Process Flow Assignments for business analysis

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Practice Questions

BPMN2.0 Practice Question1
As soon as an invoice is received from a customer, it needs to be checked for mismatches.
• The check may result in either of these three options: –
i) there are no mismatches, in which case the invoice is posted;
ii) there are mismatches but these can be corrected, in which case the invoice is re-sent to
the customer; and
iii) there are mismatches but these cannot be corrected, in which case the invoice is
blocked.
• Once one of these three activities is performed the invoice is parked and the process
completes.

BPMN2.0 – Practice Question 2
Once the boarding pass has been received, passengers proceed to the
security check. Here they need to pass the personal security screening and
the luggage screening. Afterwards, they can proceed to the departure level.

A company has two warehouses that store different products: Amsterdam
and Hamburg.
When an order is received, it is distributed across these warehouses: if some
of the relevant products are maintained in Amsterdam, a sub-order is sent
there; likewise, if some relevant products are maintained in Hamburg, a sub-
order is sent there.
Afterwards, the order is registered and the process completes.

BPMN2.0- Practice Question 4
After the reception of a meeting remainder, a new account must be created
if the employee does not already have one. The report is then reviewed for
automatic approval. Amounts under $200 are automatically approved,
whereas amounts equal to or over $200 require approval of the supervisor.
In case of rejection, the employee must receive a rejection notice by email.
The reimbursement goes to the employee’s direct deposit bank account. If
the request is not completed in 7 days, then the employee must receive an
“approval in progress” email If the request is not finished within 30 days,
then the process is stopped and the employee is advised to start again.

BPMN2.0 - Practice Question 5
Customer sends order to company A.
Order needs to be entered to CRM system and checked by operations
and if something is missing/wrong operations ask internal call center to
contact the customer and correct the order. When order is OK, it is sent
to fulfillment for company B (vendor).
Vendor sends the product to the customer.
Since the case study does not give you all the details you are free to
make some assumptions and create a diagram accordingly.

BPMN2.0 - Practice Question 6
The customer calls the support center and reports an issue about underperforming service or faulty
equipment or software.
The Front Office collects information from the Customer and tries to provide a solution directly to the
Customer on the other end of the line, otherwise they inform the Customer the issue is going to be escalated
to technical experts and they will be contacted again soon.
When the Front Office receives the solution from the technical experts, they contact the customer and try to
close the issue; otherwise they inform the Customer that the issue is going to be further escalated.
When the issue is escalated to the 1st Level Technical Support Agent, the agent tries to provide a solution to
the Front Office; otherwise they request further assistance from the 2nd Level Technical Support Agent and
forward the solution to the Front Office when a solution has been provided.
When the issue is escalated to the 2nd Level Technical Support Agent, the agent tries to find a solution for
the 1st Level Technical Support Agent; otherwise they request further assistance from the Supplier and
forward the solution to the 1st Level Technical Support Agent when provided.
When the Supplier receives a request from the 2nd Level Technical Support Agent they provide a solution to
the reported issue. You are free to make assumptions if any details are missing.

The process starts when HR department receives information from a Candidate that she accepted the job offer.
HR clerk needs to send the contract to Candidate.
If the Candidate signed the contract, Clerk needs to notify the Responsible Department. In this case Candidate
details are stored in HRM application.
If the Candidate did not sign the contract, Clerk needs to review the contract and send it to Candidate (again).
After notifying the Responsible Department, Clerk needs to inform the Candidate of company policies and
procedures. Afterwards Candidate is registered for the medical insurance.
After receiving the notification, Responsible Department Clerk needs to identify the necessary preparations (on a
basis of data from the HRM application).
Preparations are standard procedures handled by other departments: IT (Prepare IT Environment), Payroll
(Update Payroll Records) and Facilities (Configure Access Cards).
When all 3 aspects were finished, Clerk needs to compile the welcome package for the new employee.
When this is done and HR Clerk registered the Candidate for medical insurance, Responsible Department Clerk
passes the welcome package to their new colleague, assigns a mentor and defines dates of necessary training.
This completes the process and new employee is ready for work.
You are free to make assumptions, if any details are missing.

