Section 7 - Improving Business Services and Processes (12.5%)

Question 1

What are the 3 levels of process mapping?

Answer 1

• Enterprise
• Event response
• Actor-task

Question 2

Briefly explain enterprise level process mapping

Answer 2

• Functional view, useful to see organisational structure
• No informal communication documented
• Very simple but may be difficult to see where some processes sit

Question 3

Briefly explain the organisational model

Answer 3

Provides view of internal + external forces affecting processes

Check diagram in notes

Question 4

What is SIPOC?

Answer 4

• Suppliers
• Inputs
• Process
• Outputs
• Customers

Question 5

Briefly explain Porter’s value chain

Answer 5

• Helps distinguish difference between activities delivering value and activities supporting functions
• Primary: Ops, logistics, sales + marketing, service
• Support: Infrastructure, HR, tech dev, procurement

Question 6

What are the 7 basic ways value exists?

Answer 6

• Functionality
• Price
• Quality
• Choice
• Availability (or timing)
• Image
• Customer Relationships

Question 6

What is the value proposition?

Answer 6

Considers how value is presented to the customer

Question 7

Briefly explain event level process mapping

Answer 7

Second level of process mapping
- Series if tasks carried out in response to business event to achieve a business outcome
- A task is a single activity carried out by a single person
- A step is an activity carried out in support of a task

Question 8

Briefly explain swimlane process mapping

Answer 8

• Displays processes in terms of actors
• Often used as a sign off process
• Crossing swimlanes = hand off
• Must start with an event and end with an outcome

Question 8

What is a business event and what are the 3 basic types?

Answer 8

• An action that makes the organisation respond with an action
• Can be internal, external or time-based

Question 9

What are business rules?

Answer 9

Constraints an organisation places upon itself

• Are adopted when analysing a system
• They can be challenged when the reason for the rule is understood

Question 10

Briefly explain a UML Activity model

Answer 10

• Alternative to swimlanes
• Can flow vertically or horizontally
• Very rigid in shapes + conditions

UML = Unified Modelling Language

Question 11

What should you look for when analysing processes?

Answer 11

• Duplication
• Redundancy
• Incompleteness
• Lack of standards
• Workarounds from old system implementation

Question 11

Briefly explain Actor-Task level process mapping

Answer 11

• One place, one task, one person
• Typically simple with embedded sequences + rules
• No standards for shapes or conditions

Question 11

Briefly explain BPMN

Answer 11

Business Process Modelling Notation
- Standardisation of drawing process to fit with UML
- Ensures common understanding
- Can pool swimlanes into common groups e.g. internal, external, systems

Question 12

How can processes be improved?

Answer 12

• Simplify
• Extend the process: can multiple be combined?
• Remove bottlenecks: any steps known for delays?
• Sequencing of tasks: can handoffs be reduced?
• Process boundary: how close is the process start + end?
• Automation
• Measurement: how is a good outcome measured?
• Performance

Question 13

Briefly explain the six sigma method

Answer 13

Objective is to make processes predictable
- Very structured and methodical
- Uses DMAIC (Define, Measure, Analyse , Improve, Control

Question 14

Briefly explain customer journey maps

Answer 14

• Customer types grouped + given a personal a
• Personna interactions + behaviour + perceptions of the experience is documented
• Analyses how process improvements frequently don’t apply the same to all customers