S15_BPM_Process Improvement_BPMS_Part 1

S15_BPM_Process Improvement_BPMS_Part 1 - Process...

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Process Improvement via Information Systems: Part 1 Business Process Management Systems (BPMS)
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What is Business Process Management? Model, Measure and Analyze Execute and Interact Monitor and Manage Management Approach A Management Discipline Tools and Technologies Implementation Platform Design and Implement BPM Continuous Improvement Cycle ERP Systems (Current) Major shift in Thinking Bus Process Mgmt Systems Bus Rules Mgmt Systems Service -oriented Architecture •[Web] Services Development Execution/ Operation
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Enterprise Process Map Source: Paul Harmon, BP Trends Strategy Level Business Process Level Data Center, Processor and Operating Systems Architectures Human- IT Interface Model Screens & Reports Specific Process Business Process Establish Organization Plans & Goals Implementation Level Process Automated via IT Systems Process Performed by Employees Physical Plant and Technology Specification The Business Process Archiecture Defines the Organizations' Value Chains/ Core Processes and How All its Business Processes Fit Together, are Managed and Measured, etc. The Process Model Defines a Specific Process in terms of Subprocesses, Activites, etc. ERP Systems (Current) Major shift in Thinking Bus Process Mgmt Systems Bus Rules Mgmt Systems Service -oriented Architecture •[Web] Services 1. Work Organization (Functional & Process) 2. Jobs/Roles 3. People 4. Social Support (Reward, Training, selection, etc.)
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CUSTOMER Clips and Tacks Current Order Handling Process ( AS I S Model) Call Center  (Custom er  Service) Order/ Product  Management  System Warehouse  (Shipper) Cust om er  Record  Syst em Order  Manager Customer calls  between  8-5 and  orders using  catalog Receive  Request New Customer? Enter Custom er  I nform ation  into system Yes Take Order and  enter into  system No Update  Custom er  Database Create order More than $500? Access Order Review Order Order filled Yes No Access  Custom er  I nform ation Acceptable Risk? Yes Order Shipped Email Rejection No Change Status  to Shipped REQUEST CUSTOMER INFORMATION ORDER INFORMATION ORDER  CANCEL ORDER Quick Review IS Improvements?
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Traditional Systems and ERP (Applications, Data, Business Process/Workflow embedded in Applications ) Order and Customer Data Capture Review Order Credit Check (External Service) Applications Information (Data) Interface Business Process (Workflow) Database Driven Applications Customer Order Manager Customer Orders
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Typical Process Problems Without BPMS 1. Manual/human Tasks and Communication (ex Paper of email) not captured 2. Inefficient Working Environment Spans Systems 3. Incomplete or Inaccurate Data Flow Between Systems 4. Lack of Control over System and Business Events (Exceptions) 5. Poor visibility Into Entire Process Performance Account Administration Executive Management Customer Service Invoice Reconciliation Team Account Team Policy Billing CRM Imaging 1 2 3 5 4 ! ! !
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