Business Process Management
Business Process Management
\
|
|
.
|
=
urs Businessho
urs businessho during Downtime
1 * % 100 tyratio Availabili
BUSINESS PROCESS MANAGEMENT
Page 292
Availability of support
Business Hours:
The Business Hours for support:
Day From To 24-hours (y/n)
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
The approach to official holidays:
Other days when the service varies not mentioned before:
Which procedures must be followed if, at the request of one of the parties, the
business hours are to be adjusted temporarily?
If for some components of the service delivery different arrangements apply than
discussed before these must be mentioned separately in an appendix. The
exceptions must be described unambiguously, that is they can only be interpreted in
one way.
BUSINESS PROCESS MANAGEMENT
Page 293
Response-times:
The response-time is the time between the detection of down-time and the
commencement of the diagnosis.
Response-time:
Time Time-unit
If various response-times are involved than these must be mentioned separately.
They must be described unambiguously, i.e. they can only be interpreted in one way.
Reinstatement of service delivery:
If a service is not available for any other reason than a calamity. Which measures
must be undertaken to per cause to reinstate the service delivery as quickly as
possible (consider the stocking of spare parts, both by the service provider and the
client). Both parties also need to carefully consider the possible causes of
disruptions of the service delivery (e.g. the breakdown of components/parts, inability
to gain access to qualified people).
Possible cause Measure Responsible party
If classification based on the possible causes with maximum recovery-times is
possible than this should be indicated below. They must be described
unambiguously, i.e. they can only be interpreted in one way.
Class/Category Description Maximum recovery-time
(hour)
BUSINESS PROCESS MANAGEMENT
Page 294
Reliability
In this context reliability involves the arrangements with regard to making a required
service (re) available after failure.
Describe below which entities are important with regard to the service delivery:
Service name or component of service Associated entity
Indicate which party is responsible for the effort involved with assessing
requirements for ensuring continued availability:
Service name or
component of service
Efforts required Responsible party
Indicate per relevant service/component how and with which period a restore must
be performed (in case of more than three relevant services or components it is
preferable to record this in an appendix).
Data: <Name relevant service>
When is restore
possible
How to apply for
restore
What is the lapse
time for availability
What is the
consequence
Data: <Name relevant service>
When is restore
possible
How to apply for
restore
What is the lapse
time for availability
What is the
consequence
BUSINESS PROCESS MANAGEMENT
Page 295
Data: <Name relevant service>
When is restore
possible
How to apply for
restore
What is the lapse
time for availability
What is the
consequence
Describe below how to deal with the aspect of reliability during a major failure or
calamity.
Security
Describe below how service, is guaranteed and to what level the guarantee goes to.
Describe below how to deal with the confidentiality of the data both from client
towards the service and from the service towards the client:
BUSINESS PROCESS MANAGEMENT
Page 296
Describe below how to deal with the aspect of confidentiality during a major
failure/calamity:
Content agreements
An accurate definition of content agreements requires a good insight into all entities
involved with the service delivery. Specifically because content agreements are
usually based on these entities that will be mentioned by name.
Schema with all relevant entities and their mutual relationships:
BUSINESS PROCESS MANAGEMENT
Page 297
The following paragraphs contain a number of concrete aspects. These aspects are
not necessarily relevant and/or comprehensive, but they are intended to indicate how
this should be completed/complemented. Concepts used in this chapter must be
explained. They may be included in the Glossary in appendix A.
Types of Q-attributes
Q-attributes are used to identify a product or a service during the compilation of
service requirement.
Below is a list of the most frequently used Q-attributes, accompanied by their
definitions, to be used when compiling service requirements.
This list is not comprehensive.
Q-attribute Definition
Accuracy : % of the total that complies with .......
Completeness : % of the total
Timeliness : absolute or relative time unit
Achievability : % responded calls of the total calls per time unit
Readability : print quality (% blackness)
Neatness : folded straight, not wrinkled up, not torn
Answer-time : absolute time unit, i.e. for a % van the total
BUSINESS PROCESS MANAGEMENT
Page 298
Availability : % of a total period
Response-time : absolute time unit, i.e. for a % van the total
Expertise : % of all questions that can be resolved immediately
Service delivery
All aspects related to the service deliver are discussed below.
Q-attribute service delivery
Aspect Content description
Q-Attribute
Q-Unity
Q-Norm
Q-Control
Q-Frequency
Q-Rapport
Q-Controller
Q-responsible
Miscellaneous Agreements
Contacts
Contacts (Service related):
Name Role Phone
number
E-mail address
BUSINESS PROCESS MANAGEMENT
Page 299
Contacts Client:
Name Role Phone number E-mail adress
Organisational Charts
Indicate below what the organizational charts both for the client and for service look
like, from the point of view of the other party
Consultation structures
BUSINESS PROCESS MANAGEMENT
Page 300
The consultation structures required described here ensures that correct
communications are conducted at a strategic, tactical and operational level. Indicate
clearly which roles are involved and what the frequency is. Also clearly indicate who
the chair person is:
Strategic consultation:
Relevant roles client side Relevant roles in service provide side Frequency & duration
Chairperson:
Tactical consultation:
Relevant roles client side Relevant roles in service provide side Frequency & duration
Chairperson:
Operational consultation:
Relevant roles client side Relevant roles in service provide side Frequency & duration
BUSINESS PROCESS MANAGEMENT
Page 301
Chairperson:
Escalation
Below, describe in which cases escalation takes place (by whom and who to).
Preferably in the format of an escalation tree:
If escalation takes place, which reaction times apply with regard to taking action?
