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Flashcards in 1. Introduction Deck (20)
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1
Q

A concrete and practical approach for BPM

A
  1. Identify case types
  2. Identify functions
  3. Create case/function matrix
  4. Identify processes
2
Q

Identify case types

A

How do we differentiate our clients?

3
Q

Identify functions

A

What do we do for the different case types?

4
Q

Create case/function matrix

A

X

5
Q

Common classification of case types by

A
  1. Customer type
  2. Product type
  3. Service type
  4. Channel
6
Q

Identify processes

A
  1. Different flow-objects
  2. Change in flow-object multiplicity
  3. Change in transactional state
  4. Logical separation in time
  5. Logical separation in space
  6. Logical separation in …
  7. Using a reference model
  8. Significant difference in functions per case type
7
Q

Identify processes: Change in transactional state

A
  1. Contacting
  2. Negotiating
  3. Executing
  4. Finalizing
8
Q

Identify processes: Logical separation in time

A

Happens once per day, month, intake request, complaint

9
Q

Identify processes: Logical separation in space/…

A

Only if cases are treated differently

10
Q

How to evaluate which process to redesign first?

A
  1. Importance
  2. Dysfunction
  3. Feasability
11
Q

The importance criteria to redesign a process has to do with the

A

Centrality to business strategy

12
Q

The dysfunction criteria to redesign a process has to do with the

A

Maturity level

13
Q

The feasibility criteria to redesign a process

A
  1. Qualify Culture and Politics

2. Define manageable scope

14
Q

Centrality to business strategy

A
  1. Operational excellence
  2. Customer intimacy
  3. Product Leadership
15
Q

Maturity Level

A
  1. Ad-hoc
  2. Managed
  3. Defined
  4. Measured and Controlled
  5. Optimizing
16
Q

Culture and Politics

A
  1. Leadership
  2. Culture
  3. Governance
  4. Expertise
17
Q

Culture and politics: Leadership

A

Some manager must take ownership of the change

18
Q

Culture and politics: Culture

A
  1. Customer first
  2. Teamwork
  3. Personal responsibility
19
Q

Culture and politics: Governance

A
  1. Structure to implement and maintain the re-engineered process
20
Q

Culture and politics: Expertise

A

People with knowledge about processes (modeling, design, re-engineering)