Operation & workflow

Operations and practice workflow

INTRO

Growth: Top on Mind of CEOs

Source: Economist Intelligence Unit Survey – CEO Briefing – Corporate Priorities for 2006 and beyond

Business Agility: New Competitive Edge

Source: Economist Intelligence Unit Survey

• 54% of executives said new business models will be greater source of competitive advantage than new product and services between now and 2010

New Business Model

Co

st

Time

“Strategy to Execution” Gap

IT Implementation

Customers /Employees / Partners

Hard times for Retail

• High interest rates, low workers income make retail sales decline

• Cost control and reduction became #1 issue

BUSINESS OPERATIONS & MODELING

What is Business Operation Modeling

Skills of Gathering Information Gathering What?

Customer’sExpectation

CurrentWorkflow

Problem tobe Solved

LegacySystem

Forms &Documents

E.W.P.D.S.

Skills of Gathering Information Who is Qualified?

Has DomainKnowledge Careful Active Easy to

Communicate

C.A.K.E.

Skills of Gathering Information How to Gather?

Interviews Survey Document Review Observation Brainstorming

O.B.S.I.D.

Skills of Gathering Information Interview

Before Identify the Objectives Schedule the Interview earlier Identify the position & responsibilities of interviewees

During Explain the objectives of interview Record / Take notes during the interview Don’t take more than 1 hour

After Document all the relevant points that were gathered Send the documentation to interviewee Schedule another interview if it is needed.

Skills of Gathering Information Survey

Before Prepare the questionnaire Identify respondents

During Explain the objectives of this survey Distribute the questionnaire

After Analyze respondent’s answers

Skills of Gathering Information Document Review

Before Collect the following documents: Forms, Guidelines,

Standard of Procedures (SOP), Rules, Policies…etc. During

Analyze the documents and gather the facts After

Document the result of review

Skills of Gathering Information Observation

Before Identify the user areas and processes to be observed Obtain the proper management approval to carry out the observation Obtain the names and titles of the key people that involved in the observation Explain the purpose of the study

During Familiarize yourself with the workplace being observed Not the current organizational groupings Observe the current manual and facilities in use. Get the frequencies of each job duty. Don’t comment on customer’s mode of operation currently Observe the normal business operations & exceptions Thanks people after the observations are completed

After Document the results Consolidate the results Review the consolidated results with individual observed their managers

Skills of Gathering Information Brain Storming

Before Identify the objectives of brain storming meetings Schedule the meeting and invite the relative persons Prepare all the documentations for discussion

During Explain the objectives of this meeting Show & explain all the documents we have Hold the meeting and don’t lose the focus

After Document the results Consolidate the results Analyze the consolidate results

Notation of Business Modeling Types of Business Modeling Notation

Traditional Flow Chart Total Quality Management (TQM) Diagram Process Workflow Diagram Data Flow Diagram (DFD) Unify Modeling Language (UML)

Notation of Business Modeling UML in Business Modeling

Business Use Cases Diagram Activity Diagram

Notation of Business Modeling Business Use Case Diagram

Example:Request Project

Create Project

Create Tasks of Project

Schedule Tasks

Assign Tasks

Report Status of Tasks

Customer

Workers

Project Manager

Check Status

Notation of Business Modeling Activity Diagram

Example:

Not Yet Request

Request Sent, Wait for Approval

Download the Project Request Form

Fill out the Request form

Send the Request Form to PM

Project Request Form

[Request Approved]


[Request Disapproved]

Review the Request

Request Approved

Request Disapproved


[Not Yet Request]


[Request Sent, Wait for Approval]

PM got the Request Form

Review Finished

Review Customer's Request

Approve the Request

Disapprove the Request

Proj ect ManagerCustomer

Business Use Case Diagram What to be modeled?

People (Customer, Staff) Group of People (Organization) Things (Objects, Forms, Facilities) Process

How to model People : Customer Business Actor People : Staff Business Worker Group Organization Unit Things Business Entity Process Business Use Case

CustomerProject Manager

R&D Dept.

Printer

Create Project

Business Use Case Diagram Icons Introduction

Customer

BusinessActor

Project Manager

BusinessWorker

R&D Dept

OrganizationUnit

Printer

BusinessEntity

Create Project

BusinessUse Case

Business Use Case Diagram Purpose

Present the Big Picture of workflow Divide the workflow as smaller units

(Divide & Conquer Technique) “create project” is done by one personnel put

to task or manager

Business Use Case Diagram Case Study (example of case)

“Mr. Delay Optical Company” Core Business

Sells glasses/CL/Solutions/etc Problems

Lack of better & faster way to accept the requests from customers, dispatch tasks, and monitor the status

Expectations A project managing system, which is a web-based system that

can accept the request from Internet, manage the tasks, and check status any time.

Business Use Case Diagram Interview with the Stakeholders

Customer will call/enquire Project Manager* (or other staff – thn it must be reported bck/ company must have feedback mechanism between staffs) for new serv/products

Project Manager will create the project, and the tasks list of the project.

Then project manager will schedule the tasks and assign proper workers to finish the tasks of project

The workers should report the status to project manager.