Resources
How we deal with costs of the below mentioned additional resources:
Resources Expenses included to maximum Per period
Service Windows
BUSINESS PROCESS MANAGEMENT
Page 302
Describe below during which times the service deliver is not available as a result of
planned or know periods of maintenance/ holidays and/or changes (e.g. the 1st
Sunday of each month, weekends, after 5:00pm):
Appendix A GLOSSARY
Appendix B CHANGES FORM
Appendix C RELEVANT PROCEDURES
From this point include the relevant procedures. Consider the following:
- Change procedure;
- Reporting procedures incidents;
- Specific procedures of the client
BUSINESS PROCESS MANAGEMENT
Page 303
FURTHER INFORMATION
For more information on other products available from The Art of Service, you can
visit our website: http://www.theartofservice.com
If you found this guide helpful, you can find more publications from The Art of
Service at: http://www.amazon.com
BUSINESS PROCESS MANAGEMENT
Page 304
INDEX
*
24-hours 289, 292
A
Aberdeen 96, 105, 110
ability 25, 54, 70, 76, 81, 92, 109, 118, 166, 177, 186, 202-7, 281
organizations 207
Absenteeism 244
accountabilities 36, 42, 44, 55, 191, 194, 198-9
accounts 183
actions being, completeness of 192
addition 10, 86, 155, 231-3, 287, 290
adjustments, processed 40-1
administration 25, 232-3
administration location 151
agility 81, 202
agreements, content 296
aid 10-11, 195, 263-4, 267
Align Roles and Responsibilities to Make BPM Work 10, 55, 64
alignment 198, 215, 225, 239
Amazon 3
American National Insurance Company 40-1
analysts 28, 31, 204, 218
annotation 186
appendix 290-2, 294, 297
Appendix 261-2, 265-6, 302
Appian 108
application development projects 65, 89
applications 10, 16, 23-4, 31, 35, 83-7, 94, 107, 155, 165, 167-8, 204, 206, 264-5, 274
architecture options 232-3
arrangements 173, 190, 290-2, 294
Art of Service 303
artifacts 185-6
as-is 62
assessments 7-8, 101, 156, 273
assets 198, 235, 242
assignment 209-10
authority 177, 184
automate 54
availability 108, 287-8, 291, 294-5, 298
availability metrics 288, 290
B
base measure 74-5
BC/DR 203-7
BC/DR discipline 203, 206
BC/DR planning 203, 205, 207
BC/DR plans 203-7
BC/DR tools 204-6
behaviors 237-8, 240
bell curve 257, 278
benefits 2-3, 5, 7-8, 10, 32, 73, 79, 94, 102, 104, 173, 189, 201, 215-16, 248, 266-7 [5]
expected 261-2
hard 102
BI (business intelligence) 108
billing disputes 40-1
binders 61
Black Belts 259, 281-3
black line 185
Board 194
bonus documents 10-11, 116
book 2-3
BUSINESS PROCESS MANAGEMENT
Page 305
boxes 181
BPD (Business Process Diagram) 8, 185
BPM (Business Process Management) 5, 7-10, 15-16, 27-8, 31-3, 39-41, 54-5, 62-3, 84-6, 93-5,
105, 107-8, 127-8, 203-6, 215, 221-4 [23]
BPM Analyst 65, 67-8, 227
BPM components 232-3
BPM consumers 28
BPM Culture 223-4
BPM deployment 80, 104, 107
BPM Director 227
BPM Engine 232-3
BPM implementations 7, 110, 212, 216-17, 231-2
BPM Program lifetime 228
BPM Programs 10, 221-5, 227-30
long-term 223-4, 229
multi-project 225
BPM project deployments 70, 106
BPM Project Track 225
BPM Project Value 7
BPM projects 10, 58-9, 61, 63, 72, 89, 93-6, 100, 105, 110, 209, 211, 215-16, 222-5, 229
BPM Projects 221, 228
BPM projects, deployed multiple 217
BPM Projects to BPM Programs 221
BPM software 18-19
BPM software tools 203, 207
BPM solution 79, 84, 86, 225, 231, 233
BPM systems 103, 109
BPM tools 10, 203-7, 222, 231-3
BPMN (BUSINESS PROCESS MODELLING NOTATION) 5, 8, 49, 108, 132, 185-6
BPMS (Business Process Management Suite) 22, 76, 88, 109, 221, 224
budget 110, 227, 232, 235, 242
organizations 207
business 61-3, 69-71, 132, 166, 173, 175-6, 189-90, 215-18, 221-3, 228, 239, 262-3, 270, 272-
3, 275, 279 [22]
aligning 215
long-term 167
managing 169
manufacturing 258
operating 120
Business Activity Monitoring 25
business analysts 164, 167, 185, 252
business applications, mission-critical 167
business areas 62, 176, 198
business case 7-8, 44, 94, 191, 211
business-case approval process 217
business case development 216
business change management 216
business complexity 264
business context 55
Business Continuity 10, 54
Business Continuity and Disaster Recovery capabilities 10, 203
business decision 279
business entity 156, 186
business environments 283
business events 16, 25
Business Excellence 263
business executives 216
senior 217
business flow 169
business functions 155, 175
business groups 40-1
business hours 288-9, 292
business indicators 25
BUSINESS PROCESS MANAGEMENT
Page 306
business intelligence (BI) 108
business involvement 61, 72
business isnt 14
business justification 172-3, 189
business leaders 215-16
business-level requirements 44
BUSINESS MANAGEMENT 5, 203
