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rvicse
e-se e s
busin ess proc


ac ourse prepared
               r
by yves pigneu
e-business
se rvice design
scenario &    storytelling
 ta sk analysis
 p rototyping
   ervice qualit  y & usability
 s
  b...
business
process
          ^
 mo del
f ront
s tage

         back
         s tage
diving to the business processes ...
Customer
actions               online        borrow        ask for       return
                      pre-          docume...
Customer
actions               online        borrow        ask for       return
                      pre-          docume...
?
                 iness process
    What’s a bus


a workflow ?




                                     illustrations.fr
“ A business process is a collection of
  activities that takes one or more
  kinds of input and creates an output that
  ...
“ Workflow is a term used to describe
  the tasks, procedural steps, organizations
  or people involved, required input and...
dream ...
ask for vacations ...   case




@ WorkflowGen
case
case

@ WorkflowGen
BP MODEL
cording to BPMN
ac
“ BPMN defines a diagram [...] tailored for
  creating graphical models of
  business process operations [...] a
  network ...
leave management

employee
                                            not approved                             accepted
 ...
what are the
                                 main compon
                   of this mode             ents
               ...
activity




http://earth.leeds.ac.uk/esc_wg/
ACTIVITY

                ^ in BPMN




quot; a generic term for work that company performs
quot; can be atomic or compoun...
leave management               case
 complete   complete a leave application


            examine the application, approv...
criteria for decomposition



!no change in space and
 in resources during the
 execution
!no interruption in time
actor
ACTOR
             ^  in BPMN




quot; (role of)
quot; participant in charge or responsible of activities
leave management                   case
employee
             complete




manager                 validate




director  ...
event
EVENT

         ^  in BPMN




quot; something that “happens” during the course of a process
quot; which affects the flow o...
leave management                              case
employee
                                    not approved            re...
flow
FLOW

          ^  in BPMN




quot; control used to show the order (the sequence)
   that activities will be performed in...
leave management                                     case
employee
                                           not approved...
gateway
GATEWAY

                  ^  in BPMN




quot; used to control the divergence and convergence of flow
quot; determines tra...
leave management                                     case
employee
                                           not approved...
leave management
employee
                                                         case

             COMPLETE            ...
partners
PARTNERS

                  ^   in BPMN




quot; external business entities or people which cooperate in
   inter-organiz...
loan management   case
BP DESIGN
uses of proce
                                   ss models ??
                                               ?
rf.snoitart...
business
  process
           &
reengine ering
reengineering   BPR
“ a management approach aiming at
  Business process reengineering (BPR) is

  improvements by means of elevating
  efficie...
^
BPR
       according to
                    Hammer & C
                              hampy



 deploy transversal proces...
oticon
who is Otico
                               n?


                                              ?
                         ...
spaghetti organization
outsourcing   BPO
“ BPO is the process of hiring another
  company to handle a business
  process for you... Now it
  encompasses a number o...
“ The expected turnover of the BPO
  sector by March 2008 will be around US
  $ 10.9 billion, with the industry
  employin...
business
  process
             &
manu factu ring
just in time   JIT




© DetroitDiesel
“   Just-in-time is an inventory strategy
    implemented to improve the return on
    investment of a business by reducin...
do you know
                               the
                   Kanban conce
                                pt ?
rf.sno...
do you know
                               the
                   Kanban conce
                                pt ?




  ...
su
                                                                  concept
                                             ...
“   Lean production is an assembly-line manufacturing
    methodology developed originally for Toyota [...] The   goal
   ...
“   Six Sigma is a business strategy that seeks to
    identify and eliminate causes of
    errors or defects or failures ...
© McKinsey lean six sigma
© Dilbert
business
process
           &
quality
quality management   TQM
“ Certification to an ISO 9000 standard
  does not guarantee any quality of end
  products and services; rather, it certifie...
Is ISO 9000
                                 similar to ser
                                                vqual ?


