7. Improving Business Services and Processes Flashcards
Which activity enables the performance of the operations?
Inbound Logistics
Which activity conduct the core work of the value chain?
Operations
Which activity deliver the products or services to the customers?
Outbound Logistics
Which activity is concerned with researching and informing the potential customers, and selling the enterprise’s products and services?
Marketing and Sales
Which activity is concerned with supporting customers before and after product or service purchases have been made?
Service
Which activity is concerned with establishment and maintenance of the physical infrastructure that enables the enterprise’s work?
Firm infrastructure
Which activity is concerned with recruitment and management of the enterprise’s employees?
HR Management
Which activity is concerned with the provision of technological services to the enterprise?
Technology Development
Which activity is concerned with managing suppliers of resources and services to the enterprise?
Procurement
What are the business process hierarchy?
- Enterprise Level
- Event-Response Level
- Actor-Task Level
Describe the Enterprise Level
High-level activities that produces the services or products for the customers. You can use Value Chain Analysis or Value Stream (SIPOC) and value propositions
Describe the Event-Response Level
Business process response on an initiated Event. You can use BPMN or UML for modelling with swimlanes
Describe the Actor-Task Level
A sequence of tasks executed by an actor in one place at one point in time. You can use text, Unified Modelling diagram to model.
Reasons to model the processes?
- Know your core activities
- Clarify the business processes
- How each task related to the process
- Standardization
- Comply to regulations
- To understand the as is process for further improvements for the to be process.
What are the three areas of focus for Value Propositions, the key concepts for organizations?
- Clarify the outcomes that the organization believes will be perceived by customers to be beneficial
- Demonstrating that what is delivered will achieve what they desire or need
- Differentiating from competitors
What are Kaplan and Northon’s elements for value propositions?
Service/Product attributes (functionality, choice, price, quality, availability/timing), image and customer relationship
What is the Osterwalder and Pigneur view of value of proposition?
The need of fit or alignment between the organization’s value proposition and the value expectations held by customers:
- pain relievers
- gain creators
What are the events that triggers a business process?
- External (outside the business area, customer, supplier)
- Internal (inside the business area)
- Time based
List popular notation standards to create business models?
UML and BPMN
What are the 9 elements of an UML activity model?
- Event
- decision point
- Actor
- Task
- swimlane
- Fork and join
- Process flow
- Timeline
- Outcome
What are the 7 area’s for analysis at actor-task level?
- Actor
- Event
- Input (information)
- Output (deliverable, tangible/intangible)
- Cost
- Performance measure (accuracy x%, timeliness x minutes)
- Steps
How to identify problems for as-is process model?
They are either lack of customers focus or lack of organization focus.
What are the two key aspects that should be analyzed when considering how to address performance gaps?
- hand-offs between tasks (information lost, communication fail, work bottlenecks)
- work conducted within the task
(duplication, redundancy, lack of standardization, inefficient work of practices, inappropriate measures)
List the six improvement strategies for improving business processes?
Simplification
Redesign
Bottleneck removal
Change task sequence
Redefine boundary
Automate processing
Which strategy: Eliminate redundant tasks either by combining or removing them?
Simplification
Which strategy: Redesigning the work carried out within tasks to incorporate scenarios
Redesign
Which strategy: mismatch in the capacities of related tasks
Bottleneck removal
Which strategy: change task sequence or perform them in parallel
Change task sequence
Which strategy: extending or reducing the tasks within a process (for example outsourcing tasks or complete business processes)
Redefine boundary
Which strategy: automation
Automate processing