You have been tasked with preparing the following Business Process Diagram ( BPD) using BPMN 2.0
Process Name : Administer Insurance Application
Company Name : Green Trees Insurance Limited
Process Participants : Sales Department , Underwriting Department
The process starts when an insurance application form is received from the customer by the Sales Department.
The first task is for the Sales Department to "Review Application". This task is performed by a system without
any human intervention.
If the application is completed correctly it gets sent to the Underwriting team
The first task for the Underwriting team is to review the applicant to see if he or she is deemed okay to insure
If the applicant is deemed okay to insure then the Underwriting team create a policy. They then send a copy a
policy confirmation notification to the customer and the process ends.
If the application is not complete when received by the Sales department it gets returned to the customer and
the process ends
If the Underwriting team are not comfortable insuring the applicant then the customer gets notified that their
insurance request has been rejected and the process ends.

You have been tasked with preparing the following Business Process Diagram ( BPD) using BPMN 2.0
Process Name : Administer Insurance Application
Company Name : Yellow Trees Limited
Process Participants : Policy Administration Department , Underwriting Department
The process starts when an insurance application form is received from the customer by the Policy Administration
Department.
The first tasks are for the Admin Department to review the application for completeness" and to "Validate the customers
proof of identity (POI) details. Both of these tasks are performed by a human and can be completed in parallel.
If the application is completed correctly and if the POI details are validated the application moves to underwriting where a
human checks the applicants credit history
If the applicants credit history is okay then the Underwriting team create a policy. Once the policy is created the applicant
gets an automated notification informing them of their policy details and the process ends.
However, if the applicants credit history is not okay then a human sends them a rejection notification and the process ends.
Also, if the application that the customer submitted is deemed to be incomplete by the Policy Admin Team, then a signal is
sent to the other parallel path so that the task of validating the customers POI, if still being undertaken, can be
interrupted and that path brought to an end.
The application is returned to the customer and that path is brought to an end also.
If, while validating the customers POI details, an exception is found then the process level terminates immediately.

• A loan application is approved if it passes two checks: i) the Applicant’s credit history check,
done by a Financial Officer, and ii) the Applicant’s loan risk assessment, done by a Risk
Assessor. Once both checks have been performed, a Loan Officer can assess the Applicant’s
eligibility. If the Applicant is not eligible, the application is rejected, otherwise it is
approved.
• A loan application may be coupled with a home insurance which is offered at discounted
prices. The Applicant may express their interest in a home insurance plan at the time of
submitting their loan application to the Loan Provider. Based on this information, if the
loan application is approved, the Loan Provider may either only send an acceptance pack to
the Applicant, or also send a home insurance quote.

The motor claim handling process starts when a customer submits a claim
with the relevant documentation. The notification department at the car
insurer checks the documents upon completeness and registers the claim.
Next, the handling department picks up the claim and checks the insurance.
Then, an assessment is performed. If the assessment is positive, a garage is
phoned to authorize the repairs and the payment is scheduled (in this order).
Otherwise, the claim is rejected. In any case (whether the outcome is positive
or negative), a letter is sent to the customer and the process is considered to
be complete.

After a supplier notifies a retailer of the approval of a purchase order, the
supplier can either receive an order confirmation, an order change or an
order cancelation from the retailer. It may happen that no response is
received at all. If no response is received after 48 hours, or if an order
cancelation is received, the supplier will cancel the order. If an order
confirmation is received within 48 hours, the supplier will process the order
normally. If an order change is received within 48 hours, the supplier will
update the order and ask again the retailer for confirmation. The retailer is
allowed to change an order at most three times. Afterwards, the supplier will
automatically cancel the order. If the order is canceled the supplier send a
customer feedback questionnaire request to retailer.

Max is facing a new challenge. He receives a shipment from the wholesaler
and doesn’t know what to do next. His boss tells him: No worries Max. First
you check whether the order and the invoice are correct. If not, you give the
package back to the shipping clerk. If it’s correct you check if it’s a standard
order or if it’s an ordered by a customer. If it’s a standard order you simply
put the shoes into the warehouse. If it’s an order for a customer, put the
shoes behind the cash deck and that’s it! Your job now is to help Max by
creating a simple process. Ignore the tasks of the shipping clerk for now. Just
model what Max needs to do.