    ...
SERVQUAL
              ^ according to
                Parasuraman
                            , Zeithaml, a
              ...
© Dilbert
business
process
           &
  IT
maturity model                                       CMM




http://www.clipartreview.com/_gallery/_pages/r_865.html
“ Capability Maturity Model® Integration
  (CMMI) is a process improvement
  approach that provides organizations
  with t...
capability maturity model
                                                 optimized


                                   ...
ERP
 enterprise resource planning
                                                              From an order
            ...
SOA
service-oriented architecture




© microsoft
IT infrastructure libraryITIL




© aspediens, 2008
business
  process
         &
e-comm erce
customer relationship   CRM




[Kalakota, 2001]
“ Customer relationship management
  (CRM) is a term applied to processes
  implemented by a company to handle its
  conta...
customer relationship
             Sales force automation
             Prevision, contacts, estimate, proposition, follow ...
build to order
     acc ording to
     Dell
                                             Prevision

                      ...
build to order
acc ording to
Dell
SCM
   supply chain management

                                         information
  product




               supplier...
“bull whip effect”

                                    information
product




          supplier   manufacturer   distri...
simulation
EDI
electronic data interchange


Company A                                     Company B

   BUY           selection, com...
ECR
 efficient customer response
                                       retailer

      Manufacturer         VMI - DC    re...
procurement
dutch flowers




http://www.pbase.com/srijith/image/88605858




http://www.pbase.com/srijith/image/88605858
how does it w
                                   ork ???


                            market place ?



                 ...
http://www.pbase.com/srijith/image/88605858




http://www.pbase.com/srijith/image/88605858
http://www.pbase.com/srijith/image/88605858




http://www.pbase.com/srijith/image/88605858
http://www.pbase.com/srijith/image/88605858
business process
employee




             COMPLETE                            not approved         refused   accepted


 ...
Business Process
Business Process
Business Process
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Business Process

