Business Process Management

1. Business Process Management
Practice 3: Essential Process
Modelling in BPMN
Marlon Dumas
University of Tartu
firstname.lastname@ut.ee

2. 2
Fragment of Equipment Rental Process
• The process starts when a site engineer fills in an equipment rental
request
• The clerk at the depot receives the request and, after consulting the
catalogues of the equipment suppliers, selects the most cost-effective
equipment that complies with the request.
• Next, the clerk checks the availability of the selected equipment with the
supplier via phone or e-mail. Sometimes the selected option is not
available and the clerk has to select an alternative piece of equipment and
check its availability with the corresponding supplier.
• Once the clerk has found a suitable piece of equipment available for
rental, they add the details of the selected equipment to the rental
request.
• The request is then passed on to the works engineer for approval. If the
works engineer approves it, the clerk sends a purchase order to the
supplier. If the works engineer rejects the request, the process ends.

3. 3
Solution

4. 4
Equipment Rental Process
What’s Wrong? Repair it…

5. 5
Problems With the Model
• There should be two tasks at the start of the
process: one for selecting the equipment, and
one for checking if the equipment is available
• “Equipment selected” is not a task. Should be
deleted.
• “Alternative selected” is not a task. There could
be a task called “Select alternative equipment”
instead. However, we can use a loop-back
instead

6. 6
When a claim is received, we first check if the claimant has a valid
insurance policy. If not, the claim is rejected and the claimant is
informed.
Otherwise, we assess the severity of the claim. Based on the outcome
(simple or complex claim), we send the corresponding form to the
claimant.
Once the form is returned, we check it for completeness.
If the form is complete, we register the claim in the Claims
Management system and the evaluation of the claim may start.
Otherwise, we ask the claimant to update the form. When we receive
the updated forms, we check them again and continue.
BPMN Exercise:
Simplified Insurance Claim Registration

7. 7
Solution

8. 8
BPMN Exercise: Lanes, Pools
• Claims Handling process at a car insurer
A customer submits a claim by sending in relevant
documentation. The Customer Service department
checks the documents for completeness and registers
the claim. The Claims Handling department picks up
the claim and first checks the insurance policy. Then,
an assessment is performed. If the assessment is
positive, a garage is phoned to authorise the repairs
and the payment is scheduled (in this order). In any
case (whether the outcome is positive or negative),
an e-mail is sent to the customer to notify the
outcome.

9. 9
Solution

10. 10
When a claim related to a major car accident is evaluated, a clerk
first retrieves the corresponding car accident report from the Police
Reports database. If the report is retrieved, it is attached to the claim
file. The claim file and the police report serve as input to a claims
handler who calculates an initial claim estimate. Then, an “action
plan” is created based on a “checklist”. Based on the action plan
and the initial claims estimate, a claims manager negotiates a
settlement with the customer. After this negotiation, the claims
manager makes a final decision, updates the claim file to record this
decision, and sends a letter to the claimant to inform him/her of the
decision.
Please depict all relevant documents in the model.
BPMN Exercise 3: Artifacts

11. 11
Solution

12. 12
Exercise
Model the following fragment using OR gateways:
When a claim is received, it is registered. After
registration, the claim is classified leading to two
possible outcomes: simple or complex. If the claim is
simple, the policy is checked. For complex claims, both
the policy and the damage are checked independently.
Check also the self-test quiz available at: http://www.proprofs.com/quiz-
school/story.php?title=essentials-of-process-modeling

13. 13
Solution