business managers 17
business metrics 18-19
Business Objectives 9
business operations 203, 263-4, 266-7, 270
daily 95
business-oriented architecture 21
business owners 25, 61, 203-4
business pain forces 224
business people 130, 185
business performance 114, 218, 270, 277
business performance metrics 216
business perspective 37
business philosophy 135
business planning Maintainable 255
business plans 273
business policy 273
translating 167
business policy changes 165
business practice 279
business problems 100
complex 204
business process analyst 215, 218
business process architect 215
business process development 264
Business Process Diagram (BPD) 8, 185
business process engine 25
business process improvement 14
business process interact 270
business process knowledge base 36
BUSINESS PROCESS MANAGEMENT 2-8, 11-15, 24-8, 37-41, 52-6, 59-63, 97-104, 131-5, 137-
41, 143-8, 190-8, 220-7, 239-46, 253-62, 274-81, 283-303 [47]
BUSINESS PROCESS MANAGEMENT See Align Roles 64
BUSINESS PROCESS MANAGEMENT See BPM 49
BUSINESS PROCESS MANAGEMENT See Business Process 121
Business Process Management, see BPM
BUSINESS PROCESS MANAGEMENT Definition 42
BUSINESS PROCESS MANAGEMENT activities 158
BUSINESS PROCESS MANAGEMENT Appendix 269, 272
BUSINESS PROCESS MANAGEMENT availability of key staff 249
BUSINESS PROCESS MANAGEMENT AVOIDING DISASTER 57
BUSINESS PROCESS MANAGEMENT Black Belts 282
BUSINESS PROCESS MANAGEMENT boundary 164
BUSINESS PROCESS MANAGEMENT BPM 21, 47, 58, 96, 127, 130
Business Process Management Bpm Architecture Considerations 231
Business Process Management Bpm Continual Improvement 113
BUSINESS PROCESS MANAGEMENT BPM DESIGN 155
BUSINESS PROCESS MANAGEMENT BPM Distilled 16
BUSINESS PROCESS MANAGEMENT BPM Governance Implementation 45
BUSINESS PROCESS MANAGEMENT BPM Governance Implentation 44
BUSINESS PROCESS MANAGEMENT BPM initiatives 105
BUSINESS PROCESS MANAGEMENT BPM Trends 108
BUSINESS PROCESS MANAGEMENT BPMS 29
BUSINESS PROCESS MANAGEMENT BRMS 166
BUSINESS PROCESS MANAGEMENT BUSINESS PROCESS MANAGEMENT 247
BUSINESS PROCESS MANAGEMENT business process model 263
BUSINESS PROCESS MANAGEMENT BUSINESS PROCESS MODELLING 175, 185
BUSINESS PROCESS MANAGEMENT
Page 307
BUSINESS PROCESS MANAGEMENT Change 32
BUSINESS PROCESS MANAGEMENT Common Areas of Cost 91
BUSINESS PROCESS MANAGEMENT Companies 93
BUSINESS PROCESS MANAGEMENT Conclusion 169
BUSINESS PROCESS MANAGEMENT Cost 86
BUSINESS PROCESS MANAGEMENT CPI Methods and Tools 128
BUSINESS PROCESS MANAGEMENT Defining 142
BUSINESS PROCESS MANAGEMENT Design & Architecture 167
BUSINESS PROCESS MANAGEMENT Designing 184
BUSINESS PROCESS MANAGEMENT Director of business process management 218
BUSINESS PROCESS MANAGEMENT effectiveness 207
BUSINESS PROCESS MANAGEMENT Efficiency 79
BUSINESS PROCESS MANAGEMENT Eriksson-Penker Business Modelling 188
BUSINESS PROCESS MANAGEMENT Examples 23
BUSINESS PROCESS MANAGEMENT Expanding Scope 85
BUSINESS PROCESS MANAGEMENT Explanation 181
BUSINESS PROCESS MANAGEMENT Figure 157, 160, 162
BUSINESS PROCESS MANAGEMENT Gartner reports 36
BUSINESS PROCESS MANAGEMENT History 136
BUSINESS PROCESS MANAGEMENT Idea 180
BUSINESS PROCESS MANAGEMENT Immaturity 87
BUSINESS PROCESS MANAGEMENT Implementation Playbacks 71
Business Process Management Introduction 13
BUSINESS PROCESS MANAGEMENT Justifying cost 95
BUSINESS PROCESS MANAGEMENT Key Performance Indicators 237
BUSINESS PROCESS MANAGEMENT management 268
BUSINESS PROCESS MANAGEMENT MEDICARE CASE STUDY 149
BUSINESS PROCESS MANAGEMENT misalignment 199
Business Process Management Notation 108
BUSINESS PROCESS MANAGEMENT order templates 189
BUSINESS PROCESS MANAGEMENT Organizations 126
BUSINESS PROCESS MANAGEMENT organizations boundaries 204
BUSINESS PROCESS MANAGEMENT PERFOM BUSINESS CONTINUITY 203
BUSINESS PROCESS MANAGEMENT Prioritize and Trade 69
business process management process 7
BUSINESS PROCESS MANAGEMENT Process 18-19
BUSINESS PROCESS MANAGEMENT Process analysis 77
BUSINESS PROCESS MANAGEMENT Process improvement frameworks 117
BUSINESS PROCESS MANAGEMENT projects 252
BUSINESS PROCESS MANAGEMENT RACI 210
BUSINESS PROCESS MANAGEMENT RACI Chart 211
BUSINESS PROCESS MANAGEMENT responsibilities 213
BUSINESS PROCESS MANAGEMENT Risk of Adoption 84
BUSINESS PROCESS MANAGEMENT Scenario 151
BUSINESS PROCESS MANAGEMENT See 51, 119
BUSINESS PROCESS MANAGEMENT SMART KPIs 238
BUSINESS PROCESS MANAGEMENT standards 178
BUSINESS PROCESS MANAGEMENT Start 251
BUSINESS PROCESS MANAGEMENT Starting 228
BUSINESS PROCESS MANAGEMENT Strategy Implementation and Benefits Delivery 267
Business Process Management Suite, see BPMS
BUSINESS PROCESS MANAGEMENT Swimlanes 186