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Business Process

  1. 1. rvicse e-se e s busin ess proc ac ourse prepared r by yves pigneu
  2. 2. e-business se rvice design scenario & storytelling ta sk analysis p rototyping ervice qualit y & usability s busi ness process ation bluepr int & visualiz business pr ocess model ! compliance service p roductivity & bu siness model value cha in & network l innovation service & b usiness mode
  3. 3. business process ^ mo del
  4. 4. f ront s tage back s tage
  5. 5. diving to the business processes ...
  6. 6. Customer actions online borrow ask for return pre- document deadline document reservation extension line of interaction Onstage actions check & tack back authorize document access line of visibility Backstage actions pick-up answer record return document telephone & confirm store document line of internal interaction Support maintain maintain processes reservation book system inventory
  7. 7. Customer actions online borrow ask for return pre- document deadline document reservation extension line of interaction Onstage actions check & tack back authorize document access line of visibility Backstage actions pick-up answer record return document telephone & confirm store document line of internal interaction Support maintain maintain processes reservation book system inventory
  8. 8. ? iness process What’s a bus a workflow ? illustrations.fr
  9. 9. “ A business process is a collection of activities that takes one or more kinds of input and creates an output that is of value to the customer. ” Hammer & Champy Reengineering the Corporation: A Manifesto for Business Revolution
  10. 10. “ Workflow is a term used to describe the tasks, procedural steps, organizations or people involved, required input and output information, and tools needed for each step in a business process. ” SearchCIO.com definitions
  11. 11. dream ...
  12. 12. ask for vacations ... case @ WorkflowGen
  13. 13. case
  14. 14. case @ WorkflowGen
  15. 15. BP MODEL
  16. 16. cording to BPMN ac
  17. 17. “ BPMN defines a diagram [...] tailored for creating graphical models of business process operations [...] a network of graphical objects, which are activities and the flow controls that define their order of performance. ” Stephen White, IBM Introduction to BPMN
  18. 18. leave management employee not approved accepted complete refused complete dream of leave no manager demande leave validate approved? de congé validate application yes no director décider accepted? décider yes
  19. 19. what are the main compon of this mode ents l? rf.snoitartsulli > see document
  20. 20. activity http://earth.leeds.ac.uk/esc_wg/
  21. 21. ACTIVITY ^ in BPMN quot; a generic term for work that company performs quot; can be atomic or compound quot; produce output or results from input
  22. 22. leave management case complete complete a leave application examine the application, approve or validate refuse, and forward to the final decision-maker make the final decision by approving or decide refusing
  23. 23. criteria for decomposition !no change in space and in resources during the execution !no interruption in time
  24. 24. actor
  25. 25. ACTOR ^ in BPMN quot; (role of) quot; participant in charge or responsible of activities
  26. 26. leave management case employee complete manager validate director decide
  27. 27. event
  28. 28. EVENT ^ in BPMN quot; something that “happens” during the course of a process quot; which affects the flow of the process and quot; usually has a cause (trigger) or an impact (result)
  29. 29. leave management case employee not approved refused accepted complete dream of leave manager validate director decide
  30. 30. flow
  31. 31. FLOW ^ in BPMN quot; control used to show the order (the sequence) that activities will be performed in a process quot; can show the messages between activities (or business entities) that send and receive them
  32. 32. leave management case employee not approved refused accepted complete dream of leave manager leave validate application director decide
  33. 33. gateway
  34. 34. GATEWAY ^ in BPMN quot; used to control the divergence and convergence of flow quot; determines traditional decisions, as well as the forking, merging, and joining of paths
  35. 35. leave management case employee not approved refused accepted complete dream of leave no manager leave validate approved? application yes no director accepted? decide yes
  36. 36. leave management employee case COMPLETE not approved refused accepted leave application no manager VALIDATE approved? yes no yes director DECIDE accepted?
  37. 37. partners
  38. 38. PARTNERS ^ in BPMN quot; external business entities or people which cooperate in inter-organizational processes
  39. 39. loan management case
  40. 40. BP DESIGN
  41. 41. uses of proce ss models ?? ? rf.snoitartsulli > see document
  42. 42. business process & reengine ering
  43. 43. reengineering BPR
  44. 44. “ a management approach aiming at Business process reengineering (BPR) is improvements by means of elevating efficiency and effectiveness of the processes that exist within and across organizations. ” Hammer & Champy Reengineering the Corporation: A Manifesto for Business Revolution
  45. 45. ^ BPR according to Hammer & C hampy deploy transversal processes remove steps use information technology reduce number of actors increase parallelism limit controls
  46. 46. oticon
  47. 47. who is Otico n? ? in which business which rev olution in the 90 ’s ? rf.snoitartsulli > see document
  48. 48. spaghetti organization
  49. 49. outsourcing BPO
