Do you have to make photocopies which is time consuming)

The documentation produced (how it is produced, and if it is in a format that is easy to produce.

what information is requested and provided) The interaction between customer and staff (e.g.In a call centre, you do not want to take calls for internal staff, or perhaps you do) How the customer makes contact with the staff member (for example, do they always contact the right area.The physical location and how it might impact their ability to perform (for example, if they were located on a different floor, would they spend less time going to another department to find information).The roles and responsibilities of individuals (for example, it may be more efficient to have one person concentrate on billing enquiries rather than be a generalist).The escalation process for decisions beyond their authority level.The authority the staff have to make decisions.The skills required by the people who undertake the work.The sequence in which those steps are undertaken.How the process contributes to higher level goals.The modeling of a business process needs to look at all theĪctivities that go into achieving the purpose. It contributes to the higher level goal of collecting money from clients, which in turn has another higher level objective of providing revenue for the organisation. “To resolve customer queries regarding payment so that the client will pay their bill.” For example, a process to answer billing queries may have the following purpose. To create a business process model, you need to start by defining what the process is aiming to achieve, and how it fits with other processes. For example, a change to the format of an invoice which may suit the billing department can cause changes in the information collected from sales, processing payments, customer call centre and even the customer. As one process changes, it can have a domino effect throughout the business. Externally, the processes need to mesh with dozens of other business areas who have their own business processes.There will still need to be activities undertaken to address unusual needs Internally, the process will not fit every possible situation.The limitations of a business process are both internal and external. Experience allows you to refine the process to take into account situations that may be slightly outside the normal.There is less chance of mistakes if it is done the same way every time.It is easier to train people if the process is consistent.By doing it the same way each time it becomes more efficient.There are a number of reasons for making business functions repeatable. In order to fulfil those responsibilities they create a number of processes, or “way of doing things in a repeatable manner”. For example, Human Resources will be responsible for recruitment of staff, negotiation with Unions etc. All functions work together to contribute towards what the organisation exists for.Įach of these functions will have its own purpose and responsibilities which contributes to the overall goals. A function may be Marketing, Billing, Delivery, Human Resources. In order to achieve this goal as efficiently as possible, the work is broken down into a number of discreet functions. Department of Health it may be to manage distribution of water or electricity. Ford it may be to manage health services – e.g. On the other extreme, if there is no consistent business process, how can you create an IT system to cater for all variations on the process? Is it better to agree one process before you start so IT is aiming at one target rather than many?Īn organisation has a purpose. These systems create red tape around what was a fairly straight forward process. Many failures in IT projects can be traced back to a mismatch between the physical process and the IT process. Than to have people do what the system tells them to do.Īny significant transaction based system development should seriously consider a BPM as the starting point. It isĪbout designing IT systems to support what people do rather Manner, and how it supports staff to achieve this. How a business carries out its processes in the most efficient Process Modeling is all about, and where it fits in an ThisĪrticle will set out to give an overview of what Business To explain how it fits with the design of IT systems. Times to explain what Business Process Modeling is, and

Business process modelling software