BUSINESS PROCESS MANAGEMENT TABLE of CONTENTS 5
BUSINESS PROCESS MANAGEMENT Tactical Guidelines 219
BUSINESS PROCESS MANAGEMENT Time to Market 89
BUSINESS PROCESS MANAGEMENT Traditional Application Development 88
BUSINESS PROCESS MANAGEMENT VALUE 73
BUSINESS PROCESS MANAGEMENT vocabulary 216
BUSINESS PROCESS MANAGEMENT VP 212
BUSINESS PROCESS MANAGEMENT Workflow Client Applications 163
BUSINESS PROCESS MANAGEMENT Workflow Systems Overview 156
BUSINESS PROCESS MANAGEMENT Project Support 159
BUSINESS PROCESS MANAGEMENT Workflow Enactment 161
BUSINESS PROCESS MANAGEMENT
Page 308
BUSINESS PROCESS MANAGEMENT 206
BUSINESS PROCESS MANAGEMENT Balanced ScoreCard 273
BUSINESS PROCESS MANAGEMENT Example Common 9
BUSINESS PROCESS MANAGEMENT KPIx201fs 10
BUSINESS PROCESS MANAGEMENT Supply link 172
BUSINESS PROCESS MANAGEMENT Three-tiered 233
business process managers 31
business process maps 265
business process metrics 25
Business Process Model 8, 40, 49, 171, 176, 182, 188
BUSINESS PROCESS MODEL 5, 153, 171, 176, 263, 268
business process modeling 175, 184, 261, 267-8
business process modeling formats 262
Business Process Modelling 262, 264
Business Process Modelling Notation 5, 49
BUSINESS PROCESS MODELLING NOTATION, see BPMN
Business Process Modelling Overview 5, 49
business process operations 8, 185
business process rules 25
Business Process Study 176
business processes 7-8, 10, 14-16, 25, 29-30, 47, 156-8, 169, 171-6, 185, 188-90, 203-5, 215-
16, 261-3, 269, 281-2 [14]
activity 173-4
best-orchestrated 215
companys 98
consistent 175
core 130-1, 156, 169
existing 5, 9, 51, 119, 191, 193, 266
external 36
higher-level 25
improving 97
key 109
level 24
orchestrating 215
organisations 42
planning 206
strategic 277
term 261
business processes being 25
business requirements 61
business resources, right 70
business result 173, 190
business rule management 166
business rules 109, 164, 166-7, 216
business rules calls 169
business rules change 165
business side 215-18
business stakeholders 71, 225, 229
business strategy 198, 215, 273
Business Support 270
business targets 44
business tasks 223
business tool 264
Business Unit Approval 180
business units 10, 20, 180, 215, 217, 219, 248, 251
business unit's processes work 218
business users 155, 185, 249
business value 217
potential 225
business value years 222
business vocabulary 217
businesses base 279
Businessho 291
BUSINESS PROCESS MANAGEMENT
Page 309
C
calamity 293, 295
call centre 177, 182-3
cant 69, 223
capabilities 84, 88, 90, 107, 155, 196, 198, 203-4, 206, 218, 221, 229, 281
real-time 203
capacity 74-5, 235
increasing workload 40-1
catalog 3
Centres of Excellence (COE) 36, 93
CEO 212, 277
certificates 149
Chairperson 300-1
Champions 281
changed process 116, 122
chart 211
checklist 8, 44-5, 177, 201, 247
Checklist Item 248-9
CIOs 14
client 164, 176, 211-12, 285, 288-9, 291, 293, 295, 299, 302
COE (Centres of Excellence) 36, 93
commitment 42, 74-5, 114, 247
commitment organizations 31
communication 164, 216, 248-9, 267
companies 2, 10, 20-1, 35, 69, 72, 74-5, 79, 88, 91-4, 101-2, 106, 215, 221-4, 237, 250 [8]
completed processes 247-8
compliance 99, 108, 195, 273
compliance officer 43
components 155, 160, 283, 290, 292, 294
core 99, 102
functional 159-60
conditions 113, 272, 287-9
confidentiality 295-6
configuration 9, 116, 230-1
confirmation 192
congratulate 255
conjunction 203, 206-7, 258, 266, 272
Connections 171, 173-4
consistency 249, 254, 274
consultation structures 299-300
contacts 177, 182, 298
context, organizational 18-19
continuous business process improvement 47
continuous process improvement 62, 93
contracts 106
contrast 84-6, 96, 171, 188
control 16-17, 36, 126, 185, 259, 262, 268, 282-3
version-level 216-17
cost of doing business 103
cost reduction 97, 99, 102
costs 9, 86, 91, 99, 102, 191, 196, 235, 239, 241-2, 251, 266, 274, 301
incremental 103
material 242
reduced 100, 102
CPI 114, 116, 122, 124, 127, 132
CPI methodologies 114, 116
CPI practices 115, 118
criteria
pre-defined business 192
weighted 254
CRM (Customer Relationship Management) 23
cross-organizational processes 117
BUSINESS PROCESS MANAGEMENT
Page 310
customer order form 269
Customer Order Process 269
customer orders 172-4, 189-90
stock 240
Processing 279
Customer Projects 270
customer queries 176, 270
Customer Relationship Management (CRM) 23
customer satisfaction 37, 60, 99, 102, 104, 244, 257, 273, 279-80, 287
customer satisfaction ratings 223
customer service processes 40-1
customers 81, 89, 97-8, 100, 102, 114, 133, 142, 164, 171, 176-7, 183, 188-9, 191-2, 277,
279-80 [8]
customers 198, 277
Customized Products and Services 166
cycle
