Process Discovery Process Architecture Process Model Process Implementation

Process Discovery Process Architecture Process Model Process Implementation Executable Process Model Process Monitoring and Controlling Conformance and performance insights Source: Dumas, La Rosa, Mendling, Reijers, 2013

Process Analysis … identify, analyse, design, execute and monitor business processes… 37 Process Identification Process Modelling /Discovery Process Architecture Process Model Process Implementation Executable Process Model Process Monitoring and Controlling Conformance and performance insights Process Analysis Insights on process weaknesses and their impact Source: Dumas, La Rosa, Mendling, Reijers, 2013

Process Analysis 38 Additional activities ¡ Process Analysis ÷ Qualitative analysis: ¢ Issue register ¢ Root-cause analysis ¢ PICK charts • possible, implement, challenge, kill ÷ Quantitative analysis: ¢ Flow analysis ¢ Queuing analysis ¢ Process simulation Process Identification Process Modelling /Discovery Process Analysis

Process Analysis: sample qualitative techniques 39 Issue register, Root-cause analysis (Fishbone), PICK charts Short Description Issue Explanation Broad Consequence Assumptions Impact 2 Information regarding units does not match Units in Relocation system do not match information provided by ... Wrongly calculated entitlements cause manual calculation... 5% of cases go to the wrong queue, 5 minutes to sort queue and redirect. 5% recalculating on average 10 minutes per calculation. 28,000x0.05x15 = 21,000 minutes 350 hours/7.5 47 hrs 9.5 working days 5 Protected/ Mandatory data entry fields Not all fields in data entry forms are relevant but mandatory. So "fuzzy" information is entered Resource intensive, incorrect data. Cases in Clarify need to physically be closed. 5% of cases taking 2 minutes to locate and close. 5% of relocations requiring entry that is not needed taking 30 minutes each. 28,000x0.05x32 = 44,800 minutes 477 hours/7.5 99.5 hrs 20 working days 1 1 Information on posting orders Time consuming to sort through posting orders to identify relocations .... MBR does not get Info pack therefore cannot process move. More information could be provided which could be used later in process ... Only 1/3 rd of postings and CIPC’s are entitled to relocation. 28000 relocations then sorting through 84000 postings. 3 to 4 minutes on average to sort through each. 84,000x3.5 = 294,000 min/60/7.5 = 653 days /250 working days in year. 2.61 FTE Source: Dumas, La Rosa, Mendling, Reijers, 2013

10 applications per hour: 37% come back: Process Analysis: example of quantitative analysis 40 Process simulation Start End Check for completeness Perform checks Make decision Deliver card Receive review request Request info Receive info Notify acceptance Notify rejection Time out complete? Decide review request Yes No reject reviiew accept 0.5 0.7 0.3 0.5 0.2 0.8 Task Role Execution Time (mean, dev.) Receive application system 0 0 Check completeness Clerk 30 mins 10 mins Perform checks Clerk 2 hours 1 hour Request info system 1 min 0 … … … … Source: Dumas, La Rosa, Mendling, Reijers, 2013