1. BUSINESS PROCESS MANAGEMENT Flashcards
Business process
collection of interrelated events, activities, and decision points that involve a nº of actors and objects
↳ which collectively lead to an outcome that is of value to at least one customer
Typical processes
- quote-to-cash
- procure-to-pay
- issue-to-resolution
- application-to-approval
quote-to-cash
supplier receives a request for quote from a customer and ends with the customer receiving and paying for the ordered product/service
-divided into 2 sub-processes: 1. quote-to-order
2. order-to-cash
2 sub-processes of quote-to-cash
- quote-to-order
- order-to-cash
Procure-to-pay
someone in an organization determines that a given product/service needs to be purchased
Issue-to-resolution
a customer raises a problem/issue (complaint)
Application-to-approval
someone applies for a benefit/privilege (admission to university)
Key ingredients of business process
-events
-activities
-decision points
-actors
-objects
events
● happen atomically (no duration)
● may trigger the execution of an activity
activities
- active process elements → time-consuming and resource-demanding
- can refer to:
1. fine-grained work unit performed by single person (task)
2. coarse-grained work unit
Decision points
affect the way the process is executed
Actors
● humans, organizations, and software systems
● internal and external actors
Objects
physical and informational objects
BPR fall
-business process reengineering (1990s)
-due to:
○ Concept misuse (confusion, resentment)
○ Over-radicalism (radical nature of BPR not always justified)
○ Support immaturity (no tools or technologies available)
BPR revival
-2000s
-due to:
○ Empirical evidence (that process oriented organizations did better than others)
○ New IT-systems (integration of WfMS/BPMS with other systems)
