BPM BCS Notes
1. The Context for Business Process Modelling
1.1 Purpose and Benefits of Business Process Modelling
- For customers: Improved experience, faster service, better quality.
- For business staff: Clarity in roles, responsibilities, and processes.
- For the organisation: Efficiency, compliance, agility in change.
1.2 The Three Levels of Business Process Hierarchy
- Enterprise Level: Broad, value-chain view of organisational processes.
- Event-Response Level: Operational process models triggered by events.
- Actor-Task Level: Specific tasks performed by individual actors.
1.3 Process View vs Functional View
- Process view: Focuses on value creation across functions.
- Functional view: Departmental structure (e.g., org charts).
- BAs must understand when each view is more appropriate.
2. Modelling at the Enterprise Level
2.1 Key Techniques
- Porter’s Value Chain: Primary and support activities.
- SIPOC: Suppliers, Inputs, Process, Outputs, Customers.
- Harmon’s Organisational Model: Encompasses strategy, processes, and enablers.
- Value Proposition: What sets the organisation apart for the customer.
2.2 Supporting Value Propositions
- How business processes help deliver:
- Desired product/service features
- Strong customer relationships
- Positive brand image and reputation
3. Modelling at the Event-Response Level
3.1 Business Process Modelling Elements
- Events: External, internal, or time-based triggers.
- Actors: Roles initiating or completing tasks.
- Tasks: Activities performed.
- Swimlanes: Responsibility lanes in diagrams.
- Decisions, Flows, Timelines: Structure and control logic.
3.2 Standard Notation Sets
- UML (Unified Modelling Language)
- BPMN (Business Process Model and Notation)
- Importance: Clear, standardised communication and consistent interpretation.
3.3 Terminology Relationships
- Process: End-to-end activities.
- Task: One role, one location, one time (OPOPOT principle).
- Step: Specific actions within a task.
3.4 Task Representation
- Represented by a single box for simplicity and clarity.
3.5 Types of Business Events
- External (e.g. customer request)
- Internal (e.g. stock threshold reached)
- Time-based (e.g. end of month)
3.6 Performance Measures
- Types:
- Financial: Costs, ROI
- Customer experience: Satisfaction, service levels
- Process efficiency: Time, error rates
- Difference between internal KPIs and external customer expectations
4. Modelling at the Actor-Task Level
4.1 Task Description
- Must include:
- Name, actor, trigger
- Inputs, outputs
- Costs, performance measures
- Standards, steps, business rules
4.2 Task Modelling Techniques
- UML activity diagrams
- Structured English (for sequences, selections, loops)
- Use Case Descriptions
- Used to break down, document, and validate how tasks are performed.
5. Improving Business Processes
5.1 Improvement Approaches
- Simplify: Remove unnecessary steps.
- Redesign: Entirely new process structure.
- Bottleneck removal: Speed up constraints.
- Change task sequence: Reorder for efficiency.
- Redefine boundaries: Adjust scope/responsibilities.
- Automate: Use technology to replace manual work.
- RPA (Robotic Process Automation): Software mimics repetitive human actions.
5.2 Challenging Business Rules
- Assess:
- Internal policies
- External regulations
- Assumptions limiting process improvement
5.3 Identifying Performance Gaps
- Reasons might include:
- Lack of skills
- Resource shortages
- Weak ownership
- Poor supporting systems
- Outdated business rules
5.4 Scenario Analysis
- A method to test process logic and usability by walking through real-life or hypothetical situations.
5.5 Gap Analysis
- Identify functional requirements that can be supported with IT solutions in the “to be” process.
6. Managing and Implementing Change
6.1 POPIT™ Model for Change Impact
- Consider change across:
- People
- Organisation
- Processes
- Information
- Technology
6.2 Change Implementation Strategies
- Direct (Big Bang): Immediate switch.
- Parallel: Run old and new together temporarily.
- Pilot: Trial in a limited area first.
- Phased: Gradual rollout.