The customer, project manager and the workers can check tasks status any time. How??

Business Use Case Diagram Results Request Project

Create Project

Create Tasks of Project

Schedule Tasks

Assign Tasks

Report Status of Tasks

Customer

Workers

Project Manager

Check Status

Activity Diagram / Business Use Case Diagram Purpose

To detail the flow of one business use case Icons Introduction

NewState

State

Start State

General State

End State

Activity

Activity

entry/ Check the Criteriado/ Action 1do/ Action 2exit/ Clear Memory

Activity

Object

[Some State]

Object

Branch

Conceptual Models What is “Conceptual Models”

The model that illustrates meaningful concepts in a problem domain.

Provide a model to understand the problem domain quickly and easily

Conceptual Models Example

Customer Project ManagerProject

0..*1 0..*1

request

0..* 10..* 1

create

WorkerTask

statusschedule

1..*

1

1..*

1

has

0..* 1

Work on

10..*

Conceptual Models Purpose

Provide a quick understand of the objects in the system Note

Conceptual Model is a set of static structure diagrams in which no operations are defined

Conceptual Model is not formal constructive models Conceptual Models can be done by Flow Analyst or System

Analyst Conceptual Model is not always required in developing cycle, it

only needs when the concepts in the system are complex

Summary The way to gather the workflow

Interview Survey Document Review Observation Brain Storming

Business Use Case Diagrams The diagrams to divide the workflow as smaller units for better analysis

Activity Diagrams The diagrams to detail the workflow of one use case

Conceptual Models The models providing quick understand of system vocabularies

Workflow

Workflow is seen as the key– Can easily integrate every store and employee in

standard, trustworthy business processes– Conciliates the autonomy needed by the stores with

HQ control – Enforces business processes compliance– Automatic integration with existing enterprise

applications

General/Administrative– Travel– Reimbursement– Cash Expenses– On Credit Expenses – Payment Requirement– Investment– IT Project Control

Workflows Implemented

Retail-Specific– Goods Price Change– Adv. Approval– Customer Claim– Sales Campaign– Customer Feedback– Product Divergence– Supplies Budget

Change– Supplier Info Change

Business Impact

Control of expenses and budget– Workflow assures proper expense approval and

budget query/update– Related Workflows

Travel Reimbursement Cash Expenses On Credit Expenses Payment Requirement

Business Impact

Process Agility– Communication between stores and HQ made fast

and transparent– Task automation– Deadline control – Elimination of paper– Virtualization of work– Related to All Workflows

Business Impact

Failure/Loss Elimination– Workflow enforces good practices and allows HQ

supervision in near-real time– Related Workflows

Goods Price Change Product Divergence Advertisement Approval

Business Impact

Better customer care– Workflow assures customer response in a structured

and timely way– Improves the corporate image– Related Workflows

Customer Claim Customer Feedback

RedesignCurrent Business Process

Technology Redesigned

Process

Workflow Development

Automated Process

Approach

Workflow AnalystUsers

Workflow/AppsDeveloper

Existing IT Systems: Anchors to Change

• Islands of information• Fragmented data

• Inflexible architecture• Business process change takes years

• ~92% of IT budget spent on maintenance and integration and not innovation

Task automation

Replaces low-value human tasks by workflow functions

Example: automated customer order/request

Example: popular/mph

No

Yes

Contrato não encontrado

Não

Sim

Não

Sim

Não

Sim Não

SimNão

Sim

Não

Sim

Aprovado

Reprovado

Aprovado

Reprovado

Aprovado

Solicita Definição de Novo Gerente

Reprovado

Aprovado

Reprovado

[System] Is Purchase

Order paid by

Contract?

[Sistema] Avalia

Adequação a

Contratos Existentes

Fim (Aprovado)

Fim (Reprovado)

Início

[Sistema] Reserva

Valor Aprovado

[Sistema] Necessita

de Aprovação

Complementar ?

[Sistema] Verifica se

necessita avisar o

Gestor

*

[Sistema] Material

Necessita Avaliação

do Gestor

[Sistema] Necessita

Aprovação do

Diretor por ter

Excedido ao

Orçamento ?

[Sistema] Avisa

Gestor do Material

sobre Reprovação

[Solicitante] Informa

se requisição deve

tramitar sem contrato

[Solicitante] Define

Novo Gerente para

Avaliar Requisição

de Gasto

[Diretor] Avalia

Requisição de Gasto

que excedeu o

orçamento

[Dir. Centro Custo]

Avalia ordem de

compra

[Ger. Unid.] Avalia

Requisição de Gasto

[Gestor Material]

Avalia Requisição de

Gasto

[Sistema] Avisa

solicitante sobre

reprovação da sua

requisição

Automates data-entry operations Captures events to trigger workflows Example: invoice entry in computer database

Legacy systems integration

Single screen presenting data from several systems Complexity hidden from final user Essential to improve decision-making tasks Estimated 18,000-hour annual saving

Productivity-oriented Computer Software

Summary

Workflow is a proven technology to speed business processes and reduce costs

Great benefits when process is redesigned Workflow delivers a complete, scalable

environment to build and run workflow