BPM7_Qualitative Process Analysis(1).pdf - Part 5...

Part 5:
Qualitative process analysis
Prof. Dr. Jochen De Weerdt

Lecture overview
1.
Introduction
2.
Value-added analysis & waste analysis
3.
Issue documentation
•
Issue register
•
Pareto analysis
•
PICK charts
4.
Root cause analysis
Many of the slides in this presentation are based upon lecture material from M. Dumas (University of Tartu).
2

Lecture material
•
Dumas, M., La Rosa, M., Mendling, J., Reijers, H. (2017)
Fundamentals of Business Process Management. 2
nd
edition.
•
Chapter 6
3

Business Process Analysis

Process Analysis Techniques
Qualitative Analysis
• Value-Added Analysis & Waste Analysis
• Root-Cause Analysis
• Pareto Analysis – PICK charts
• Issue Register
Quantitative Analysis
• Quantitative Flow Analysis
• Queuing Theory
• Process Simulation

Value-added analysis &
waste analysis
6

Value-Added Analysis
•
Decorticate the process into steps
•
Steps performed before a task
•
The task itself, possibly decomposed into smaller steps
•
Steps performed after a task, in preparation for the next task
•
Classify each step into:
•
Value-adding (VA)
•
Business value-adding (BVA)
•
Non-value-adding (NVA)

Value-adding activities
•
Produce value or satisfaction to the customer
•
Criteria
•
Is the customer willing to pay for this step?
•
Would the customer agree that this step is necessary to achieve
their goals?
•
If the step is removed, would the customer perceive that the end
product or service is less valuable?
•
Examples
•
Order-to-cash process: Confirm delivery date, Deliver products
•
University admission process: Assess application, Notify admission
outcome
8

Business value-adding activities
•
Necessary or useful for the business to operate
•
Criteria
•
Is this step required in order to collect revenue, to improve or grow the business?
•
Would the business (potentially) suffer in the long-term if this step was
removed?