Managing Processes in

Digital Transition
What is a Business
Process?

2
 Issue
delivery Package
receipt Load products Issue
truck invoice

Prepare
shipment Schedule Schedule
payment Check &
delivery
confirm
PO
Unload
truck
Notify
shipment
Obtain
PO
confirm.
Match
Check incoming
Request
Invoice payment
PO change

3
 Serve
Load meal
dish-
washer

Bring
menu
Take
Collect order
Collect payment
laundry Unload
Brush
dish-
grills
washer
Collect
laundry
Clean
kitchen Greet &
Sweep surfaces
Present & mop seat
bill

4
 Check &
PO Package Load Notify Issue Match Payment
confirm
received products truck shipment invoice payment made
PO

Obtain Issue
PO Schedule Unload Check Schedule Goods
PO delivery
issued delivery truck invoice payment arrived
confirm. receipt

5
Customer Greet & Take Bring Serve Present Issue Customer
arrived seat order menu meal bill invoice paid

Load Clean Unload

Kitchen Brush Collect Sweep Kitchen
dish- kitchen dish-
is dirty grills laundry & mop is clean
washer surfaces washer

6
Business processes
Assets & Organisation
Partners
Function A Function B Function C
Financial

Human
Business Process
Resources
Business Process Customers
Technology
Business Process
Materials

7
A business process is:
a chain of events, activities and decisions
...involving a number of actors and objects,
….triggered by a need
and leading to an outcome that is of value to a customer.

Examples:
• Order-to-Cash
• Application-to-Approval
• Fault-to-Resolution
“Washing machine doesn’t work…”
Negativeoutcomes
Positive outcomes(value-creating):
(value-reducing):
• Fault repaired
not repaired
withinminor
a timely manner
intervention
• Fault repaired,
repaired but customer
covered pays more than expected
by warranty

Insurance
Call Centre Company
Technician

Customer Customer
Parts
Service Store
Dispatch
Centre

VALUE
fault-to-resolution process
9
Business Process Management (BPM)
Body of principles, methods and tools to design, analyze, execute and
monitor business processes, with the aim of improving their performance.

IT systems
Customers Employees

Business
Processes
Data Trading
Partners

IT infrastructure Suppliers
How to go about BPM?

11
The BPM lifecycle
The BPM lifecycle
Process
identification

Process
Process architecture
architecture

Conformance
Conformance and
and Process As-is
As-is process
process
performance insights
performance insights discovery model
model

Process
monitoring and Process
controlling analysis

Executable
Executable Insights
Insights on
on
process
process weaknesses
weaknesses and
and
model
model their
their impact
impact

Process Process
implementation To-be
To-be process
process redesign
model
model

13
Process Identification

14
Phases
• Designation Phase
• Evaluation Phase
o Importance
o Dysfunction
o Feasibility
Designing a Process Architecture
• Identify case types
• Identify functions for case types
• Construct one or more case/function matrices
• Identify processes
Identify processes (Guidelines)
• If a process has different flow objects, it can be split up vertically.
Identify processes (Guidelines) Cont..

• If the flow object of a process changes multiplicity, the process can

be split up vertically.
• If a process changes transactional state, it can be split up vertically.
• If a process contains a logical separation in time, it can be split up
vertically.
• If a process contains a logical separation in space, it can be split up
horizontally
Identify processes (Guidelines) Cont..

• If a process covers (many) more functions in one case type than in

another, it can be split up horizontally.