Business Process Analysis
Definition / Description / Modelling / Design of Processes Elicitation of process information Organizational integration of processes and their interconnections Advanced aspects of business process management and analysis Future trends
Definition / Description / Modelling / Design of Processes Elicitation of process information Organizational integration of processes and their interconnections Advanced aspects of business process management and analysis Future trends
Set of flashcards Details
| Flashcards | 95 |
|---|---|
| Language | English |
| Category | Micro-Economics |
| Level | University |
| Created / Updated | 10.09.2016 / 08.03.2022 |
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Name three organizational challenges that make business process management relevant for an enterprise
Short product life cycle
Increasing customer demand
Globalization
Legal Constraints
Cost-efficient production/service delivery
Changes in IT
Name five problem areas that a process handbook can improve
Coordination issues
Low transparency on what is really done
Low customer involvement
Redundant data
Errors
Inconsistent product/service quality
Unclear procedures, competences …
Media breaks
Unnecessary waiting times
Describe the black box approach and its elements when looking at a process
Trigger to start the process
Input such as customer data
Guides - company rules
Enablers - tools, manpower to fulfill the process
Output - what the process produces
Outcome - the benefit created
Blackbox itself is a sequence of actions
Define what a business process is
a collection of activities that takes one or more kinds of input
and creates an output that is of value to the customer
Name and describe the four parts of business process management
Process design (model, analyze, simulate)
Process implementation (change the organization, implement processes in IT systems)
Process controlling (check the actual status of the processes using predefined measures, going for continuous improvement)
Strategic process management (define goals, objectives, strategically change the organization, and the processes … )
Name five possible reasons for introducing business process management
performance issues
quality issues
e-business integration
Software integration
multiple distribution channels
quicker time-to-market
customer satisfaction improvement
single face to the customer
certification need
Name the five goals of BPM
Reach consistency
Decrease cost
Increase speed
Maintain/ improve quality of process
Maintain/ improve quality of product
Describe the matrix organization
Mix between process- and functional organization
Process owner are responsible for process performance
Departments provide resources, services, …
Processes extend the functional organization
Different degrees of the “leading” form of organization possible
Conflicts towards responsibility, priorities, resources
Describe the difference between a functional organization and a matrix organization
Functional organization: Clearly arranged, Budgets, targets, etc. can be set for a department, Human resources are department-based, Knowledge towards a topic is held within a department, Each department has its “boss” - but interfaces between departments cost time and money
Process organization: not 100% possible (HR, Controlling)
Which criteria can be used to determine if a set of actions is a process?
Resources used
Complexity
Number of interfaces to other business units
Relevancy for the business strategy
Number/impact of risks
Explain the classification of processes towards size
Value chain - Business Process - Subprocess - Process activity - Process task - Work instruction
Explain the categorization of processes regarding value creation
- Core business processes: these processes understand, create, communicate,
deliver, reach, and ensure customer’s benefit (this is where you put the value
chain(s))
- Management processes: they develop goals, strategies, plan, lead; it’s about
establishing goals, controlling them and finally reaching them.
- Support processes: they are not visible to the customer, they support other
processes, they are required for running other processes
What are the four tasks of BPM?
1. Strategy and governance
2. Process documentation and –design
3. Process controlling
4. Optimization and implementation of processes
What does a business process management handbook contain?
What is BPM?
What is a process? - process worthiness criteria
Which standards are used?
Description of process lifecycle
Macro process management
- Classification and choice of processes in enterprise process model
Micro process management
– Template for process documentation
– Modeling notations preferred
– Frameworks used
Process organization – roles in BPM and basic descriptions
Definitions, contacts, abbreviations, feedback cycles, …
Explain the four sucess factors of BPM
Leadership: engaged management, makes it a company-wide topic
Culture: customer first, not fearing change, embrace empowerment, foster learning, company goal
Governance: process manager / owner / team / office is needed
Expertise: in documenting / modeling / implementing processes, change management, program management
Explain the five success factors of a process
Process design - what tasks, when, by whom, how where, under what circumstances...
Process metrics - customer focus, enterprise goals, monitor periodically...
