities Lecture Topic Starting Week
  • 39.
  • 40. The Market for BPM Tools * 44,000+ Licenses Sold * Sixth year as leader * Complete solutions * Scaleable solution * Computer Based Training * Easy to Use
  • 41. Brief Overview of Business Process Managament
  • 42. Business Process Management Overview Manage- Change ment
  • 43.
  • 44.
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  • 46.
  • 47. Brief Overview of Business Process Modeling
  • 48.
  • 49. Information Model An information model depicts at a specific time, elements and relationships of relevance for a subject and purpose . SUBJECT MODEL R E A L W O R L D Image Relation Object Relation Activity Relation
  • 50. What does it mean to ‘model processes’? Hagemeyer (1999) Event-driven Process Chain Follow the Document Flow Quote Order Shipping Invoice Jan. 1 ‘07 Jan. 5 ‘07 Jan. 17 ‘07 Jan. 18 ‘07 Prepare quote Production Prepare - invoice Accept order Verify - invoice Posting Jan. 27 ‘07 RFQ Jan. 2 ‘07
  • 51. Process Modeling purposes Bandara (2007)
  • 52. Most commonly used techniques Bandara (2007)
  • 53. Alternative Modeling Techniques - Even-driven Process Chains zur Muehlen (2003)
  • 54. Alternative Modeling Techniques - Petri-Net zur Muehlen (2003)
  • 55. Alternative Modeling Techniques - Flowchart zur Muehlen (2003)
  • 56. Most commonly used tools Primary Tools Used Supporting Tools Used Bandara (2007) 100.00% 222   8.56% 19 Vague statements 3.15% 7 Unspecified 19.82% 44 38 Others 2.25% 5 Flowcharter 2.70% 6 Staffware 3.15% 7 Provision 3.60% 8 Rational Rose 4.05% 9 Systems Architect 25.68% 57 VISIO 27.03% 60 ARIS % Citations   84 Others (including vague statements) 2 MS Project 2 Rational Rose 4 MS Excel 5 ARIS 10 MS Word 15 MS Powerpoint 28 VISIO Citations  
  • 57. Process modeling Views When? Process Which? Data / Service / Product What? Function Who? Organization
  • 58. Objectives of modeling your processes Descriprive modeling of the real world (as-is) Prescriptive modeling of the real world (to-be)
  • 59. Model-based Process Improvement (1/2) 10 Start E1 E2 E3 E4 E5 Minute(s) F5 20 Minute(s) F4 F3 F2 F1 F6 E6 Initial process Start E1 F1 F6 E6 E3 E4 E5 10 Minute(s) F5 20 Minute(s) F4 F3 Delete F2 E1 F6 E6 Start E1 F1 E3 E4 E5 10 Minute(s) F5 20 Minute(s) F4 F3 Outsource F1 E1 E3 E4 20 Minute(s) F4 F3 F6 E6 Start E1 F1 E5 10 Minute(s) F5 Switch F3 & F4 Expand F7
  • 60. Model-based Process Improvement (2/2) Integrate F6 & F7 Parallelism of F3 & F4 Create variants Automate F3 Accelerate F4 & F5
  • 62. Think beyond the square … Extracted from Peter Grant - Director, Stream Executive, December 2004 Albert Einstein “ We can’t solve problems by using the same kind of thinking we used when we created them”.
  • 63. From As-Is to To-Be AS IS TO BE
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  • 68. Modelling tool/ technique selection Tool: Technique/ Language
  • 69.
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  • 74. Process Modeling Critical Success Factors Bandara (2005, 2007) Process Modeling Success
  • 75. Collect appropriate information for deriving the models Document Analysis Interviews JAD sessions Questionnaires Structured walk through
  • 76.
  • 77.
  • 78. Types of Questions Types of Questions Examples Closed-Ended Questions * How many telephone orders are received per day? * How do customers place orders? * What additional information would you like the new system to provide? Open-Ended Questions * What do you think about the current system? * What are some of the problems you face on a daily basis? * How do you decide what types of marketing campaign to run? Probing Questions * Why? * Can you give me an example? * Can you explain that in a bit more detail?
  • 79.
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  • 84.
  • 85. Q & A