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?
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- Fall '15
- Management, Root cause analysis, Business process modeling