Business Process Concepts

1. Business Process Concepts Typical Operational or Project Perspective For ICT teams, outputs translate to: Info Systems Online Services ICT support services Application Packages etc Enterprise Processes Activities Outputs Inputs Activities VALUE Hmmm What’s the business value? Activities Resources Resources

2. Key Highlights & Practice Perspectivesof Lecture 7 Concepts Business Process Modelling

3. Do a search on “program logic” Activities Enterprise Processes Activities Outputs Inputs Discuss what this means and how it would change the Business Process Paradigm? Activities VALUE Resources Resources

4. Program Logic Perspective Quality Measures Customer Satisfaction Measures Objectives Economic Impact Value is positive impact Competitive Prices Needs /Wants Fulfilment Measures Environment Impact Enterprise Processes Activities Social Impact Outputs Inputs Activities Realises Mid-term Outcomes Short-term Outcomes Long-term Outcomes Activities Often the Missing Parts in ICT Projects These Outcomes Define How do the ICT outputs translate to business objectives’ achievements?

5. Program Logic Perspective Objectives Strategic Portfolios, Programs & Projects Economic Impact Transform Environment Impact Enterprise Processes Activities Social Impact Outputs Inputs Activities Realises Mid-term Outcomes Short-term Outcomes Long-term Outcomes Activities Measured by Objectives Aligned KPI Measures

6. Porter’s Theory Influence in BP Engineering Cross / Horizontal / Common / Shareable Processes Vertical / Specialised Processes Vertical / Specialised Processes Eg Porter’s Secondary Value Activities Eg Porter’s Primary Value Activities Activities Enterprise Processes Activities Outputs Inputs Activities VALUE

7. BP Metrics & Measures Metrics Measures Measurement Attribute Measurement Attribute’s quantity units Volume m3 oz litres Quality downtime Delivery time No of Errors

8. BP Metrics & Measures Metrics Measures Activity Rate No of Work Steps Completed / Day Output rate Average units completed per hr or week Consistency Defect rate Productivity Output/Input Ratio Cycle Time Elapsed start to finish time Down Time Total hours operation shut-down Security No of process non compliance within a time period * * *

9. BP Modelling Techniques • The Common Techniques • USE Diagrams • Data flow diagrams • Activity diagrams • Event Process Diagrams Different Symbols & Modelling Rules

10. BP Modelling Perspectives Current As is Models Future To be Models Logical Model Physical Model Business Process Models

11. Business Process Reengineering Current Practice Analysis Future/Improved Practice Current As is Models Future To be Models Logical Model Physical Model Identify Weaknesses & Strengths Close Weaknesses & Sustain Strengths Inc Strategic Req ID Strategic Req

12. BP Modelling Uses Quality Management Operating & Management Improvements Service Design & Delivery Current As is Models Future To be Models Logical Model Physical Model Strategic Management Core Competencies (strategic services) Dev Strategy Implementation