Business Process

Transcript

rvicse
e-se e s
busin ess proc

ac ourse prepared
r
by yves pigneu
e-business
se rvice design
scenario & storytelling
ta sk analysis
p rototyping
ervice qualit y & usability
s
busi ness process ation
bluepr int & visualiz
business pr ocess model
! compliance
service p roductivity &
bu siness model
value cha in & network l innovation
service & b usiness mode
business
process
^
mo del
f ront
s tage

back
s tage
diving to the business processes …
Customer
actions online borrow ask for return
pre- document deadline document
reservation extension
line of interaction

Onstage
actions check & tack back
authorize document
access
line of visibility

Backstage
actions pick-up answer record return
document telephone &
confirm store document

line of internal interaction

Support
maintain maintain
processes reservation book
system inventory
Customer
actions online borrow ask for return
pre- document deadline document
reservation extension
line of interaction

Onstage
actions check & tack back
authorize document
access
line of visibility

Backstage
actions pick-up answer record return
document telephone &
confirm store document

line of internal interaction

Support
maintain maintain
processes reservation book
system inventory
?
iness process
What’s a bus

a workflow ?

illustrations.fr
“ 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.
”
Hammer & Champy
Reengineering the Corporation: A Manifesto for Business Revolution
“ Workﬂow is a term used to describe
the tasks, procedural steps, organizations
or people involved, required input and
output information, and tools needed
for each step in a business process.
”
SearchCIO.com
deﬁnitions
dream …
ask for vacations … case

@ WorkﬂowGen
case
case

@ WorkﬂowGen
BP MODEL
cording to BPMN
ac
“ BPMN deﬁnes a diagram […] tailored for
creating graphical models of
business process operations […] a
network of graphical objects, which are
activities and the ﬂow controls
that deﬁne their order of performance. ”
Stephen White, IBM
Introduction to BPMN
leave management

employee
not approved accepted
complete refused
complete
dream of leave

no
manager demande
leave validate approved?
de congé validate
application yes

no
director
décider accepted?
décider yes
what are the
main compon
of this mode ents
l?
rf.snoitartsulli

> see document
activity

http://earth.leeds.ac.uk/esc_wg/
ACTIVITY

^ in BPMN

quot; a generic term for work that company performs
quot; can be atomic or compound
quot; produce output or results from input
leave management case
complete complete a leave application

examine the application, approve or
validate refuse, and forward to the final
decision-maker

make the final decision by approving or
decide
refusing
criteria for decomposition

!no change in space and
in resources during the
execution
!no interruption in time
actor
ACTOR
^ in BPMN

quot; (role of)
quot; participant in charge or responsible of activities
leave management case
employee
complete

manager validate

director decide
event
EVENT

^ in BPMN

quot; something that “happens” during the course of a process
quot; which affects the ﬂow of the process and
quot; usually has a cause (trigger) or an impact (result)
leave management case
employee
not approved refused accepted

complete
dream of leave

manager
validate

director
decide
ﬂow
FLOW

^ in BPMN

quot; control used to show the order (the sequence)
that activities will be performed in a process
quot; can show the messages between activities
(or business entities) that send and receive them
leave management case
employee
not approved refused accepted

complete
dream of leave

manager
leave validate
application

director
decide
gateway
GATEWAY

^ in BPMN

quot; used to control the divergence and convergence of ﬂow
quot; determines traditional decisions, as well as
the forking, merging, and joining of paths
leave management case
employee
not approved refused accepted

complete
dream of leave

no
manager leave
validate approved?
application yes

no
director accepted?
decide
yes
leave management
employee
case

COMPLETE not approved refused accepted

leave application

no
manager

VALIDATE approved?

yes

no
yes
director

DECIDE
accepted?
partners
PARTNERS

^ in BPMN

quot; external business entities or people which cooperate in
inter-organizational processes
loan management case
BP DESIGN
uses of proce
ss models ??
?
rf.snoitartsulli

> see document
business
process
&
reengine ering
reengineering BPR
“ a management approach aiming at
Business process reengineering (BPR) is

improvements by means of elevating
efﬁciency and effectiveness of
the processes that exist within and
across organizations. ”
Hammer & Champy
Reengineering the Corporation: A Manifesto for Business Revolution
^
BPR
according to
Hammer & C
hampy

deploy transversal processes
remove steps
use information technology
reduce number of actors
increase parallelism
limit controls
oticon
who is Otico
n?

