B7-W04-M06 Business Process Analysis (Part 1) Student PDF

BPAS – Module 6 Business Process Analysis – Part 1 IS210 – Business Process Analysis and Solutioning Singapore Management University School of Computing and Information Systems Model Analyse Solve Inn...

BPAS – Module 6 Business Process Analysis – Part 1 IS210 – Business Process Analysis and Solutioning Singapore Management University School of Computing and Information Systems Model Analyse Solve Innovate  Learning Outcomes Module 6 Learning Outcomes Understand the methodology for performing Static Analysis of a business process Perform Static Analysis of a given (As-Is) business process and document the appropriate impacts and recommendations for developing the To-Be process Perform Static Analysis using a tool Model Analyse Solve Innovate IS210-Business Process Analysis and Solutioning 2 Learning Journey Model Analyse Solve Innovate 4 main chapters: Model: Week 1 to 3 Analyse: Week 4 to 5 Solve: Week 7 to 9 Innovate: Week 10 to 12 IS210-Business Process Analysis and Solutioning 3  Big Picture Model Analyse Solve Problem Space Solution Space Need AS-IS AS-IS IT Solution for TO-BE TO-BE chang Process Process Process Process Requireme e Modeling Analysis Modeling Analysis nts Issues and AS-IS TO-BE Solutioning Business Needs Recommendatio Models Models Models ns IS210-Business Process Analysis and Solutioning 4  Process Analysis Approach Static Root Static Cause Report Analysis Manual Tool-based Simulatio Pilot Test n Dynamic IS210-Business Process Analysis and Solutioning 5  Static vs. Dynamic Analysis Static Analysis Dynamic Analysis Engineering Software Analyse the issue of program Analyse the issue of program code by code without code execution executing the program code (e.g., Business Process (e.g., lint) unit test) Management Analyse the issue of business Analyse the issue of business process by process without process executing the business process execution - Pilot test - Review the interview scripts - Run simulation based on the process - Review the as-is models model IS210-Business Process Analysis and Solutioning 6  Static Analysis Methodology Intervie w Script 1. Issue Elicitation Issue As-is List Model Static Report 2. Issue Analysis RCI Model 3. Recommendation RCR Formulation Model IS210-Business Process Analysis and Solutioning 7  Static Reports Analyse As-is Model using tool Purpose of Static Reports – Identify the costs and time about the process – Identify the issues with respect to activities and resources Example of Static Reports – Cost Calculation Reports – Resource Calculation Reports Reports vary according to the tool – https://chatgpt.com/share/9ff9e665-ebdd-4265-b20c-c2c437403 7a2 IS210-Business Process Analysis and Solutioning 8 Example: Cost Calculation Report Cost to run the Probability of Cost to run the activity task being activity considering the executed probability IS210-Business Process Analysis and Solutioning 9  Example: Resource Calculation Report Number of actual resources needed Time taken Workload for CSO Workload for CSO for CSO to run the including the executing 6500 personal allowance the activity instances time IS210-Business Process Analysis and Solutioning 10 Example: Average Time Calculation Report 1. A+B= 10 + 20= 30 minutes 2. A + max(B, C) = 10 + 20= 30 minutes 3. A + (0.5*B) + (0.5*C)= 10 + 10 + 5= 25 minutes 4. A + (0.25*B) + (0.75*C)= 10 + 5 + 7.5= 22.5 minutes  Static Analysis Methodology Intervie w Script 1. Issue Elicitation Issue As-is List Model Static Report 2. Issue Analysis RCI Model 3. Recommendation RCR Formulation Model IS210-Business Process Analysis and Solutioning 12  RCI Model Construction Guideline Root Cause Impact (RCI) Model 1. ​Identify the issue and give a short description 2. Identify the cause of the issue 3. Identify the common cause of each causes as the root cause How? Let’s try the 5-why approach… or the Fishbone Diagram Policy * https://www.youtube.com/watch?v=38RlXdr4Np0 IS210-Business Process Analysis and Solutioning 13  RCI Model Example Root Cause Impact (RCI) Model 1. ​Identify the issue and give a short description 2. Identify the cause of the issue 3. Identify the common cause of each causes as the root cause Subway Order Process Pain point/issues: - Long queues Causes: - Orders taking too long Cause #2: - incompetent staff Resolution: - Training IS210-Business Process Analysis and Solutioning 14  RCI Model Template Category of the Detailed cause Issue: Impact Level: Name of the of the issue. Process 5. Very High process This decides System the type of the … People issue Policy 1. Very Low Others Process Name: Issue# Issue Cause Root Issue Business Impact Descripti Descripti Cause Categor Performanc Level on on y e Metrics Top Level