business process life 218
business rule 165
business rule life 164
D
dashed line 185
Data objects 186
Database Sizing 9, 231, 233
databases 195, 197
date 177, 285-7
days 39-41, 61-2, 177, 201-2, 253, 257, 289, 291-2
decisions 25, 123, 166, 177, 185, 193, 195, 227, 231, 281
strategic 261, 266-7
defects 133, 140, 257-8, 277, 279, 282
deliverables 226, 248, 253, 265
Deliverables Create Urgency 247-8
departments 77, 79, 100, 177, 182, 212, 216-17, 237, 250, 263, 268
deploy 33, 39, 155, 167, 194
deployment 9, 86, 107, 164, 217, 221, 227, 231-2
Description 180, 263, 288, 291, 293
design 9, 124, 164, 167, 182, 184, 203-5, 218, 228
Design for Six Sigma (DFSS) 124
designations 2
developers 164, 167, 224, 228, 231
development
organizational 263
traditional application 88
development tools 11, 86, 267
traditional application 90
DFSS (Design for Six Sigma) 124
diagrams 149, 178, 181, 185-7, 269
preparing business process flow 269
differentiators 196-7
disaster 7, 203, 207
Disaster Recovery 5, 10, 203
disciplines 196, 203-4, 263
dispute 40-1
disruptions 203-5, 293
organizations 205
distribution 158, 164, 175, 257, 264
dock 243
documentation 177, 184, 206, 229, 248, 251-6
documents 5, 7-11, 13, 147, 177, 182, 211, 249, 253, 261, 277, 285
dont 20, 52, 58, 61-2, 69, 248, 279
downtime 289-91
drive process improvement 82, 87, 94
driving process improvement 72, 76
BUSINESS PROCESS MANAGEMENT
Page 311
duration 249, 287, 300
E
EA 203-5
EAI (enterprise application integration) 24, 132
eBook 3
effectiveness 114, 155, 201, 203, 239, 263, 283
efforts 58, 118, 166, 225, 247, 255, 264, 266, 294
employees 37, 60, 74-5, 85, 223-4, 237-9
enablers 24, 196-7
organizations 196
Enforces 67-8
enterprise 114, 118, 128, 166, 222, 224-5, 228, 230
enterprise application integration (EAI) 24, 132
Enterprise Architect's Business Process Model 188
enterprise architecture 10, 203
enterprise information systems 117
enterprise model 265, 270-1
Enterprise Resource Planning (ERP) 23, 108
entities 2, 31, 172, 185, 189, 294, 296
environments 105, 113, 167, 193, 231-2, 269
ERP (Enterprise Resource Planning) 23, 108
error rates 39, 102, 244
escalation 77, 301
estimate 99, 102-3, 266
events 149, 169, 185, 187, 192, 257, 272
exceptions 155, 290-2
execute 37, 48, 50, 60, 156, 206
execution 156, 161, 228
executive sponsor 247, 249, 254-5
executives 97, 104, 166, 218
experience 74-5, 176
expertise 67-8, 252
experts 183, 206, 254, 261, 268, 272
business process management 204
knowledgeable business 164
exploit 192, 199
extensions 165, 168, 287
F
facilitators 252-3
factors 104-5, 232, 262, 265-6, 275
failure 58, 131, 175, 191-2, 239, 257, 280, 287, 290, 294-5
feature set, comprehensive 167
feedback 45, 100, 207, 238, 249, 252
format 176-7, 182, 254, 285, 301
standard 250, 254
foundation 59, 228, 263-4, 268
frame 94-5, 99, 104
freedom 192, 199, 248
frequency 249, 290, 300
FTEs (full time equivalents) 102
full time equivalents (FTEs) 102
Function Heads 194
functionality 108, 149, 161, 231, 267
functions 156, 160, 167, 175, 183, 196, 198, 218, 263, 265
funding, release of 192, 194
G
gaps 27, 204, 211, 262, 273
Gartner 87, 96, 105, 110
Gateways 185
gauge business performance success 280
BUSINESS PROCESS MANAGEMENT
Page 312
GE 74-5, 260, 277
Generate Revenue 270
goal link 172-3, 189
goals 10, 21, 155, 171-3, 175, 188-9, 205, 222-3, 237, 241, 247-8, 257-8, 273, 279-80, 282
governance 7, 42, 116, 226, 228, 232
graphical models of business process operations 8, 185
Green Belt training 283
Green Belts 259, 282-3
groups 43, 70, 109, 163, 186-7, 231, 247, 251, 253, 267, 282
guidance 101, 147, 193, 198, 225
guide 7-8, 11, 13, 40, 47, 49, 51, 53-5, 64, 73, 83, 111, 116, 119-21, 135, 141-2 [5]
H
hardware 91, 99, 103, 233
Harry 74-5
He/She 209
hierarchy, organization's 218
highlight 199, 240-1, 264, 266
holidays, official 289, 292
Honeywell 260
host 163-4
Hour Training Bootcamp 247, 252
human resources 54, 155, 175, 212, 279
I
icons 8, 171, 181, 185, 188
idea 52, 178, 180, 254, 278
identification 263, 282, 284
implementation 7-9, 11, 58, 70, 90, 125, 209, 215, 218, 224-8, 231-2, 261, 266-7
individuals 127, 131, 177, 191, 193, 206, 212, 237, 282-3
industries 15, 28, 113, 203-4, 215, 217, 235, 281
industry average 281
information 2, 5, 10, 15, 94, 106, 116, 172-4, 176-7, 181-6, 188-90, 193, 253-5, 266-7, 286,
303 [4]
Information items link to Business Processes 189
information systems teams 130
infrastructure 31, 232-3, 270
Initial business unit approval 180
initiative 9, 215, 247-9, 254-5, 287
business process improvement 221
business process management 10, 215
input link 172, 174, 189-90
inputs 171, 174, 180, 188, 190, 255