?
in which business

which rev
olution
in the 90
’s ?
rf.snoitartsulli

> see document
spaghetti organization
outsourcing BPO
“ BPO is the process of hiring another
company to handle a business
process for you… Now it
encompasses a number of functions that
are considered quot;non-corequot; to the
primary business strategy.
”

SourcingMag
“ The expected turnover of the BPO
sector by March 2008 will be around US
$ 10.9 billion, with the industry
employing slightly over 700,000
employees. ”
NASSCOM BPO Newsline
business
process
&
manu factu ring
just in time JIT

© DetroitDiesel
“ Just-in-time is an inventory strategy
implemented to improve the return on
investment of a business by reducing in-
process inventory and its associated carrying
costs. In order to achieve JIT the process
must have signals of what is going on
elsewhere within the process. ”
wikipedia
do you know
the
Kanban conce
pt ?
rf.snoitartsulli
do you know
the
Kanban conce
pt ?

drawn by
Michel B
alme
rf.snoitartsulli
su
concept
permarke
t

© http://www.toyota.co.jp/en/vision/production_system/just.html
“ Lean production is an assembly-line manufacturing
methodology developed originally for Toyota […] The goal
of lean production is described as to get
the right things to the right place
at the right time, while minimizing
waste and being open to change. ”
SearchCIO.com
deﬁnitions
“ Six Sigma is a business strategy that seeks to
identify and eliminate causes of
errors or defects or failures in business
processes by focusing on outputs that are
critical to customers. It is also a measure of
quality that strives for near elimination of
defects using statistical methods. ”

Jiju Antony
© McKinsey lean six sigma
© Dilbert
business
process
&
quality
quality management TQM
“ Certiﬁcation to an ISO 9000 standard
does not guarantee any quality of end
products and services; rather, it certiﬁes
that formalized business
processes are being applied. ”

international organization for standardization (ISO)
Is ISO 9000
similar to ser
vqual ?

different ?

why ?
rf.snoitartsulli
SERVQUAL
^ according to
Parasuraman
, Zeithaml, a
nd Berry

for assessing quality of service
based on measured gap between consumer
expectations and perceptions

is not ISO 9001 …
© Dilbert
business
process
&
IT
maturity model CMM

http://www.clipartreview.com/_gallery/_pages/r_865.html
“ Capability Maturity Model® Integration
(CMMI) is a process improvement
approach that provides organizations
with the essential elements of effective
processes. ”

Software Engineering Institute, CMU
capability maturity model
optimized

managed

deﬁned

repeatable

ad hoc

sale
production buy
salary

Enterprise function-oriented
Function-oriented
process-oriented
Process-oriented

Resource
Planning
(ERP)

ERP

DB
DB DB DB

[Estier, 2001]
SOA
service-oriented architecture

[Kalakota, 2001]
“ Customer relationship management
(CRM) is a term applied to processes
implemented by a company to handle its
contact with its customers. ”

Gartner
customer relationship
Sales force automation
Prevision, contacts, estimate, proposition, follow up …
Convert a visitor to a customer and keep the customer

SALES

Customer Base
SERVICE MARKETING

Call center, messaging, web … Initiative, campaign
Self-service from telemarketing to messaging
Pro-active, quality of service, … one-to-one marketing
build to order
acc ording to
Dell
Prevision

Planing of
stock
Process
Planing of Replenishment
capacity
Process
MRP
Order planning choice supplier

Order Order Planing of Availability stock
processing confirmation realization Scheduling
Process
Stock allocation
order of priorities Production & assembly
Scheduling
manufacturing

Scheduling De-stocking Planing Customer Process
distribution loading delivery service Distribution

[Kalakota, 2001]
build to order
acc ording to
Dell
SCM
supply chain management

information
product

supplier manufacturer distributor seller buyer

payment

[Kalakota, 2001]
“bull whip effect”

information
product

supplier manufacturer distributor seller buyer

payment
simulation
EDI
electronic data interchange

Company A Company B

BUY selection, comparison, … SALE before sale

order
Order Supply sale

delivery
Reception Delivery production & distribution

Payment invoice Invoicing after-sale

payment confirmation
Bank A Clearing Bank A
ECR
efﬁcient customer response
retailer

Manufacturer VMI – DC retailer

VMI – DC retailer

3d – DC retailer

Manuf. – DC retailer retailer

retailer

DC = distribution center

[Maller, 2001]
procurement
dutch ﬂowers

http://www.pbase.com/srijith/image/88605858

http://www.pbase.com/srijith/image/88605858
how does it w
ork ???

market place ?

dutch auction ?
rf.snoitartsulli

> see document
http://www.pbase.com/srijith/image/88605858

http://www.pbase.com/srijith/image/88605858
http://www.pbase.com/srijith/image/88605858

http://www.pbase.com/srijith/image/88605858
http://www.pbase.com/srijith/image/88605858
business process
employee

COMPLETE not approved refused accepted

leave application

model
no
manager

VALIDATE approved?

yes

no
yes
director

DECIDE
accepted?

rev iew quot; activity
quot; actor
quot; event
quot; flow
quot; gateway

Business Process

Transcript

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