  50. 50. “ BPO is the process of hiring another company to handle a business process for you... Now it encompasses a number of functions that are considered quot;non-corequot; to the primary business strategy. ” SourcingMag
  51. 51. “ The expected turnover of the BPO sector by March 2008 will be around US $ 10.9 billion, with the industry employing slightly over 700,000 employees. ” NASSCOM BPO Newsline
  52. 52. business process & manu factu ring
  53. 53. just in time JIT © DetroitDiesel
  54. 54. “ Just-in-time is an inventory strategy implemented to improve the return on investment of a business by reducing in- process inventory and its associated carrying costs. In order to achieve JIT the process must have signals of what is going on elsewhere within the process. ” wikipedia
  55. 55. do you know the Kanban conce pt ? rf.snoitartsulli
  56. 56. do you know the Kanban conce pt ? drawn by Michel B alme rf.snoitartsulli
  57. 57. su concept permarke t © http://www.toyota.co.jp/en/vision/production_system/just.html
  58. 58. “ Lean production is an assembly-line manufacturing methodology developed originally for Toyota [...] The goal of lean production is described as to get the right things to the right place at the right time, while minimizing waste and being open to change. ” SearchCIO.com definitions
  59. 59. “ Six Sigma is a business strategy that seeks to identify and eliminate causes of errors or defects or failures in business processes by focusing on outputs that are critical to customers. It is also a measure of quality that strives for near elimination of defects using statistical methods. ” Jiju Antony
  60. 60. © McKinsey lean six sigma
  61. 61. © Dilbert
  62. 62. business process & quality
  63. 63. quality management TQM
  64. 64. “ Certification to an ISO 9000 standard does not guarantee any quality of end products and services; rather, it certifies that formalized business processes are being applied. ” international organization for standardization (ISO)
  65. 65. Is ISO 9000 similar to ser vqual ? different ? why ? rf.snoitartsulli
  66. 66. SERVQUAL ^ according to Parasuraman , Zeithaml, a nd Berry for assessing quality of service based on measured gap between consumer expectations and perceptions is not ISO 9001 ...
  67. 67. © Dilbert
  68. 68. business process & IT
  69. 69. maturity model CMM http://www.clipartreview.com/_gallery/_pages/r_865.html
  70. 70. “ Capability Maturity Model® Integration (CMMI) is a process improvement approach that provides organizations with the essential elements of effective processes. ” Software Engineering Institute, CMU
  71. 71. capability maturity model optimized managed defined repeatable ad hoc © SEI
  72. 72. ERP enterprise resource planning From an order to a bill, a delivery, … sale production buy salary Enterprise function-oriented Function-oriented process-oriented Process-oriented Resource Planning (ERP) ERP DB DB DB DB [Estier, 2001]
  73. 73. SOA service-oriented architecture © microsoft
  74. 74. IT infrastructure libraryITIL © aspediens, 2008
  75. 75. business process & e-comm erce
  76. 76. customer relationship CRM [Kalakota, 2001]
  77. 77. “ Customer relationship management (CRM) is a term applied to processes implemented by a company to handle its contact with its customers. ” Gartner
  78. 78. customer relationship Sales force automation Prevision, contacts, estimate, proposition, follow up … Convert a visitor to a customer and keep the customer SALES Customer Base SERVICE MARKETING Call center, messaging, web … Initiative, campaign Self-service from telemarketing to messaging Pro-active, quality of service, … one-to-one marketing
  79. 79. build to order acc ording to Dell Prevision Planing of stock Process Planing of Replenishment capacity Process MRP Order planning choice supplier Order Order Planing of Availability stock processing confirmation realization Scheduling Process Stock allocation order of priorities Production & assembly Scheduling manufacturing Scheduling De-stocking Planing Customer Process distribution loading delivery service Distribution [Kalakota, 2001]
  80. 80. build to order acc ording to Dell
  81. 81. SCM supply chain management information product supplier manufacturer distributor seller buyer payment [Kalakota, 2001]
  82. 82. “bull whip effect” information product supplier manufacturer distributor seller buyer payment
  83. 83. simulation
  84. 84. EDI electronic data interchange Company A Company B BUY selection, comparison, ... SALE before sale order Order Supply sale delivery Reception Delivery production & distribution Payment invoice Invoicing after-sale payment confirmation Bank A Clearing Bank A
  85. 85. ECR efficient customer response retailer Manufacturer VMI - DC retailer VMI - DC retailer VMI - DC retailer 3d - DC retailer Manuf. - DC retailer retailer retailer DC = distribution center [Maller, 2001]
  86. 86. procurement
  87. 87. dutch flowers http://www.pbase.com/srijith/image/88605858 http://www.pbase.com/srijith/image/88605858
  88. 88. how does it w ork ??? market place ? dutch auction ? rf.snoitartsulli > see document
  89. 89. http://www.pbase.com/srijith/image/88605858 http://www.pbase.com/srijith/image/88605858
  90. 90. http://www.pbase.com/srijith/image/88605858 http://www.pbase.com/srijith/image/88605858
  91. 91. http://www.pbase.com/srijith/image/88605858
  92. 92. business process employee COMPLETE not approved refused accepted leave application model no manager VALIDATE approved? yes no yes director DECIDE accepted? rev iew quot; activity quot; actor quot; event quot; flow quot; gateway

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