cause What is the What is/are the High-level problem and recommendation is based business how it affects on this. metric(s) that the business Helps in identifying a gets affected by performance? common solution for the issue? multiple issues IS210-Business Process Analysis and Solutioning 15  RCI Model Process Name Name of the process. This is the selected process Issue # Issue number. For easier reference in other models Issue Description A brief description of the issue. How is business performance affected? Process Name: Issue # Issue Cause Root Issue Business Impact Descripti Descripti Cause Categor Performanc Level on on y e Metrics IS210-Business Process Analysis and Solutioning 16  RCI Model Cause Description Description of what causes the issue (consider “issue” as outcome or effect) Root Cause Top level cause Usually one or a few High-level recommendation is based on this Helps in identifying a common solution for multiple issues Process Name: Issue # Issue Cause Root Issue Business Impact Descripti Descripti Cause Categor Performanc Level on on y e Metrics IS210-Business Process Analysis and Solutioning 17  RCI Model Issue Category Process related – Non-automation, missing activities, missing participants, wrong activity sequence, etc. System related – Improper performance, interface, functionality, etc., of IT applications. People related – Work attitude, lack of knowledge/skills, etc. Policy related – Organization or Departmental, External - government Others – External partners, or those that cannot be placed in the above categories IS210-Business Process Analysis and Solutioning 18  RCI Model Business Performance Metrics What is the business performance metric that gets affected by the issue? – No. of orders processed in a day Impact Level R ​ elative severity of the issue Severity of the business performance metric affected Process Name: Issue # Issue Cause Root Issue Business Impact Descripti Descripti Cause Categor Performanc Level on on y e Metrics IS210-Business Process Analysis and Solutioning 19  Common Root Cause in BPM Issue Issue Issue Root Cause Categor Root Cause Categor y y Paper-based process Process Lack of system System Lack of information Process functionalities Lack of automation Process Lack of system integration System Inadequate activity Process Inadequate staffing People flow Inadequate training People Task redundancy Process Government policy Policy Late exception check Process Company / department Policy policy IS210-Business Process Analysis and Solutioning 20  RCI Model Example: Process Category Process Name: Real Estate Sales Process Issu Issue Business Issue Cause Impact e Root Cause Categor Performan Description Description Level # y ce Metric 1 Errors in the Buyer and Paper-based Process Metric 1: High (4) forms where seller fill in Process No. of the bill of sales paper form, complete information is which is prone sales captured to error Metric 2: No. of errors per paper form 2 … … … … … …  RCI Model Example: Policy Category Process Name: Real Estate Sales Process Issu Issue Business Issue Cause Impact e Root Cause Categor Performan Description Description Level # y ce Metric 1 Errors in the Buyer and Government Policy Metric 1: High (4) forms where seller fill in Policy (requires No. of the bill of sales paper form, to sign bill of complete information is which is prone sales on paper) sales captured to error Metric 2: No. of errors per paper form 2 … … … … … …  RCI Model Example: People Category Process Name: Real Estate Sales Process Issu Issue Business Issue Cause Impact e Root Cause Categor Performan Description Description Level # y ce Metric 1 Errors in the The sales agent Inadequate People Metric 1: High (4) forms where does not Training No. of the bill of sales validate the complete information is form for sales captured correctness and completeness Metric 2: No. of complaints from buyer or seller 2 … … … … … …  RCI Model Example: System Category Process Name: Real Estate Sales Process Issu Issue Business Issue Cause Impact e Root Cause Categor Performan Description Description Level # y ce Metric 1 Errors in the The system Lack of System System Metric 1: High (4) forms where cannot properly Functionalities No. of the bill of sales validate the complete information is form for sales captured correctness and completeness Metric 2: No. of exceptions raised by the system 2 … … … … … …  Class Discussion RCI Model for StarMall You are a business analyst at StarMall and conducting the root clause analysis for the Rental Application Process Use the RCI Template to conduct the analysis Each team will be assigned 2 issues – Random Assignment Fill in your answers in the following form: – https://smu.sg/BPAS-RCIModel ~15 minutes