intellectual asset management 199
intellectual assets 199
interfaces 9, 155, 159, 161, 182, 196, 204, 265
intermediate events 185, 187
introduction 7-8, 11, 13, 171, 188, 277
Inventory 242-3
investment 93, 96-7, 99, 103-4, 110, 114, 265, 277
invoice 39, 173, 176-7, 190
isolation 240
items 69, 250, 253, 269
iterations 62, 69, 76
its 99, 104, 108, 116, 124, 257
K
key 38, 70, 199, 215, 251, 261, 265, 274-5
organizations 198
key owners 251
key participants 212-13
key performance indicators 10, 18-19, 66, 120, 198
Key Performance Indicators, see KPIs
BUSINESS PROCESS MANAGEMENT
Page 313
KM 193
know how 10, 221, 225, 229
knowledge 9, 11, 13, 15, 43, 86, 166, 182, 191-4, 196-9, 209, 225, 229, 267
business-process-related 218
organizations 191-2
share 191, 194
knowledge assets 191, 194-5, 198
organizations 198
knowledge criteria 192
knowledge management 191, 193, 195, 197-9
organizations 198
knowledge management tools 191-2
Knowledge Mapping 5, 9, 51, 119, 191
knowledge plan 192
knowledge strategy 195-7
KPIs
delivery of 67-8
organizations 192
KPIs (Key Performance Indicators) 10, 18-19, 50, 66, 120, 194, 198, 237-41
L
lane 186
language 86, 114, 217, 278, 288
Lean 124, 126-7
leverage 109, 127, 131, 229
liability 2
LIFE CYCLE of BUSINESS PROCESSES 120
Limitations of Business Process 176
link 3, 177, 228, 262
supply 172-4, 188-9
list 211, 249-51, 254, 261, 297
loans 223-4
locations 206, 255, 262, 266, 274
lodges data 149
M
machine 237, 240
management 10, 95, 191, 195-6, 199, 216, 224, 259, 263-4, 267-9, 277
Management-How, Business Process 9
management processes 191, 196
management systems, business rule 167
Manager of Managers (MOM) 203
managers 20, 54, 155, 164, 166, 216
senior 248, 251, 255, 281
mapping 265-6
margin improvement 74-5
markets 28, 88-9, 131, 133, 171, 188, 204
Master Black Belts 259, 281-2
matrix 211, 254
Maximum recovery-time 293
Medicare Australia 5, 40, 149-51, 153
meeting 247-9, 254-5, 279
mentoring 226
methodologists 130
methodology 9, 11, 74-5, 139, 143, 209, 258, 261, 273
sigma 11, 136, 282-3
metrics 66, 155, 198, 241-2, 244, 287
operational 18-19
million 78, 80, 258, 273, 279, 281
minutes 39, 201-2, 247-8, 254, 278-9
model stage 52
modeling 90, 126, 155-6, 176, 216, 218, 261
models 30, 48, 124, 159, 169, 182-3, 265, 270
BUSINESS PROCESS MANAGEMENT
Page 314
abstract 159
generic 160-1
moderate BPM deployments 232
MOM (Manager of Managers) 203
momentum 32, 96, 256
Monday 289, 292
monitor 48, 50, 79, 107-8, 155, 185, 192, 194, 237, 242, 273
Most organizations business operations 204
Motorola organization 258
myths 206
N
name 183, 286, 294-6, 298-9
New Idea Generated 181
number 74-5, 78, 96, 108, 158-9, 171, 175, 177-8, 183, 224, 242-5, 247-8, 253, 257-8, 261,
281 [6]
large 225, 247, 249, 256
phone 286, 298-9
product 285
O
object 172-4, 188-9
attached 172-4, 189-90
object Information 172, 188
objectives 38, 205, 237, 248-9, 252, 254, 265
common business 5, 9, 111, 235
organizational 9, 175
OM (Order Management) 23, 155
one-sigma shift 74-5
online 3
optimization 67-8, 216, 263, 265
order 25, 28, 77, 99, 139, 156, 171-2, 174-5, 183, 185, 188-90, 213, 222-5, 229, 231, 269-70
[3]
new 172-3, 189
order delivery 270, 274
Order Management (OM) 23, 155
order templates 172-3, 189
organisations business goals 42
organization changes 237
organization chart 213
organization culture 237
organization goals 237
organization guidelines 250
organization hasnt 206
organization KPIs 237
organizational alignment requirements 218
organizational charts 250, 299
organizational consolidation 248
Organizational leaders 280
organizational nuances 30
organizational structure 177
organizations 7-10, 13-16, 31-3, 35-7, 62-3, 113-14, 175-6, 188-9, 191-3, 195-7, 203-7, 211-
13, 215-19, 224-5, 237, 250-2 [34]
degree 204
functional 265
large 8, 197
process-driven 213
process-managed 218
organization's activities 215
organizations budget 206
organizations Business Process Management understanding 10
organizations responsiveness 155
organizations start 62
BUSINESS PROCESS MANAGEMENT
Page 315
organizations systems 22
organizations 203, 231
organizations culture 213, 250
organizations knowledge map 197
organizations knowledge portfolio 191
organizations knowledge strategy 193
organizations mission statement 273
organizations policy 194-5
organizations policy framework 195
organizations progress 237
outputs 171, 173-4, 182, 188, 190, 239, 255, 272, 282
overhead 232-3
Overtime 242
owners 2, 221, 247, 250-1, 255
ownership 251
P
package 269
page 40, 47, 49, 51, 53-5, 57, 64, 73, 83, 111, 119-21, 135, 141-2, 266
Page 2-303
part 2, 10-11, 87, 115-16, 156, 160-1, 172-3, 181, 189, 192-3, 205, 221, 223, 225, 280