Gonzales has an idea. As his fuel team acted a bit slow the last time, he talks
to his manager and tells him: When I arrive at the box, both teams start to
work in parallel as usual. The wheel team simply changes the wheels. The
fuel team however, first checks how many rounds are left. If 5 or less rounds
are left, the fuel team will fill only half of the gas tank. If more than 5 round
are left, the entire gas tank needs to be filled. So the fuel refill is faster when
5 or less rounds are left. Your job now is to help the head of mechanics to
map the process so he can effectively communicate the procedure with his
team.

BPMN2.0 – Practice Questions 15
Susan is still keen on further optimizing the customer experience! Therefore,
she chats with her boss and tells him that she wants to develop a new process
that works like this: After the sample has been sent, I will dispatch a product
catalogue to the customer. We have only 2 product catalogues. I will check
which samples I've sent to the customer. If he or she got a cosmetic product,
I'll send our cosmetic catalogue. If he or she got a voucher, I'll send our
standard catalogue. If he or she received both, I'll send both catalogues. After
that, I'll document the catalogue shipment in our CRM system. Your job now is
to map this new process so Susan can effectively communicate the procedure
with her team.

The Wholesaler ‘Luxxis’ is a small company that sells Hi-Fi Equipment. In the early days the company developed and
produced its own Hi-Fi Equipment. However, cheap products from China turned the production into a loss-making
business. Therefore, Robert Smith, the son of the founder, turned the business into a profitable wholesaler by focusing on
their strong brand and establishing and excellent customer service.
The ‘Order Received to Order Fulfilled’ process is the heart of the operative side of the business. When a customer orders
a good, it is absolutely critical that she receives the ordered Hi-Fi equipment in time and is always informed about the
state of the order.
Robert Smith, the CEO of ‘Luxxis’, has just discovered how powerful BPMN is for the optimization and automation of his
business. The process documentation is always the first step for a process optimization or automation. He therefore hired
you as a consultant to map the ‘Order Received to Order Fulfilled’ process in BPMN. That’s why, you talk John Hank, the
Head of Operations in order to better understand the process.

Question 16 - Continued
The process starts when we receive an order from a customer. The accounting will then check if the order is valid. If
the order is not valid, for example if the customer forgot to state the amount of desired goods, the responsible sales
manager will contact the customer and correct the order.
After this, the warehouse team start their work. They will check if the ordered items are available. If so, all items will
be packed and shipped. Then, a shipping confirmation will be sent to the customer. If some Items are not in stock,
however, the warehouse team orders the missing items from the supplier. Then, they will inform the customer about
the delayed delivery. As soon as the items have arrived, they will pack and ship the items, and inform the customer,
as before.
Now, during the warehouse is executing these tasks, the accounting generates the invoice. They will send this invoice
to the customer, after the warehouse team has sent the shipping confirmation. Now, as soon as the accounting team
has received the money from the customer, they will close the case. With this, the process ends.
It’s now your task to translate the spoken words into a BPMN 2.0 process.

Space tourist are extremely demanding customers. You are hired as a consultant to design the boarding
process. The CEO of “Space Z” tells you: “When the passenger arrives at the space station, the boarding team
will perform the check-in. After that they will bring him or her to the waiting lounge. And - as we have very
demanding passengers - the boarding team will offer him or her cold drinks and snacks.
Thirty minutes before take off, the passenger will then be guarded safely on the space ship to his seat. In the
meantime, after the check-in, the cargo team will load the luggage of the passenger onto the cargo container.
Now one of two events can occur. First, the cargo container may be fully loaded. If this is the case, the cargo
team will load the container onto the space ship.
The second option is that only 30 minutes before take off are left. In this case, all containers – no matter if they
are full or not - will be collected and then loaded onto the space ship. After both teams have completed their
tasks, the space ship is ready for take off.”