Process performers - technical skills, soft skills, managerial overview, self-motivation, self-management...
Process infrastructure - HR, IT, software (ERP)
Process manager - are at the touch point between “doing” and “governing”
Explain the PDCA cycle in connection with BPM
Plan: Define & document a process/ process map
Do: Use the process
Check: Monitor the process (based on performance indicators)
Act: Continuous improvement
Name four sources of information to model as-is processes
Interviews
Existing documents
Ask people working in the process to give documentation
Observe
Workshops
Mystery-anything e.g. mystery-shopping, mystery-support requesting, …
Describe the elements of a process
label: I.e. Noun verb-combination, E.g. Create order, fulfill service request, …
unique Identifier: Usually based on the location within the process map
trigger: An event that requires the process to start
Which steps are necessary to take for the picture card method?
1. Define activities and flow
2. Define inputs and outputs
3. Set responsibilities
4. Add the enablers
What are the six steps of the Brown Paper method?
1. Identify the process and define the goal of the exercise
2. Select the participants
3. Construct the process
4. Validate the process with feedback
5. Search for strengths, weaknesses and opportunities
6. Present the results to the management (the team itself should do that)
What a the Pro's of a workshop when gathering information for a process?
- Immediate response/ ways to clarify
- Rapid collection of data
- Same understanding
- Fewer changes afterwards
What a the Con's of a workshop when gathering information for a process?
Less details
Staff requirement -> cost, appointment
“Negative” group dynamics
What are the Pro's of an interview when gathering information for a process?
Lower staff requirement
Detailed information
What are the Con's of an interview when gathering information for a process?
More adjustments needed afterwards incl. common understanding
Process presentation afterwards?
Communication overhead?
Negative perception -> “secret” meetings
What are possible objects of consideration for a business process?
organization
data
flow of actions
functions
products and services
What are the Pro's and Con's of a Value Added Chain Diagram?
Very simple
Good to give overview
Not good for complex processes
No branches possible
Hardly more information than a coarse sequence of actions
What are the Pro's and Con's of a Process Flow Diagram?
Different degrees of detail
Very simple syntax
No real standard
Support branches
What does a process owner do?
Plan and coordinate process management activities within a company (usually for several processes)
Supports the process managers
Reports to the steering committee or the like
Ensures business strategy compliance
More on the governance side of BPM
What is a process manager?
Hands-on role of managing the process
Responsible for Running, Monitoring and reaching performance objectives, Reporting, (initiating) improvement and Designing the process.
Guidance of the process team members
What are the responsibilities of a process team member?
Individual objectives within process based on work
Continuous improvement
Participate in meetings, etc.
Deliver results as defined
Bring special knowledge
What does a process coach do?
Provides BPM-knowhow, e.g. guidelines on how to Describe, Monitor, Visualize, Support, Report
What is the RACI matrix and what conditions must be fulfilled?
Responsible
Accountable
Consulted
Informed
Check: should one R per row, must one A per row
Name five common aspects of a company mission
Customer/ Marketing – what do they do for the customer
Product or Service – what is their product like
Technology – are their technologies different than others
Concern for survival – company survival
Company philosophy – company mantra, basic idea
Business concept – the underlying idea on business making
Public image – what’s the image of the company
Employees – what do they think about their employees, how are they treated, is it a place you want to work at?
What is the company vision about?
What company looks like in future
Long-term view
What is the company strategy?
Path to reach the vision
Define goals on this road!
What is the difference between a Goal and an Objective?
A goal is vague, an objective is bound to a specific action and is SMART
What does SMART stand for?
Specific – concrete and detailed
Measurable – setting a clear measure to be able to assess success (e.g. profit, number of employees)
Attainable – should be something you want to reach
Realistic – must be challenging but reachable
Timely – Deadline must be given until when it has to be reached
What is the connection between Goals, Objectives and Measures?
A goal can be turned into an objective using measures.
What types of goals exist (name at least 4)?
Economic goals (i.e. costs)
Flexibility
Quality
Dependability
Speed
Social goals
Ecological goals