participants 84, 164, 180, 186, 233, 250, 253
parties 239, 253, 289, 292-4, 299
partition 186
payback 96, 100
perfection 257, 273, 280
PERFOM BUSINESS CONTINUITY 5
Perform Business Continuity and Disaster Recovery 10, 54, 57
performance 98, 124, 167, 198, 216, 223-4, 237-8, 240-2, 259, 266, 273, 279
person 2, 43, 177, 183, 209, 211, 253
phase 89, 282-3
start up 181
phones 183-4
pizza delivery business 260, 278
pizzas 278
plan 8, 203, 205-6, 248-9, 253
local knowledge 194
planning 8, 10, 203, 249
strategic 261, 263-4, 268
platforms 81, 87, 94, 158-9, 161, 228
policy managers 164-5, 167
pools 185-7, 205, 256, 272
potential projects, relative risk-reward of 100-1
practice
best 36, 216-18, 221, 225, 230, 274
communities of 195, 197
presentations 7-8, 15, 95, 255
principles 13, 126, 128, 194-5, 266
priorities 97, 212, 281
prioritize 69, 71, 224, 229, 247, 254
process definition 157, 229
process analysis 61, 65, 227, 264, 274
process categories 251-3
process chart 250
Process Customer Orders 274
process decomposition 67-8
process design 155, 216, 227-8
process diagrams 181, 228, 253, 255, 264-5, 268, 270
process documentation 61, 229, 250, 255
Process Documentation Initiative 5, 121, 247
process hierarchy 265, 270
process improvement efforts 67-8
process improvement methodologies 35, 127
BUSINESS PROCESS MANAGEMENT
Page 316
process improvement requirements 85, 90
Process Instance 161, 233
Process Management, enterprise Business 9, 231
process model 177, 263-4, 266-7
strategic 265
process modeling 178, 182, 264
process owners 21, 38, 211, 227, 249, 251, 253, 255, 283
process performance information 43
process performers 131
process requirements 266-7
process roadmap 69, 71
processing phase 172-3, 188-9
processing procedure 172, 174, 189-90
production 103, 165, 167, 226, 230, 232, 273
productivity 90, 99, 102, 139, 166, 235, 273
increased customer call centre 40-1
productivity improvements 102, 110
products 2, 9, 28, 87, 108, 131, 133, 136, 159, 161-2, 164, 191, 196, 250, 264-6, 273-4 [9]
professionals 132, 203-5, 218
programs 5, 10, 57, 96, 166, 203, 206-7, 221, 223, 279
organizations BC/DR 207
sigma 279, 283
Project Completion Day 247, 255
project management 38, 110, 116, 196
Project Management Body of Knowledge 209
project manager 212, 249, 254
project organization 70
project plan 248, 252
project team 84, 180, 212
projects 5, 59, 67-71, 96, 99-100, 191-6, 199, 212, 215-16, 221, 223-5, 227-30, 242, 252, 259,
281-2 [9]
early 222
sigma 277
Proposal Process 181
provider, global integrated communications 40-1
publisher 2
Pulte Mortgage 223-4
Q
Q-attributes 297
quality 7, 55, 99, 102, 135, 198-9, 235, 243, 266, 269, 273, 279, 284, 297
quarter 39, 78, 80, 201-2, 291
R
RACI 209, 211
RACI chart 209-12
RACI Chart 210-11
RACI methodology 209, 212-13
RACI Methodology 9, 209
RAM (Responsibility Assignment Matrix) 209
range 191, 196, 222, 261-2
ranked priority 98
Real-time collaborative editing of process documentation 229
reap 10, 215-16, 264
recognition 239, 241
rectangle 186
reduction 74-5, 102, 192, 201, 241
capital 74-5
Reference number/code Service Level Requirements 286
reliability 167, 235, 294-5
Repeatable Business Functions 175
repository
database 232
BUSINESS PROCESS MANAGEMENT
Page 317
shared business process 25
request 289, 292
requirements 66, 69, 71, 88, 167, 203-4, 224, 248-9, 265, 287-8, 291, 294
resources 8, 52, 65, 102, 171-4, 182, 188-90, 206, 209, 212, 248, 250-1, 281, 301
unique 172, 174, 189-90
Resources link to Business Processes 190
responsibilities 5, 9-10, 42, 44, 55, 64, 109-10, 175, 177, 183-4, 199, 209-12, 215-16, 218,
251, 255 [2]
share 216, 219
Responsibility Assignment Matrix (RAM) 209
Responsible party 293-4
restore 294-5
retention 196, 273
return 95-7, 110, 235, 242, 283
Return on Investment, see ROI
revenue 97, 176, 235, 239, 242, 270
review 3, 8, 10, 198, 201, 237, 249, 252, 281-2
rewards 239-40
Right Documentation Tool 247, 249
ROI (Return on Investment) 5, 7, 67-9, 95, 99, 106, 108, 110
roles 5, 10, 28, 42, 44, 65, 160, 177, 186, 198, 209-12, 215-16, 218, 227, 268, 298-300 [2]
identifying 9, 209
new 215, 217, 219
supportive 209
roles client side 300
Rule engines 166
rules 166, 169, 211, 215, 217
S
sales 100, 176, 223, 242, 270
scale 5, 10, 35, 121, 221, 224-5, 228-9, 247, 262
scenario 149-50, 162, 164, 264, 272
scope 99-100, 104, 203, 217, 222-3, 227, 232, 268
scoping 67-8
scoreboards 67-8
screen 181, 183
selection 207, 232, 239-40, 272, 290-1
senior management 198, 248-9, 251, 254
sequence flows 185
server 25, 232
service delivery 11, 196, 285-6, 290, 292-4, 296, 298
Service Level Agreements, see SLAs
Service Level Requirements 285-6