IS210-Business Process Analysis and Solutioning 25  Rental Application Process – As- is 4 1 2 3 5 IS210-Business Process Analysis and Solutioning 26  Rental Application Process Issues Issues The application form is manually dispatched by 1 OD thus leading to the increase in the waiting time The eligibility of the customer is checked by 2 MO in the later stage which makes cost of rejection high LM’s role is critical as he need to approve all 3 applications. This results in longer waiting times for straightforward applications. IS210-Business Process Analysis and Solutioning 27  Rental Application Process Issues Issues CSO must manually fill in the 4 application form together with the applicant affecting his productivity MO will first check the availability 5 and then markets the rental spaces which is time consuming and inefficient IS210-Business Process Analysis and Solutioning 28 Issue # Issue Cause Root Cause Issue category Description Description 2 The eligibility of MO needs to UEN was not Process the customer is come down and asked in the checked by MO meet customer application form in the later stage to get their UEN which makes cost of rejection high 5 MO will first MO has to check MO has limited Process check the availabilities for data on availability and all ‘possible customer’s then markets the spaces’ based on specific rental spaces customer requirements for which is time requirements the spaces and consuming and from the has no  Static Analysis Methodology Intervie w Script 1. Issue Elicitation Issue As-is List Model Static Report 2. Issue Analysis RCI Model 3. Recommendation RCR Formulation Model IS210-Business Process Analysis and Solutioning 30  Generate Recommendations Recommendations are formulated based on … Domain Technology Understanding Understanding Industry Best Past Experience Practices IS210-Business Process Analysis and Solutioning 31  RCR Model Construction Guideline Root Cause Recommendation (RCR) Model 1. Prioritise the issues from the RCI Model based on impact level 2. Identify the list of root causes 3. For each root cause, suggest one or more recommendations – Tool-based reports may also help in suggesting additional recommendations 4. For each recommendation, determine the impact the recommended solution will have on mitigating the root cause and assign an impact score – # resolved issues – aggregated impact level from RCI 5. For each recommendation, identify the complexity of implementing it IS210-Business Process Analysis and Solutioning 32  RCR Model Template Root Cause Recommendatio Recommendatio Complexity n n Impact Score 5. Very Easy Identifies the top- level cause for the Describes the solution 5. Very High … issue to exist to mitigate the root … cause 1. Very Low 1. Very Complex Reason: Resolves #Issues May have more than one recommendation as alternatives Recommendation Complexity of Root Cause Recommendation Impact Score with Implementing reason Recommendation IS210-Business Process Analysis and Solutioning 33  RCR Model Example Recommendation Note Complexity Note 4. High This will be a tedious process and take a lot of time and effort since If this recommendation succeeds the industry is very fragmented. there is a high impact to solve the Low warranty the policy will be issues caused by the root cause. change. Recommendation Complexity of Root Cause Recommendation Impact Score with Implementing reason Recommendation Cooperation with other real estate 4. High. Government Policy agency companies It can solve 3 issues (requires to sign bill 1. Very Complex to propose change out of 4 for this root of sales on paper) to the Government cause Regulation IS210-Business Process Analysis and Solutioning 34  Exercise RCR Model Develop the RCR Model for StarMall for the issues identified in RCI model Fill in your answers in the following form: – https://smu.sg/BPAS-RCRModel ~8 minutes IS210-Business Process Analysis and Solutioning 35  Food for Thought Fictitious Scenario In mid-2025, a business analyst identified an issue with the current insurance claim process. This process involved an in- person document verification activity, and customers are dissatisfied due to long wait What is the cause of the issue? times. What is the root cause? Which category does this issue belongs to? What would be your recommendation to address the root cause of this issue? https://www.straitstimes.com/singapore/jobs/all-employers-in-singapore-must-fairly-consider-flexi-work-requests-from-dec-1-under-new-rules  Let’s Practice Lab 4: Tool Based Static Analysis Of As-Is and To-Be Processes IS210-Business Process Analysis and Solutioning 37  Class Reflection Reflect about Lab 4 and Module 6 Week 3 Please submit your individual reflection at: https://smu.sg/BPAS-Reflection