S15_BPM_Process Improvement_BPMS_Part 1

S15_BPM_Process Improvement_BPMS_Part 1 - Process...

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Unformatted text preview: Process Improvement via Information Systems: Part 1 Business Process Management Systems (BPMS) 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 Enterprise Process Map Source: Paul Harmon, BP Trends 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.) CUSTOMER Clips and Tacks Current Order Handling Process (AS IS Model) Call Center (Customer Service) Order/Product Management System Warehouse (Shipper) Customer Record System Order Manager Customer calls between 8-5 and orders using catalog Receive Request New Customer? Enter Custom er I nfor m ation into system Yes Take Or der and enter into system No Update Custom er Database Cr eate or der More than $500? Access Or der Review Or der Order filled Yes No Access Custom er I nfor m 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? 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 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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This note was uploaded on 02/20/2012 for the course MIST 5750 taught by Professor Bostrom during the Spring '09 term at UGA.

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S15_BPM_Process Improvement_BPMS_Part 1 - Process...

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