Improving Business services and Processes - Module 7 Flashcards
What is the Business process hierarchy
Framework that defines the business processes of an enterprise in a hierarchy
What is SIPOC ?
SIPOC shows the business process from start to end
What does SIPOC
Supplier
Input
Processes
Outputs
Customers
What is Value Chain Analysis
A means of evaluating each of the activities in a company’s value chain to understand where opportunities for improvement lie
What are the supporting activities in the value chain activities
Firm infrastructure
Human resources management
Technology Development
Procurement
What are the main activities of the value chain
Inbound Logistics
Operations
Outbound Logistics
Market and Sales
Services
What is the Value Proposition
Defines an organisation product or service and demonstrates to customers that we understand and can satisfy their needs
Value proposition is broken into three aspects, what are they ?
Provide or Service attributes
Customer relationship aspects
Image and reputation
What models represent the Organisation/enterprise level processes ?
SIPOC
Value chain analysis
Value Propositions
What are three levels
Organisation level
Event response
Task level
What is a business event ?
A Business event is an occurrence that initiates the business process
What is a business process model
A diagram showing the tasks that need to be carried out in response to a business event to achieve a specific goal
What are the five components of a business process model ?
Task
Process flow
Decision points
Actors
Outcome
What is UML ?
A series of diagrammatic techniques that are used to model business and IT systems
At which level of the business hierarchy would a UML activity model be used
Event response level and Actor task level
How can we improve the business process
Simplification
Redesign
Bottleneck removal
Change task sequence
Redefine boundary
Automate processing
What is a Swim lane diagram
A technique used to model business processes
Business system response to a business event
Business process model help us to discover issues in the ______ model
As is
What is a handoff ?
Point within a swim lane diagram where a process passes from a task within one swim lane to a task in another swim lane
Two categories where problems within the business process tend to fall
Lack of Customer focus
Lack of Organisation focus
Why may handoffs cause an issue?
Loss of information
Communication failure
Development of bottlenecks
When analysing tasks and procedures in the as is model, what should an analyst look out for ?
Duplicated work
Redundancy of tasks
Lack of standardisation
Inefficient work practices
Inappropriate measures
What is a customer journey map ?
A representation of the way a customer interacts with an organisation
What is a Value stream ?
The specific activities within a supply chain required to design, order and provide a specific product or service
What does the Actor task level show ?
The work to be conducted within each individual task
What are the Hard skills in 7’s
Strategy
Structure
System
What are the soft skills in 7’s
Skills
Staff
Style
