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COMM 360 - ch1 Notes

The document summarizes key concepts in business process management (BPM) including events, tasks, activities, decision tasks, actors, physical and informational objects, customers, and BPM goals. It also outlines the BPM lifecycle including process identification, discovery, analysis, redesign, implementation, and monitoring. Common business processes are discussed like order-to-cash, quote-to-order, procure-to-pay, issue-to-resolution, and application-to-approval.

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20 views

COMM 360 - ch1 Notes

The document summarizes key concepts in business process management (BPM) including events, tasks, activities, decision tasks, actors, physical and informational objects, customers, and BPM goals. It also outlines the BPM lifecycle including process identification, discovery, analysis, redesign, implementation, and monitoring. Common business processes are discussed like order-to-cash, quote-to-order, procure-to-pay, issue-to-resolution, and application-to-approval.

Uploaded by

claymoreman96
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© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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COMM 360 – BPM CH 1 notes

Event: things that happen automatically

Task: single unit of work, simple activity

 Checking to see what was delivered was what was ordered

Activity: a bundle of tasks

 A inspection involving tests to ensure product is in working order, comes with required
accessories etc…

Decision tasks: A point in time where a decision leads to a divergence in how the process is executed

Actors: something that will carry out tasks within a process

 including human actors, organizations, or software systems acting on behalf of human actors or
organizations

Physical object: tangible objects

Informational objects: objects such as data, electronic docs, etc… (cannot be touched)

Customer: one who consumes the output

*Goal of BPM is to focus on individual business processes that make up a organizations operations as a
whole while organizing and managing work in a organization.

Exercise 1.2

a) Purchasing, ap, warehouse departments and the vendor


b) Purchasing department
c) The process delivers the product to ford
d) Goods can be accepted or not accepted

*Look at tasks as a whole instead of individual taks

BPM LIFECYCLE***

1. Process identification (business problem posed, processes of note identified)


a. Done in parallel with performance measure identification
b. Process architecture
2. Process discovery (process modeling)
a. As is model
3. Process analysis (identification of issues and opportunities)
a. Outputs a structured collection of issues
4. Process redesign (identification of changes that address issues identified in the prior step)
5. Process implementation (evolution from as is model to the to be model)
a. Organizational change management and automation
6. Process monitoring (collection of data related to the process is collected and used to determine
performance)
BPMN notation

o Activities = rounded rectangles


o Control nodes = diamonds
o Arcs (connects activities, control nodes, etc…)

Order-to-cash. This is a type of process performed by a vendor, which starts when a customer submits
an order to purchase a product or a service and ends when the product or service in question has been
delivered to the customer and the customer has made the corresponding payment. An order-to-cash
process encompasses activities related to purchase order verification, shipment (for physical products),
delivery, invoicing, payment receipt, and acknowledgment.

Quote-to-order. This type of process typically precedes an order-to-cash process. It starts from the point
when a supplier receives a Request for Quote (RFQ) from a customer and ends when the customer in
question places a purchase order based on the received quote. The order-to-cash process takes the relay
from that point on. The combination of a quote-to-order and the corresponding order-to-cash process is
called a quote-to-cash process.

Procure-to-pay. This type of process starts when someone in an organization determines that a given
product or service needs to be purchased. It ends when the product or service has been delivered and
paid for. A procure-to-pay process includes activities such as obtaining quotes, approving the purchase,
selecting a supplier, issuing a purchase order, receiving the goods (or consuming the service), and paying
the invoice. A procure-to-pay process can be seen as the counterpart of the quote-to-cash process in the
context of business-to-business interactions. For every procure-to-pay process there is a corresponding
quote-tocash process on the supplier’s side

Issue-to-resolution. This type of process starts when a customer raises a problem or issue, such as a
complaint related to a defect in a product or an issue encountered when consuming a service. The
process continues until the customer, the supplier, or preferably both of them agree that the issue has
been resolved. A variant of this process can be found in insurance companies that have to deal with
insurance claims. This variant is called claim-to-resolution

Application-to-approval. This type of process starts when someone applies for a benefit or privilege and
ends when the benefit or privilege in question is either granted or denied. This type of process is
common in government agencies, for example when citizens apply for building permits or when
entrepreneurs apply for business licenses (e.g., to open a restaurant). Another process that falls into this
category is the admissions process in a university, which starts when a student applies for admission into
a degree program. Yet another example is the process for approval of vacation or special leave requests
in a company.

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