development of 11, 285
service name 294
Service Oriented Architecture, see SOA
Service Oriented Architectures 81, 108, 132
service resource 174, 190
Service Windows 289, 301
services 2, 9, 97-8, 131, 133, 149, 151, 191, 193-6, 199, 235, 287-9, 291-3, 295, 297-300,
302-3 [9]
component of 294
customer 100, 251, 269
daily train 174, 190
relevant 294-5
required 287, 294
workflow enactment 158, 163
Shared Model 228
shipments 77
sigma 257
Sigma 11, 35, 74-5, 114, 116-17, 126-7, 135-6, 143, 257-9, 264, 273, 277-81, 284
sigma approach 144, 282
Sigma Defining Requirements 5, 11, 285
BUSINESS PROCESS MANAGEMENT
Page 318
Sigma DMAIC project 124
Sigma Fact Sheet document 135
SIGMA FACTSHEET 5, 257
Sigma Levels 258, 260, 280
Sigma Objective 257, 279
sigma process 259, 282
SIGMA SHORT OVERVIEW 5, 277
Sigma Short Overview document 141
SIGMA STARTER KIT DOCUMENTS 5, 261
sign 209, 252-3
signoffs 253-4
simulation 90, 124, 155, 216
Six-Sigma 260
skill-sets 204
skills 109, 177, 182, 184, 206, 263, 266
SLAs (Service Level Agreements) 50, 66-8, 224, 230, 286
SMEs (subject matter experts) 203, 227, 249, 282
SMEs 252-3, 255
SOA (Service Oriented Architecture) 81, 108, 132, 218
software 91, 99, 103, 156-7, 159
integrated 149
workflow enactment 161
software components 160-1
software development cycle 164
software packages 203-4
software tools 5, 10, 54, 57, 203, 207
solutions 66, 82, 117, 155, 169, 207, 221, 231-2, 261, 269
specialists 166, 267-8, 287
Sprint 40-1
staff 11, 13, 132, 175, 177, 182, 184, 205, 240, 243, 256, 267, 274
stage
early 231, 267, 277
initial 11, 67-8
stakeholders 194, 211-13
standards 44, 86, 124, 132, 217-18, 239, 258
start 37, 52, 175-6, 206, 215, 225, 250, 253, 261, 265, 267
stateflow link 172, 174
statistics 11, 257, 278
steps 9-11, 48, 100, 102, 176-8, 183-4, 211, 221, 228-9, 252-3, 261, 265, 269, 278, 285
strategic analysis 262, 264-5, 272-3
strategic management 268
strategic purposes 265
strategies 59, 191, 195, 197-9, 216, 218, 266, 270, 272-3, 275, 284
Structured System Design Tools 159
style 172-3, 189, 249
Subject Matter Expert 203, 227, 249-50
subject matter experts (SMEs) 203, 227, 249, 282
Success rates on BPM projects 72
Successful BPM projects 97
Suggested names 281-2
suites, crafting business process management software 217
Sunday 289, 292, 302
supervisors 155, 253, 255
suppliers 114, 180, 187, 192, 241, 262, 283, 288
external 180
support 25, 81, 95, 104-5, 114, 156, 160, 175, 182, 213, 218, 224, 228-9, 247-8, 251, 291-2
[5]
Support New Business Models 202
surprises 266-7
survey 14, 96, 105
systems 23, 25, 108, 115-16, 125, 155-6, 160, 175, 177, 182, 184, 194, 198, 201, 206, 266-7
[1]
systems applications 263, 274
BUSINESS PROCESS MANAGEMENT
Page 319
T
team members 282-3
team metrics 242-4
teams 93, 127-8, 212, 227-9, 242, 248-9, 252, 254-5, 281
core 249, 254
techniques 127-8, 218, 261-2, 282
technology 22, 24, 35, 86, 95, 132, 158, 185, 215, 222, 225
templates 7-8, 172-3, 181, 189, 217, 285, 288
terms 8, 10, 97, 99, 102, 104, 139, 173, 189, 217, 221, 238, 250, 265, 272-3, 280 [1]
technical 269, 288
thats 97, 260, 280
time 40-1, 83-4, 87-8, 102, 118, 176-8, 182-3, 211-12, 222-3, 225-6, 228-9, 242-4, 247-9,
260, 278, 293 [13]
lapse 294-5
real 155, 206
time unit Readability 297
timeline 165, 278
timeliness 106, 297
tools 24-5, 31, 84, 114, 116, 124, 126-8, 167, 177-8, 182, 206-7, 225, 249, 261-2, 272-3, 282-
3 [11]
application 156-8
strategic 261-2
top business priority 14
track 182, 215, 223, 225-6, 241
trademarks 2
train 252
training 84, 99, 103, 184, 216, 239, 263, 283, 291
transformation 209, 218
transition 169, 221, 223, 225, 267
Tuesday 289, 292
U
UAT stages 67-8
UML (Unified Modeling Language) 188
unavailability 288
understanding business requirements 167
Unified Modeling Language (UML) 188
units
absolute time 297-8
organizational 171, 173, 188-9
urs businessho 291
users 50, 84, 157, 163, 217, 224, 229, 233
utility 197-8
V
value 3, 5, 37, 61-3, 66, 72, 76, 83, 97, 100, 104, 171, 243, 266-7, 278, 280 [9]
customer demands 133
value chain 122, 250-1
businesss 253
value stream 116, 118, 218
variance 279
variation 175, 195, 209, 257, 277, 279
vendors 28, 108, 159, 222, 280, 284
large 87
visibility 16, 28, 54, 69, 107, 109, 191, 199, 223, 228
vision 66, 126, 195, 211, 221-2, 240
organizations 237
vocabulary, more-business-oriented 217
VP 212
W
website, browses 149
BUSINESS PROCESS MANAGEMENT
Page 320
WFM systems 156
whats 131, 225
whos 211
workflow 5, 47, 90, 132, 155-6, 158, 172, 223, 263
workflow engines 161, 163-4
workflow processes 156
workflow system 159-60, 169
worklist 163-4
worklist handler 163-4
worksheet 104
workshops 247, 250-4
www.emereo.org 3