Use Case Diagram – Practice Question 1
Railway Reservation System is a system used for booking tickets over internet.
Any Customer Can book tickets for different trains. Customer can book a ticket
only if the tickets are available. Customer searches for the availability of tickets
then if the tickets are available, he books the tickets by initially filling details in a
form. Tickets can be booked in two ways by i-ticket or by e-ticket booking.
In case of i-ticket booking customer can book the tickets online and the tickets
are couriered to Particular customer at their address. But in case of e-ticket
booking and cancelling tickets are booked and cancelled online sitting at the
home and customer himself has to take print of the ticket but in both the cases
amount for tickets are deducted from customer’s account. For cancellation of
ticket the customer has to go at reservation office than fill cancellation form and
ask the clerk to cancel the ticket than the refund is transferred to customer
account. After booking ticket the customer has to checkout by paying fare amount

Use Case Diagram – Practice Question 2
1.User who registers himself as a new user initially is regarded as staff or student for the library system.
1. For the user to get registered as a new user, registration forms are available that is needed to be fulfilled
by the user.
2. After registration, a library card is issued to the user by the librarian. On the library card, an ID is
assigned to cardholder or user.
2.After getting the library card, a new book is requested by the user as per there requirement.
3.After, requesting, the desired book or the requested book is reserved by the user that means no other user
can request for that book.
4.Now, the user can renew a book that means the user can get a new due date for the desired book if the user
has renewed them.
5.If the user somehow forgets to return the book before the due date, then the user pays fine. Or if the user
forgets to renew the book till the due date, then the book will be overdue and the user pays fine.
6.User can fill the feedback form available if they want to.
7.Librarian has a key role in this system. Librarian adds the records in the library database about each student
or user every time issuing the book or returning the book, or paying fine.
8.Librarian also deletes the record of a particular student if the student leaves the college or passed out from
the college. If the book no longer exists in the library, then the record of the particular book is also deleted.
9.Updating database is the important role of Librarian.

Data Flow Diagram – Practice Question 1
Draw a data flow diagram for a railway company’s customer service system. The two external entities that will interact
with the system are : Customer Service executive and Passenger.
The processes involved are: Inquire transport details, Buy Souvenir, Buy ticket, and Report Lost.
A Passenger can receive Transport details from the Inquiry Transport Details process, and the details are provided by the
data stores Transport Details and Railway Live Statistic. CS Assistant can initiate the Buy Souvenir process, which will result
in having the Order details stored in the Order data store. Although customer is the real person who buy souvenir, it is
the CS Assistant who accesses the system for storing the order details.
CS Assistant can also initiate the Buy Ticket process by providing Order details and the details will be stored again in
the Order data store.
Finally, CS Assistant can initiate the Report Lost process by providing the Incident and item details and the information will
be stored in the Lost Item database.

Data Flow Diagram – Practice Question 2
Draw a data flow diagram for Food Ordering System. The external entities are: Supplier,
Kitchen, Manager, and Customer.
The Food Order System contains three processes, four external entities, and two data
stores. Customer can place an Order. The Order Food process receives the Order, forwards
it to the Kitchen, store it in the Order data store, and store the updated Inventory details in
the Inventory data store. The process also delivers a Bill to the Customer.
The Manager can receive Reports through the Generate Reports process, which
takes Inventory details and Orders as input from the Inventory and Order data store
respectively.
The Manager can also initiate the Order Inventory process by providing Inventory order.
The process forwards the Inventory order to the Supplier and stores the updated Inventory
details in the Inventory data store.

Activity Diagram – Practice Question 1
Process Order - Problem Description:
Once the order is received, the activities split into two parallel sets of activities. One side fills and sends the order while the
other handles the billing.
On the Fill Order side, the method of delivery is decided conditionally. Depending on the condition either the Overnight
Delivery activity or the Regular Delivery activity is performed.
Finally the parallel activities combine to close the order.

Activity Diagram – Practice Question 2
Student Enrollment:
•An applicant wants to enroll in the university.
•The applicant hands a filled out copy of Enrollment Form.
•The registrar inspects the forms.
•The registrar determines that the forms have been filled out properly.
•The registrar informs student to attend in university overview presentation.
•The registrar helps the student to enroll in seminars
•The registrar asks the student to pay for the initial tuition.

Process Flow Assignments for business analysis

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