Reflection paper
Types of Business Processes
Process Maturity
What is Process Modeling?
Different Perspectives
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What if we were asked to create a model without training?
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What is BPMN?
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BPMN = Business Process Model & Notation
What is BPMN?
Why BPMN as Modeling Language?
Why Should we Model Processes?
Benefits of Process Modeling
1. Pictures are worth 1000 words. If you use charts, graphs, and other images, you will easily save yourself the trouble of writing up dozens of pages of information on the processes that need fixing and the data that you’ve collected. Pictures will serve you much better than a 50 page report in every single instance. 2. Process improvement is easier done when it can be analyzed through process mapping. Identifying issues and changing processes is much easier because you can pinpoint exact places where changes need to happen. 3. Visualizing processes makes the problem clearer from the start. Process maps make inefficiencies in the work flow readily obvious. Often, those inefficiencies come to light before you've even completed the map. By creating and tracking paths on the flow chart, you can see where problems and delays occur. Moreover, creating maps forces you to break processes into smaller components. Doing that makes it easier to clearly identify problems, the first critical step toward solving them.
Benefits of Process Modeling
4. Employee Involvement. It's a wise idea to involve employees at every level and from every department when creating a process map or flow chart. By doing so, you gain valuable input that you might otherwise miss and give employees a chance to take ownership of the process. With their input, your chance for success improves. Additionally, involving employees becomes a morale booster.
5. Training can be more effective through visualization. You can have someone read a 500 page book on Six Sigma. You can tell them everything that they need to know, and make them write notes to keep track. They still won’t remember as much or understand the practical application until they have a visual example to help them understand how things work.
BPMN Overview
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Basic Diagram Elements
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Pools and Lanes
Activities
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Events
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Start Events
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Intermediate Events
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Intermediate Events (Normal Flow)
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Intermediate Events (Attached to Boundary)
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End Events
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Gateways
Exclusive Gateways
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Exclusive Gateways, Based on Data
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Exclusive Gateways, Based on Event
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Inclusive Gateways
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Complex Gateways
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Parallel Gateways
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Connectors
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Sequence Flow
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Message Flow
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Artifacts
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Library Book Lending Process
Ordering and Delivering a Pizza
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Sample Process
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Sample Process
Sample Process – Incident Manager
For a software company, here’s the incident support process:
Incident process is triggered by a customer requesting help from her account manager because of a problem in the purchased product. The account manager should try to handle that request on his own and explain the solution to the customer, if possible. If not, the account manager will hand over the issue to a 1st level support agent, who will hand over to 2nd level support, if necessary. The 2nd level support agent should figure out if the customer can fix the problem on her own, but if the agent is not sure about this he can also ask a software developer for his opinion. In any case, at the end the account manager will explain the solution to the customer.
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Sample Process – Incident Manager
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Customer
Sample Process – Hardware Shipment
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Interview notes with Clerk:
“First thing, I have goods that need to be shipped. I always give the goods to the warehouse worker to be packaged. While the goods are being packaged, I make a decision about if goods require special shipment or if normal post is okay. If normal post is okay, I check if extra insurance is necessary (insurance is automatically included with special carriers). If extra insurance is required, I ask the Logistics Manager to take out the insurance. Whether or not we get extra insurance, I need to fill out the post label for normal post. If special carrier is required, I first request quotes from various carriers. I choose a carrier and prepare the paperwork. I give the paperwork from the normal post or the special carrier to the warehouse worker. That’s pretty much all I do.”
Interview notes with Warehouse Worker:
“The clerk brings me goods that need to be shipped. I package the goods. I can’t do anything else with that order until the paperwork is received for shipping. I combine packaged goods with paperwork and move package to the pick up area.”
Interview notes with Logistics Manager:
“Basically, if the Clerk requests extra insurance for a package going with normal post, I take out the insurance. That’s it for me. Very simple.”
Sample Process – Hardware Shipment
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BPMN Templates for MS Visio
If you are using MS Visio, consider installing BPMN Visio stencil. There are several options if you Google “BPMN Visio Stencil".
For example, register (free) and download a "BPMN starter kit" from the following site:
http://www.orbussoftware.com/downloads/ visio -starter-packs/ bpmn -20-starter-pack
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